Consumer complaint received 2018-03-12
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I paid my mortage for XX/XX/XXXX through XXXX XXXX XXXX XXXX banking portal on my computer. I received a phone call on XX/XX/XXXX for the first time from XXXX stating they had not received my XXXX mortgage. I spoke with a representative and stated the mortgage was paid on XX/XX/XXXX on online banking through XXXX XXXX XXXX. I then pulled up my XXXX XXXX XXXX and saw they sent my payment to XXXX XXXX, my husband 's car loan company. I explained that XXXX XXXX XXXX made an error. The representative from XXXX called XXXX XXXX XXXX and we had a 3 way phone conference call and XXXX XXXX XXXX refused to acknowledge their error and couldn't get XXXX the money due to it had been sent to XXXX XXXX. I was unemployed at the time and did not have money in my savings or checking account neither did my husband to cover an immediate payment to XXXX. I then had to call XXXXXXXX XXXX  XXXX with my husband, and had a discussion in which XXXX XXXX said they would have to mail back the check to my husband and it would take 7 to 10 business days. XXXX was also on this 3 way conference call. I was informed from XXXX due to the error there would be no late payments. I was also informed our credit report would not be contacted for late payment. I was informed due to the XXXX and XXXX XXXX   holiday, XXXX XXXX couldn't guarantee the check would be to us before the first of XXXX. The check arrived on XX/XX/18 and XXXX was paid on XX/XX/XXXX after the check had cleared. I also paid our XX/XX/XXXX mortgage payment before XX/XX/XXXX. On XX/XX/XXXX even though all of this information was made a record of on my account I began receiving harassing phone calls from XXXX about my XXXX mortgage payment and received them the next month on XX/XX/XXXX. Also, our credit report was lowered because XXXX reported that our mortgage payment was over 30 days late even though I have never been late on a mortgage payment and XXXX had a record of what happened to our XX/XX/XXXX mortgage. I had a dispute with Experian and called XXXX who will not take down this late payment stating that legally XXXX had to report this late payment and that the only way XXXX will correct the dispute is if XXXX XXXX XXXX sends them something in writing stating their mistake. XXXX XXXX XXXX won't acknowledge the mistake since it was done on their website. This incident is one of many problems I have had with XXXX where one time I paid our escrow off at the end of the year otherwise our mortgage payment would have gone significantly higher due to our escrow being short for the next year. I put a payment coupon and put the check stated this was for correction of escrow and XXXX applied this payment to our mortgage instead of the escrow. It took my 4 phone calls each lasting an hour and a half to straighten out their mistake. Also, I have up until the XXXX of the month before my mortgage is late but if you pay after the XXXX of the month XXXX calls your payment a remittance payment. This payment is not a remittance payment since legally I have until the XXXX of the month grace period to pay my mortgage without a penalty.

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