Consumer complaint received 2020-05-15
Company: Experian Information Solutions Inc.
State: AL
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:
We began a refinance with XXXX XXXX on XXXX. We were supposed to close on the refi on XXXX, due to a unexpected XXXX for XXXX on XXXX, we called XX/XX/XXXX to have the closing pushed back a couple days. We got a new closing date XX/XX/XXXX and when the paperwork was brought to our house to be signed it was wrong. I notified XXXX XXXX on XX/XX/XXXX ( XXXX XXXX   representative ) and let her know that the paperwork was incorrect and that we didn't sign the documents. I submitted to her the paper work that was originally submitted to XXXX XXXX to show that our property taxes would be half of the amount they had listed. XXXX said she would get our paperwork corrected and XXXX XXXX  would contact us for a new closing date. During this time I asked if we needed to make our XXXX payment since it was getting so close to the end of the month. XXXX wanted to see how long the paper work would take to be corrected and was supposed to call me back. I never got a call back and on XX/XX/XXXX, I called XXXX Mortgage again to see what the status of the refi was, I spoke to a XXXX XXXX and she said we needed to make our payment since it was so late in the month. I tired to pay over the phone and XXXX XXXX  phone lines wouldnt accept the payment of XXXX like XXXX and I discussed needed to be paid. I asked her if I needed to pay our regular payment of XXXX or the increased amount and she stated the XXXX is what needed to be paid since we were wrapping our escrow shortage up into our refi. So I went on to XXXX bill pay and sent XXXX a payment for XXXX. I emailed XXXX to let her know that I sent it via our bank since XXXX   phone system wouldnt let me pay that amount. 
XXXX XXXX it was received by XXXX XXXX. I logged onto our account and on my side I seen the money there on our account. I continued to reach out to XXXX on the states of the corrected paperwork and refi. During this whole time no Freedom XXXX  employees has reached out to let us know that the XXXX had not been applied to our account and it was sitting in a hold account since it was not the new full amount, so when I log on to XXXX  I see our payment and I am none the wise that it hasnt been applied because they have the XXXX I sent. After doing some more phone calls and investigating, XXXX ( supervisor over refi department ) informs me that he can not see my payment on his side and I needed to call customer service. I do this, and this is when I am informed that we needed to pay the XXXX, by a CS supervisor and that would bring our account current and the refi paperwork could be completed. I paid it over the phone right then, during this whole process I have reach out to XXXX XXXX  and made a effort to make sure our end of the paperwork and information is being done. Time after time I was promised call backs and never got them. I feel like we did our part to make sure that we kept our account current and communicated with XXXX to make sure they had everything they would need, during this time they could of said that we needed to make the XXXX, payment. Instead no one with the company told me that and reassured me on several occasions that the XXXX is all we needed to pay. At one point I even asked since we paid it after the due date due to the incorrect paperwork on XXXX  side, would we be reported late, i was reassured several times that we would not since it was due to paperwork errors and being told we could skip 2 months of payments ( it was a benefit of a refi ) I feel like in the end we did our part to communicate, pay what was being told we needed to pay and the moment we found out we needed to make a full payment, we did so. I have asked several times why XXXX never reach out to us, yet no one can answer that. We have been in good standing with them since they acquired our mortgage and we chose to refi with them, why would we pay late? Additionally, all of this has lowered our credit score a total of 103 points, this misrepresentation of our payment history will impact future purchases and cause higher interest rates than deserved.

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 non-monetary relief