Consumer complaint received 2022-05-24
Company: Experian Information Solutions Inc.
State: IN
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:
In XXXX of XXXX, I contacted my mortgage servicer, XXXX XXXX XXXXXXXX, about ending my COVID forbearance and resuming payments. My point of contact, XXXX XXXX XXXX, discussed with me the options of bringing my loan back current. The options I was provided were to pay the balance accrued during the forbearance as a lump sum, break it up into a payment plan over the course of 3 months, or I could enter into a loan modification. I chose to enter into the loan modification because due to COVID and losing my job, I had depleted my retirement and savings to help my family stay above water, therefore I did not have the lump sum all at once or even over the span of 3 months on top of my regular monthly payment. I asked about going on to make a payment and it was explained to me by XXXX XXXX that upon entering the modification agreement I would not have to make a payment until the effective date listed in the loan modification agreement. She explained that she would be getting the loan modification documents together and she would be sending me the paperwork in the mail. I would need to sign the documents, get them notarized, and send them back in order for the modification to go into effect. She stated she would be getting the documents in the mail as soon as possible and the effective date would be set for XX/XX/XXXX as the date I resume payments. I was further assured that there would be no reporting to my credit during this process until the modification was finalized. I awaited the documents to be sent, but after not receiving notification of the documents being sent for a couple of weeks, I reached back out to XXXX XXXX inquiring why I had not received the documents. XXXX XXXX apologized for the documents not being sent and stated she would get right on it. I asked about making a payment on XX/XX/XXXX as discussed and she stated that she would be setting the effective date back to XX/XX/XXXX due to the delay in the paperwork. I asked if this would negatively affect me and she stated it would not. On XX/XX/XXXX, I received notification via the secure messaging system through XXXX that my documents were sent out. As XX/XX/XXXX neared, I had not heard from XXXX XXXX or any other loss mitigation representative about making a payment on XX/XX/XXXX. So on or within the days prior to XX/XX/XXXX, I contacted the loss mitigation department. I explained the conversations with XXXX XXXX and the delay in receiving the paperwork. The female representative was able to pull up the documents and stated that while making a payment is always encouraged, I was not obligated to make a payment until XX/XX/XXXX, the effective date of the loan modification documents. I asked about negative credit reporting and was told that my credit would only be hit negatively if I did not make my payment on XX/XX/XXXX or thereafter as my XXXX payment was being wrapped into the loan modificaiton. She explained that if I made a payment now, it would only lessen the amount being wrapped back into the loan with the modification and it would only lessen my payment by a XXXX of dollars. With the information provided, I opted to not make a payment and use the payment amount to start rebuilding my savings. As I moved forward throughout the process, there was an issue with the first set of documents due to the spelling of my name. XXXX had my name spelled XXXX instead of XXXX. The error was my fault due to when I opened my mortgage in XXXX, there had been an error found on my birth certificate and I was in the process of getting the error fixed with the State of Kentucky, but had not received my new, corrected birth certificate prior to signing for my mortgage. Upon receiving my corrected birth certificate and updating my license, I failed to reach out to XXXX, my servicer at the time, to have the spelling corrected. I explained this to XXXX XXXX and she requested that I send a letter stating what happened along with my driver 's license so that they could fix the issue. A couple of days later I was contacted by another representative requesting that I send a copy of my birth certificate to provide further support as they were going to attach all of my documents to the loan modification when they filed it with Indiana to go ahead and get the modification in place. During this time, I was hit with a 30-day late payment for missing a payment in XXXX. I reached out to XXXX XXXX who stated she passed along my concern/dispute but instructed me to send an email to loan servicing as well. In my email to XXXX XXXX, I explained the issue and I had explained what XXXX XXXX and other representatives had informed me about negative credit reporting. I quoted a representative stating the " paperwork would catch up '' in regards to the delay in filing the modification.This was eventually fixed and listed as " no data. '' I went on to thank XXXX XXXX for forwarding my dispute and asked about the status of my loan modification as I had only been told that my name change was being corrected and that was it. ( During this time as well, I made my XX/XX/XXXX payment as stated in the loan modification and continued making my required payments every month after. ) Within the following week, I received another set of loan modification documents with no explanation as to why I was receiving them. I contacted XXXX and they informed me that they updated the spelling of my name and wanted to redo the documents with the correct spelling so they did not receive pushback from Indiana. I complied and on or around XX/XX/XXXX, I went to my bank to redo the paperwork. Upon reviewing the paperwork, I found there was an additional document sent that needed to be signed and notarized. My notary and I were confused about the additional document and contacted XXXX asking for more information about the document. Unfortunately, I was informed by the representative that their system was down and he was unable to review the document in question. After putting me on a lengthy hold, he was able to reach out to another representative who was able to put up the document and it was explained that it was an Indiana-specific document. I expressed that I had not received that document in the first set of paperwork, to which he stated that must have been an error on XXXX because that document was required for any loan modification for Indiana. It was concluded that XXXX was unable to file my first set of paperwork along with my supporting documentation regarding the spelling of my name because they did not send