Consumer complaint received 2019-04-06
Company: Experian Information Solutions Inc.
State: ND
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:
We are asking you to investigate the impact that that our XXXX  XXXX XXXX Home Equity line of credit   has had on our credit. 

We were struggling with payments beginning in XXXX on our HELOC, and in early XXXX learned we may be eligible for a modification. We wanted to ensure we were taking care of the situation so we began to seek out resolution. 

Timeline Mid XXXX -- reached out to begin finding out if we could get a trial modification. Took quite a while to finally get to a point where they would talk to us about a trial modification. 
XX/XX/XXXX approved to start trial modification XXXX completed the three trial modification payments ( proof in bank statements provided ) XX/XX/XXXX finally get a letter after persistent questions of status and decision that our modification is approved. We returned the final modification paperwork, never got anything back. 
XX/XX/XXXX get a letter saying our modification was denied. 
XX/XX/XXXX get a letter saying its now approved, see no evidence of this in our monthly payment ; still shows massive snowball amount. 
XX/XX/XXXX get a new letter saying we successfully completed trial modification and to sign and return the modification agreement, which we did. 
XXXX still seeing no evidence they had modified the loan, unsuccessful in getting answers. Finally hear from someone that they had sent more paperwork, and they had sent it to the wrong address. We were temporarily living in XXXX for 8 months. We had updated our mailing address to our temporary address in XXXX, and we were receiving billing from them at that address but they mailed new loan modification paperwork ( 3rd time around I think? ) to our home property address, which we did not receive as it was not forwarded by our renters. 

XXXX send a fax to XXXX appeals intake, requesting them to send the paperwork yet again, they never did. 

XXXXthey transfer the loan to real-time resolutions and we have such a horrendous impact on our credit its almost worse than bankruptcy. 

This account should have been modified and would not have been needed to be transferred off to XXXX XXXX. 


It was like getting stuck in a loop. We would provide and sign whatever next paperwork or evidence they requested, and then we would get something else that they said they needed. It took so much energy, they seemed determined to bury us in paperwork and confusion rather than give us the modification. I gave up. 

Included for consideration is the various documents from XXXX XXXX XXXX indicating we had successfully completed modification, as well as correspondence that demonstrates the diligence with which we tried to resolve the matter. 
Included : All the documentation that our loan was modified from XXXX XXXX XXXX. 
Copies of correspondence showing the diligence in which we attempted to resolve this account. 
Proof of the payments to fulfill the trial modification period through our bank statements.

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