Consumer complaint received 2018-07-13
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XX/XX/XXXX my mortgage with XXXX XXXX was placed into emergency forbearance after hurricane Irma. Forbearance started XX/XX/XXXX-XX/XX/XXXX. I contacted XXXX XXXX XX/XX/XXXX after receiving a billing statement that shower passed due account, was told that my account was in forbearance and to ignore any past due statements. I asked how I would repay at the end of the forbearance and was told when the forbearance ended I would be contacted to discuss my options for repayment/modification of the disaster forbearance. 

XX/XX/XXXX when I had not been contacted to arrange for modification of my loan, I again contact XXXX XXXX to discuss repayment/modification. They asked if I had damage to my house as a result of hurricane Irma, which I did. They offered to extent my forbearance to allow me the funding to make additional needed repairs to my home. The forbearance was extended through XX/XX/XXXX. I asked  how I would repay the forbearance, I was told when my forbearance period ended I would be contacted to arrange repayment/modification of the forbearance. 

XX/XX/XXXX I began contacting XXXX XXXX  to discuss repayment options, so I would be prepared for my repayment plan. I was told they could not discuss repayment/modification with me until the forbearance period has ended. 

XX/XX/XXXX I called XXXX XXXX to discussed modification/repayment options, I was told I could 1 ) repay is full 2 ) pay 50 % now and then the remainder over 6 moths or 3 ) apply for modification. I choose to apply for a modification. I was told documentation would be sent to me to complete and I would be contacted to set up an inspection of my home repairs. I was told not to make a payment at this time, as I was currently applying for disaster modification. 

XX/XX/XXXX after not receiving any paperwork or call from inspector, I called XXXX XXXX and was told the modification was still in process and I would be contacted, not to make a payment at this time. I received a voice message from the inspector XX/XX/XXXX, and attempted to call back to no avail. 

XX/XX/XXXX after not receiving paperwork or being able to get in contact with the inspector, I again contact XXXX XXXX as was told I had been denied for disaster modification, as of XX/XX/XXXX. I was given 2 options 1 ) pay now in full or 2 ) pay 1/2 now and the remainder over the next 6 months. I was told either option was available and would not negatively affect my credit score. I choose to pay 1/2 on XX/XX/XXXX, {$7000.00} payment was made on this date. I was informed my mortgage payment for the next 6 months would be {$3300.00}. I was told to ignore further notices related to late payment status/foreclosure. Confirmation # was given XXXX. 

XX/XX/XXXX upon receiving my mortgage statement stating I owed {$10000.00} I called XXXX XXXX to clarify. I was told that my modification payment ( {$7000.00} ) was reported as a late payment and then my disaster modification had been processed incorrectly, my home was in foreclosure proceedings. She assured me it was an error on their part and they would correct the problem. She told me if I had the money to pay off the entire disaster forbearance, it would be easier to correct the problem and no negative credit reporting would occur. At this time I paid the forbearance in full ( {$7000.00} ) I  spoke to XXXX XXXX. 

I then received a new XX/XX/XXXX billing statement for {$2000.00} ( my mortgage payment of {$1900.00} plus a {$54.00} late fee ). I called XXXX XXXX to incur about the late fee, I was told it would be removed from my account and not to pay the late fee, as I did not have any late payments. The late fee was properly removed from my account. I made my XX/XX/XXXX payment without incident. 

XX/XX/XXXX I received a notice that a long-standing credit card account has been closed secondary to negative credit reporting. I logged in to check my credit report to see that my mortgage payment for XX/XX/XXXX was marked 120-149 days late. I again contacted XXXX XXXX, I was told this was an error, they would put in a request for the error to be corrected, but this would take 30 days to show on my credit report. My credit was updated on XX/XX/XXXX, and still showed my XX/XX/XXXX payment as 129-140 days overdue. 

When I contacted XXXX XXXX  again they stated my request to fix the negative credit reporting was denied because I was in fact 120-149 days late on my XX/XX/XXXX payment. I explained the disaster forbearance was in effect until XX/XX/XXXX, then I was in the process of a modification, when the modification was denied paid 1/2 of my forbearance balance as requested on XX/XX/XXXX, then when told my disaster modification was incorrectly process and that I should pay the entire forbearance if possible I did on XX/XX/XXXX. XXXX XXXX stated that because I did not make a payment from XX/XX/XXXX-XX/XX/XXXX my loan was considered late for that entire period of time. I requested to dispute this, due to the fact that the loan was in forbearance not late. I was that informed I would need to dispute via the credit bureau. I filed a dispute to all three credit bureaus : XXXX, Experian and XXXX. I was notified by Experian XX/XX/XXXX my dispute have been updated ; the update now shows my XX/XX/XXXX payment status as 180 days past due. I attempted to re-dispute with Experian, but was denied. 

Since this erroneous negative credit reporting I have had 3 accounts closed, and 3 accounts will limits lowered. My credit score has significantly dropped due to severely delinquent payment status and high ratio of debt to available credit ( secondary to closed cards and lower limits ).

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