Consumer complaint received 2020-11-19
Company: Experian Information Solutions Inc.
State: FL
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: Their investigation did not fix an error on your report

Complaint:
To whom it may concern, I tried reaching out to Experian back in XX/XX/XXXX to ask them to work with me to remove 17 incorrect derogatory mortgage late payments on my credit report. I tried working directly with XXXX XXXX concerning these late payments but they continued to insist their reporting was accurate. I even had bank statements to prove each of these mortgage payments had been made on time but they chose not to consider them when investigating my case. It was only after getting CFPB involved did XXXX XXXX make the effort to investigate deeper into my case. By that point I began working with a rep named XXXX XXXX. Within days she discovered that they had misapplied a mortgage payment back on XX/XX/XXXX. This error resulted in me accumulating 17 rolling 30 day late ( which also included some 60 and a 90 day late payment as well ) payments that extended through XXXX of XXXX. Its still makes no sense to me why XXXX XXXX wouldnt accepted these bank statements because each showed the day and the dollar amount they took from my checking account each month. These bank statements should have proved beyond a shadow of a doubt that these payments had all been made on time. But instead XXXX XXXX continued to insist their records were correct. By the way I filed a complaint with CFPB on XXXX/XXXX/XXXX and the complaint ID associated with the case is # XXXX. 
Going forward I feel that XXXX XXXX hasnt been dealing with me in good faith. I am asking to be compensated for the difference between the principal and interest payment I could have gotten and the rate I ended up receiving because of not qualifying for the better of the 2 rates because of my artificially low credit score. Over a 30 year period that payment difference works out to be {$5400.00} dollars. Had XXXX XXXX jumped on this and made the corrections on a timely basis, I believe my credit score would have otherwise been high enough to qualify for my lender A plus rates. They had 7 weeks to remove those late payments but failed to so do and so I am left to pay a higher mortgage payment over the next 30 years due to their neglect. Had they had found and corrected these reporting mistake back in early XXXX when I first brought it to their attention, I feel my credit score would have been XXXX which was the minimum score needed in order to qualify for the best mortgage rates available at the time. By the time XXXX XXXX corrected my report, I had already closed on my refinance. As a result I ended up paying a quarter point higher in interest rate because of XXXX XXXX less then thorough investigation after I brought these error to their attention. Ms. XXXX asked me for documentation to back up my claim that I was charged a higher rate by the lender because of my credit score. I faxed her a letter I received from my mortgage company ( by vice president of lending ) that backed up my claim rates were determined based on an applicants credit score. This evidently was not enough evidence for XXXX XXXX and so Ms. XXXX was now telling me that I needed to prove that without those late payments, would my credit score have reached the minimum XXXX credit score needed by my lender to give me the A plus rate I would have qualified for. It seems like XXXX XXXX keeps raising the bar as they keep asking me for additional documentation before they consider whether or not to reimburse me for the higher monthly mortgage payments I am now going to have to pay over the next 30 years. I thought that letter would have been enough to prove my case but now they are asking for something they know I have no way of determining on my own. I dont have the ability to prove objectively how much higher my score would have been had those late payments never appeared on my credit report. XXXX XXXX knows this and is using this against me as a way to keep from reimbursing me for the extra money I am now having to pay out over the XXXX payments to my mortgage company. 
This is when I decided to reach out to Experian. I figured they are uniquely qualified to answer that questions in my behalf since they use math model and algorithms to come up with credit scores we see on our reports. I assume they have the software that would allow them to recalculate my credit score after removing those late payments that ran concurrently from XXXX of XXXX through XX/XX/XXXX. I am sure they have the means to calculate what my score would have been had those 17 late payments never showed up on my report in the first place. I remember my score was XXXX when I first pulled my credit back in XX/XX/XXXX. I also pulled it a second time back in XXXX and saw my score had dropped to XXXX. I was told my credit score dropped because of the multiple inquires made during the time of my refinance. I was hoping that my Experian membership ( # XXXX ) might have made them a little more willing to work with me and give me an approximation or a range of where my credit score would have been had those late mortgage payments not appeared on my credit report. I was not able to get anyone on the phone. All I got was recorded message which suggested I put my dispute in writing and spent it to the address they gave me in the automated message. I send this letter off on Experian on XX/XX/XXXX. Its been 3 weeks to the day and I havent received as much as an acknowledged indicating they had received my letter. Before filing this complaint with CFPB today, I attempted to call to Experian customer service number today but like my last experience with them, there was no option to talk with a live representative. At this point I had no choice but to reach out to CFPB and have you folks intervene and step in and respond to my inquiry and ask Experian to give me a helping hand and help me rescore my credit report as if those 17 mortgage late payments had never been on my credit to begin with. I would assume removing this number of late payments would have easily raised my credit score the 30 or 40 points I would have needed to achieve that XXXX. I believe my credit score would have been XXXX or greater had these reporting errors had not occurred. I am hoping that Experian will oblige me and give me something that will show I would have had a high enough score to qualify for these A plus rates. 
Sincerely, XXXX XXXX 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