Consumer complaint received 2018-03-30
Company: Experian Information Solutions Inc.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
In XX/XX/XXXX my husband and I filed for Chapter XXXX Bankruptcy. In regards to this particular account, XXXX XXXX XXXX XXXX, we filed a Chapter XXXX Individual Debtor 's Statement of Intention on XX/XX/XXXX. We stated that the property would be retained in the bankruptcy and the debt was to be reaffirmed. We claimed the property as exempt. We had never been late or delinquent on this account. Neither us nor our lawyer received any documents from XXXX XXXX   after this submission. In XX/XX/XXXX we visited out mortgage broker to start the process of qualifying for another home loan, as we are ready to purchase another home and sell this current home we are in. It was discovered on our credit reports that XXXX XXXX reported to the major credit bureaus that our mortgage account had been " Included in or Discharged through bankruptcy ''. XXXX XXXX quit reporting on this account in XX/XX/XXXX. In each phone call to XXXX XXXX we have been told different information. In one call the customer service representative told us that they do not send out reaffirmation letters. In another one told us they sent us one, that the letter would have gone to our attorney 's office. When I asked for proof that this had been sent they told me they only send them regular mail via the US Post Office and could not provide that information. Which I found odd since any letter that they ever sent us was also available online to view. I then contacted my attorney 's office who filed bankruptcy for us. Their office told me that EVERY reaffirmation letter they receive from ANY creditor is sent either XXXX  or XXXX or USPS with delivery confirmation/signature required so proof of delivery is available. I have filed multiple disputes with Experian and XXXX with no changes made. I have sent them all the supporting documents including proof of all payments made, Statement of Intent, a letter from our attorney 's office, and proof that we are current on our payment to XXXX XXXX. How can this account be being reported as closed when we are clearly making payments to them? Today,XX/XX/XXXX, I was told by Experian that the documentation I provided was not enough for them to make any changes. When I asked what was needed the agent told me they don't have a specific list of what documentation would change the status because XXXX XXXX is their client and they have to go off of what they are reporting. I feel the last 2 months of trying to dispute this have been a waste. What good are these credit reporting bureaus if they work for the companies that are reporting to them? Where is the consumer protection in this when there are disputes. This error on XXXX XXXX part is severely impacting our ability to get another mortgage. On XX/XX/XXXX I submitted all the same documentation to XXXX XXXX and was suppose to have an answer from them by now about how to resolve this incorrect reporting/not reporting to the credit bureaus. I am including all documentation sent to XXXX XXXX and the credit bureaus as well as documentation of all payments made to XXXX 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