Consumer complaint received 2023-09-17
Company: Experian Information Solutions Inc.
State: MI
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I opened a mortgage as a refinance of an investment property with XXXX XXXX  that after funding was serviced by XXXX XXXX. In XXXX of XXXX XXXX XXXX  was dissolved and the mortgages sold. I had my account set to autopay, and XXXX processed the XXXX payment. After that, when logging in to my account at XXXX, the only information I could see was that the loan was closed. There was no information on who purchased the loan or where it was being serviced. 

In XX/XX/XXXX after still having no communication regarding the status of my mortgage, I pulled a full credit report from myfreecreditreport.com which showed that my mortgage had been " PAID '' and was " TRANSFERRED '' with no further information. 

In XXXX of XXXX, I began receiving phone calls from an unnamed XXXX # at XXXX every other day or so. This is in the middle of me trying to get my kids to school so I don't answer. After about a month of this pattern, I finally answered the call. I was informed by the caller that they were from the loss mitigation department of XXXX Bank and proceeded to ask me to verify my mailing address and Social Security XXXX to verify that I was the person they were trying to reach. I declined stating that they had called me and that I did not have a mortgage with XXXX Bank. They hung up. The calls kept coming same time. I went to the title company and had them pull the title record for the property, in late XXXX. When I got that report I finally had information that XXXX Bank did now own my mortgage. The next time I got a call from the XXXX number a day or XXXX later, I answered and confirmed that I was the person they were trying to reach at which point they informed me that my mortgage was 4 months delinquent and they were scheduling a foreclosure and that notice had been sent to the property. I stated I didn't live there and had never lived there since it was an investment property. I then asked them to confirm the contact information for the file. It was then I learned that they had been contacting me at an old cell phone number that I hadn't had in years. The address on file was a rental I lived at in XXXX. Both the number and the address were over XXXX XXXX XXXX. I then recalled in college my car loan was through XXXX and that the address and number they had were both linked to that XXXX car loan. 

I then had to have XXXX different calls with XXXX just to get them to update my contact information and confirm that I was in fact able to make payments on my loan. I then showed them screenshots of my contact information from what was on file at XXXX which was correct. XXXX did eventually agree to remove the XXXX late fines, and {$20.00} property inspection fee, and set my account to current. Finally, in XXXX of XXXX I received my first bank statement from XXXX and was current. 

I have been able to get corrections on my Experian XXXX XXXX that removes the late payments. However, I have not been able to get the cooperation necessary to get these errors removed from my other XXXX reports. I have contacted XXXX for assistance in correcting these errors XXXX different times. The first time the sales representative stated that she was only authorized to remove charges from the account and could not assist with having the erroneous late payments on my credit reports. I asked for a XXXX and was hung up on. I called a second time and went straight to a XXXX who also stated that it was not possible to correct anything on my credit report. I hung up. I called a third time and went straight to a supervisor. I was again told that despite my evidence, XXXX would not admit it was a bank error and remove the late payment markers from my credit reports.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation