Consumer complaint received 2020-08-03
Company: Experian Information Solutions Inc.
State: CA
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:
This complaint is about Experians investigation to correct an error on our credit report regarding our XXXX  Account ( VA home mortgage account ) which pertains to both Husband and Wife, the Borrowers. 
On XX/XX/2020, we submitted a credit dispute with Experian based on their erroneous credit reporting of our XXXX  Account showing the following inaccurate information : 1 ) In " STATUS '' Section - shows DEFERRED PAYMENT, 2 ) In " COMMENTS '' Section - shows ACCOUNT IN FORBEARANCE, 3 ) In " PAYMENT HISTORY '' Section shows NO DATA '' for XX/XX/XXXXand XX/XX/2020, 4 ) In BALANCE HISTORY Section shows {$0.00} Scheduled Payment for XX/XX/XXXXand XX/XX/XXXX On XX/XX/2020, Experian completed their credit dispute investigation to correct the above errors on our XXXX Account, but came back verified as accurate, thus have failed to correct the above inaccurate information. The results on our credit report AFTER their investigation still indicates that our XXXX Account was in forbearance by failing to remove any forbearance history and failed to report payments made for XXXX and XX/XX/2020 WHEN OUR XXXX ACCOUNT WAS NEVER IN FORBEARANCE ( please see attached supporting documents ). 

We are disputing Experians investigation results because our mortgage servicer, XXXX, failed to correct their error after they ERRONEOUSLY REPORTED that our account was in forbearance on XX/XX/2020. 
o We submitted a forbearance request on XX/XX/2020 in error ; however, we CANCELLED the forbearance request the next day on XX/XX/2020 ( See attached XXXX Acknowledgment Email Dated XX/XX/2020 ). 
o Even after we CANCELLED THE FORBEARANCE request on XX/XX/2020, XXXX  NEGLIGENTLY REPORTED it to the consumer credit agencies on XX/XX/2020, AFTER THE CANCELLATION DATE. OUR XXXX  ACCOUNT WAS NEVER IN FORBEARANCE AND SHOULD NEVER HAVE BEEN REPORTED IN FORBEARANCE, BUT FOR XXXX  NEGLIGENCE. 
o As of XX/XX/2020, XXXX  finally corrected their error by removing the forbearance off our XXXX  Account only after we filed a complaint with the CFPB ( please see attached Letter from XXXX dated XX/XX/2020 ). Therefore, our XXXX  ACCOUNT WAS NEVER IN FORBEARANCE, BUT FOR XXXX  NEGLIGENCE IN REPORTING ERRONEOUS INFORMATION TO OUR DETRIMENT. ADDITIONALLY, ALL PAYMENTS WERE MADE TO XXXX, INCLUDING XXXX and XX/XX/2020 ( See attached XXXX  Payment History ). Experian is required to report those payments to our Payment History on our credit report. 

WE ARE DEMANDING THAT EXPERIAN CORRECT THEIR ERROR ON OUR XXXX  ACCOUNT BY REMOVING THE FOLLOWING ERRONEOUS ITEMS OFF OUR CREDIT REPORT ( See attached Experian Dispute Results and Credit Report AFTER Dispute ) : 1 ) In " TERMS '' Section REMOVE NA and replace with 30 Years, 2 ) In " COMMENTS '' Section REMOVE ACCOUNT INFORMATION DISPUTED BY CONSUMER, etc and leave blank, 3 ) In " PAYMENT HISTORY '' Section REMOVE ND for XXXX and XX/XX/2020 and replace with OK by reporting payments made for XXXX and XX/XX/2020 since those payments were made to XXXX, therefore, Experian is required to report these payments on our Payment History since our account was NEVER IN FORBEARANCE ( see attached XXXX  Account Payment History ), and 4 ) In BALANCE HISTORY Section REMOVE {$0.00} SCHEDULED PAYMENT for XXXX and XX/XX/2020 and REPLACE WITH {$4300.00} SCHEDULED PAYMENT for XX/XX/2020 and XX/XX/2020. SINCE OUR XXXX  ACCOUNT WAS NEVER IN FORBEARANCE, NO PAYMENTS WERE EVER DEFERRED ( see attached XXXX  Account Payment History ). 

Please See the Following Attached Supporting Documents : 1 ) Experian_Dispute Result and Credit Report AFTER Dispute_XXXXXXXX 2 ) Letter from XXXX  Removed Forbearance - XXXX 3 ) XXXX  Account - Not In Forbearance - XXXX 4 ) XXXX  Account - Payment History Report - XXXX 5 ) Demand Letter to XXXX to Remove Forbearance XXXX 6 ) XXXX Acknowledgment Email - Resolved - Removed Forbearance XXXX 7 ) XXXX Acknowledgment Email - Cancel Forbearance - XXXX We are currently trying to refinance our VA home mortgage and obtain a home loan with other lenders, but we are unable to do so because our XXXX  ACCOUNT WAS ERRONEOUSLY REPORTED IN FORBEARANCE AND EXPERIAN HAS FAILED TO REMOVE INACCURATE INFORMATION AND FAILED TO REPORT PAYMENTS FOR XX/XX/XXXXAND XX/XX/2020. This has further negatively impacted our credit score. We are demanding that Experian immediately correct the above errors by removing inaccurate information as this is preventing us from working with any lenders to our detriment.

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