Consumer complaint received 2022-03-09
Company: Innovate Managed Holdings, LLC
State: TX
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:
Innovate Loan Servicing is reporting false information to XXXX reporting. On XX/XX/XXXX, I opened a CFPB complaint ( XXXX ) with XXXX XXXX XXXX. They got back to me and told me that reporting is done by Innovative and that this would stop being reported and removed from my credit due to the other companies faults. On XX/XX/XXXX, 1 : Innovate removed on account that had a collection fee but there is another that shows a repossession which the vehicle never was. They removed an existing account and left the one with false information and bad remarks open which affects my credit score.

2 : it shows that there were late payments which XXXX auto finance 's complaint addressed for problems 1 and 2. 

As of XX/XX/XXXX, I have received nothing from Innovate Loan Servicing after contacting them via phone time and time again. Please see the notes below. XX/XX/XXXX - Spoke to Customer Service Agent XXXX, where I was disconnected. Called and spoke to XXXX who confirmed account information about XXXX report that went out XX/XX/XXXX. XXXX stated that she would ask Customer Service to send me a copy of the letter sent to XXXX so I could send it to my lender. Called back later that day and spoke to XXXX who also " asked for an expedite '' of the letter. On XX/XX/XXXX, I called XXXX and they said that they updated per what was sent to them. Note they changed it to a repossession, which it never was and also kept reporting on it after they said they would have it removed not only on XX/XX/XXXX in their XXXX  response but also what I was told is in their notes. There are derogatory comments that are bringing my credit score down and impeding on closing my mortgage loan ( transunion file # : XXXX ). I received paperwork of a new acct that they opened On XX/XX/XXXX, I called and spoke to XXXX who stated that in the file, it says they asked XXXX to remove it. I asked for a copy of what was sent or a confirmation to provide to my lender. She referred me to speak to XXXX XXXX or XXXX XXXX, who I have received a call from XXXX XXXX ( on XX/XX/XXXX ) but no paperwork yet. This is still being reported to XXXX at this time. XX/XX/XXXX, I called and spoke to XXXX who mentioned XXXX XXXX is out and I needed to speak to XXXX XXXX. He has not yet returned the call, emailed or any communication whatsoever so I shall stop by in person since his phone and email are apparently not working. Was told that they do not see customers in person at their location : ( XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX ). Furthermore, on the drive back I attempted to reach them again and left a voicemail for XXXX XXXX as XXXX XXXX was out. I called back to see if I could speak to the other manager ( referred to as XXXX ) and I was hung up on. I also called XXXX to see if the reporting had been removed and they stated " 1 account was removed and the other one that had been open since XXXX that shows late payments '' is still open. How can that be possible if this account was not with them until circa XXXX? There has been a pending dispute since XX/XX/XXXX which I opened after not seeing the incorrect changes to the account. 

The agreement to remove all these accounts reporting and to stop them can be seen from the XXXX  attached with their response, the CFPB complaint attached where they were contacted and per verbal confirmation from their own Customer Service Agents. Please see below that they were notified of the past complaints by original creditor ( also attached in the documents ). 

Company 's Response XXXX XXXX, XXXX ( formerly known as XXXX XXXX XXXX, XXXX ) is in receipt of your CFPB complaint dated XX/XX/XXXX, XXXX  ID # XXXX, which was received by our company on XX/XX/XXXX. XXXX XXXX, XXXX ( XXXX ) provides the following response : Your account was sold and transferred as of XX/XX/XXXX to XXXX XXXX  , XXXX  ( hereinafter XXXX ). On XX/XX/XXXX, you requested dependent coverage under Servicemember Civil Relief Act ( SCRA ) for lease termination, XXXX XXXX, XXXX. ( formerly known as XXXX XXXX XXXX, XXXX ) no longer owned the account. XXXX, the account owner, outsourced the servicing of their account to XXXX XXXX. XXXX coverage eligibility was reviewed and determined by the account servicer, XXXX XXXX. The email and written correspondence you enclosed, were communication from XXXX XXXX not by XXXX XXXX, XXXX ( formerly known as XXXX XXXX XXXX, XXXX ). XXXX has transferred servicing of the account to Innovate Loan Servicing ( hereinafter Innovate ). Our office notified Innovate of the impending complaint. Innovate will amend the negative credit reporting posted to your consumer report trade line, as previously agreed via XXXX  Complaint Case ID # XXXX. I apologize for the inconvenience this issue has caused you. As a courtesy we have forward your documented complain to XXXX XXXX. XXXX encourages you to follow up with XXXXnovate regarding the amendment of your consumer report, you may reach them directly at XXXX or via email XXXX.

Company response to consumer: Closed with explanation