the Indiana-specific document. During the time that the male representative was obtaining the information necessary to answer my questions, I had to leave the bank in order to be at work on time. The representative apologized for the delay and the confusion, but due to me being unable to get the document signed and notarized the same day as the loan modification, he was going to go ahead and put a request in for new documents to be sent out. Due to the holidays, there was a short delay in receiving the paperwork. Once I received the paperwork, I reached out to XXXX 's notary service they provide to their customers. Upon reaching out, I found that XXXX XXXX had to put in a new request for the notary service. I emailed XXXX XXXX on XX/XX/XXXX explaining that a new request needed to be sent. On XX/XX/XXXX, XXXX XXXX emailed back stating she had submitted the request and the notary service should be contacting me within 3 business days. I waited over a week and was never contacted. On XX/XX/XXXX, I spoke with the notary services and they stated it could take up to 10 days for the request to come through, so on XX/XX/XXXX, the request should have already come through. I contacted XXXX XXXX via email the same day stating the notary service did not have a request on file and asked for clarification. The issue was cleared up and I scheduled a time and day with the notary service. When the day came for the appointment, I was not contacted by anybody and therefore did not utilize the notary service. Tired of waiting, that Monday I found and paid for notary services in the county over from me so I could get the third set of documents submitted on XX/XX/XXXX. Throughout this time, I continued making my payments on the first of every month as I was instructed to do back in XXXX because the explanation provided to me was the " paperwork would catch up '' and everything would be backdated to the listed effective date of XX/XX/XXXX. On XX/XX/XXXX, I had to reach out to XXXX XXXX and loan servicing again because XXXX had reported a XXXX late payment for XXXX. I again reiterated what I was told about the negative reporting AND I explained that I had made my XXXX payment as agreed upon in the modification. XXXX XXXX apologized and stated she was sending on the dispute as she did last time. While awaiting the error to beas fixed and my credit to be updated, I received a fourth set of documents without any indication as to why I was receiving another set of documents again. After a couple of days, I contacted XXXX and spoke to a female representative in loss mitigation. The representative told me the reason I was receiving new documents and further apologized for the inconvenience stating that upon new documents being sent to me, my point of contact, XXXX, was supposed to contact me each time explaining why the previous set of documents wasn't accepted and what needed to be fixed and done on the current set of documents. I explained to the representative that had not been the case throughout the whole process. The representative apologized again and went on to review the documents with me explaining what exactly needed to be done for the documents to be accepted. After this, I was able to complete the documents exactly how XXXX wanted them and they were finally accepted on XX/XX/XXXX. Throughout all of this time, my credit still had not been fixed for the XXXX late payment reported for XXXX and I was hit again with a 120 late payment for XXXX. I reached out to XXXX XXXX and loan servicing MULTIPLE times to get this fixed, but it was never fixed. Upon calling and speaking to a representative, I was told that throughout the process I was told wrong about not getting hit negatively and I was also misinformed about the paperwork " backdating '' to the effective date.I went back and forth with the representative because I felt what I had been told throughout the process should be honored. I further explained that the loan should backdate to XX/XX/XXXX as that was the date set forth in the loan modification, and being that the modification is a legal contract agreed upon and signed by myself and XXXX that date should be honored. This representative was especially rude and continued to put me at fault and at blame despite me quoting and explaining everything I was told. She went on to state that the modification is only effective when it is signed by XXXX and approved. I explained if that were the case then the effective date should have changed with every new set of documents, but it did not hence why I was told the modification would backdate to XX/XX/XXXX. I continued with this representative until she became so rude, that the conversation was going nowhere and I had to hang up the phone. I eventually called back and spoke to another representative later in the month of XXXX to which that representative apologized multiple times and stated she could see all of the calls on those dates I was referring to, but she was unable to listen to the calls. The representative went on to provide me a copy of the Loan Modification as XXXX had yet to send me a final copy as the agreement stated they would. I have requested XXXX to send me the recordings of every correspondence, to which they denied, therefore I requested all phone recordings be reviewed so they can hear and honor what was explained to me during the process. I received a response stating they reviewed two phone calls in XXXX and they found nothing to support my claims. I again requested all phone calls to be reviewed, specifically the phone call on or within the few days prior to XX/XX/XXXX as this was when the representative told me I would not be hit with negative reporting for XXXX and would only get hit if I did not make my payment on XX/XX/XXXX as that was the effective date in the agreement. Additionally, it was a subsequent phone call in XXXX when I called to make my payment in XXXX that a representative told me once the loan modification was accepted and filed, it would backdate to XX/XX/XXXX being as that was the agreed-upon effective date. This has been especially frustrating because I have never had a late payment on my mortgage since I bought my house in XX/XX/XXXX. I had always made my payments on time to my first provider, XXXX. Then in XXXX when my servicer was switched to XXXX, I made all my payments on time until my COVID forbearance started in XX/XX/XXXX. I made every effort to remedy my account and start back payments as soon as I was able. And when I was told I was obligated to return making payments, I have done so on-time every month since XX/XX/XXXX.

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