Consumer complaint received 2019-02-25
Company: Experian Information Solutions Inc.
State: NC
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:
To Whom It May Concern, On XX/XX/XXXX I accepted an offer from XXXX XXXX to be put on their " Disaster Aid Relief Plan '' due to the fact I had been impacted by the two Hurricanes late summer. This plan required no payments while under the plan and also offered " credit bureau reporting protection '' suppressing all credit reporting while under the plan. The plan consisted of an automatic initial 90 day period at when concluded would then convert to a loan modification to extend the payments that had accrued unpaid during this time frame to the end of the loan. The modification plan consists of me making three monthly payments beginning in XXXX and ending in XXXX at which point the loan would be permanently " modified '' putting the past due payments to the end of the loan. 
Since XXXX when I accepted XXXX XXXX 's offer to be put on this " disaster relief plan '', I have on six different occasions been assured by my disaster relief reprsentative " XXXX XXXX XXXX '' XXXX that absolutely under no circumstances would any negative credit bureau reporting would take place as I repeatedly advised her that my credit was paramount and I most certainly did not want to be reported negatively to the credit bureaus. In fact she advised me " NOT '' to make any payments during this process and " NOT '' to worry about them reporting me past due to the credit bureaus assuring me with statements of " XXXX XXXX has your back '', " We are there for you during this trying time '' " what has happened to you is not your fault and that is why we have this plan to help you '' etc. etc. 
Additionally, I attempted to reach her on two occasion 's the past few months and I was referred to her Manager " XXXX XXXX '' ( XXXX ) XXXX the manager over the department as she was out of the office. During the first conversation with Mr. XXXX he again stated and gave me the exact same assurance as Ms. XXXX had and since I was under their " disaster relief modification program '' and not under a " regular modification program '' absolutely no negative credit reporting would take place. 
The second conversation I had with Mr. XXXX consisted of him informing me that my " disaster relief modification '' was approved and that my credit was " protected until XX/XX/XXXX '' to allow for completion of my disaster relief modification. '' Again stating how they were going " above and beyond '' to assist their customer 's during this trying time to take " one less worry '' off of their customer 's worrying about their mortgage and to instead for me to focus on taking care of myself and my family during this " trying time I was going through ''. 

On the morning of XX/XX/XXXX, I started receiving emailed credit alerts from all three credit bureaus advising me of a major delinquency suddenly being reported from XXXX XXXX as over " 120 days late ''. I immediately contacted XXXX XXXX and he apparently knew about the situation and was working to get it resolved. He advised that someone had incorrectly " coded '' my loan incorrectly. He advised this should be a simple fix and should be corrected within a couple of days and would call me Tuesday XX/XX/XXXX for an update. As understandably upset as I was, I mentioned to him if not, I would be taking action and filing complaints for immediate investigation.The following day Friday XX/XX/XXXX, I was contacted by " XXXX XXXX at XXXX XXXXo Executive Offices XXXX ext. XXXX '' to advise there had indeed been a mistake by them reporting me to the credit bureau as delinquent when in fact there should be " NO '' credit reporting at all and the status on my report should be " current paid as agreed '' as of XX/XX/XXXX as my loan was when I accepted and was put on their disaster relief plan on XXXX. She told me she was going to " light a fire '' under the credit bureau reporting team and get back to me Tuesday XX/XX/XXXX as well to advise the correction had been done. When I arrived home from work that day I had a letter from XXXX XXXX advising that my loan had been " sold to XXXX XXXX XXXX  as of XX/XX/XXXX '' and to contact them regarding my mortgage loan after XX/XX/XXXX. 
Tuesday afternoon came and after not hearing from XXXX XXXX or XXXX XXXX, I reached out to both. I emailed XXXX XXXX and he called and left me a voice mail that " the mistake was being corrected but had no date when it would be completed ''. I then reached out to XXXX XXXX. This time she was rude and advised me she was busy and had " over 40 cases '' and had no updated information and would " have to get back to me '' Friday XX/XX/XXXX. She went on to advise she was aware my loan was being transferred from XXXX XXXX and if I had any questions to " contact them '' after XXXX. 

I received no phone call from XXXX XXXX last Friday as promised and now she will not return my call. She had no sense of urgency or concern when I spoke to her about the situation last time we spoke. 
I feel that they are aware my loan is being transferred to another loan servicer in a matter of days and are not working to correct their mistake before this happens. 
I desperately need help in getting their mistake corrected as this is causing an enormous amount of stress for me as I am already XXXX with major health problems. I would so very much appreciate all that you can do to assist me and please feel free to contact me to provide more information if needed. 
I can be reached at XXXX or XXXX. My email address is XXXX. My loan # XXXX with XXXX XXXX. 
This is the contact information for the XXXX XXXX Personnel I have spoken and/or dealt with : XXXX XXXX XXXX XXXX Disaster Relief Dept. Representative XXXX XXXX XXXX Disaster Relief Dept. Manager XXXX XXXX XXXX ext. XXXX XXXX XXXX Executive Offices Thank you again for all of your help! 

Very Sincerely, 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