Consumer complaint received 2021-06-24
Company: Experian Information Solutions Inc.
State: MD
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Official Complaint to the Consumer Financial Protection Bureau For XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, Experian & XXXX  On XXXX XX/XX/XXXX, my mortgage account at XXXX XXXX XXXX ( XXXX ) was sold to XXXX XXXX as of today, XXXX is inaccurately reporting information on my credit reports and XXXX, XXXX  and Experian will not assist in updating the inaccurate information despite receiving the attached information and dispute. 

The Issue On XXXX XX/XX/XXXX, the above property was satisfactorily paid off without incident. Also, on XXXX XX/XX/XXXX, I received a cancellation of security deed from XXXXhe County of XXXX regarding the property initially financed through XXXX XXXX XXXX. Unfortunately, as of XX/XX/XXXX, XXXX XXXX XXXX is reporting the borrower ( me ) as 90 ninety days late and in pre- foreclosure which is untrue and is adversely affecting me both personally and professionally. 

I request your assistance in determining how/why XXXX XXXX XXXX is reporting me as 90 days late as of XX/XX/XXXX, when my mortgage account was transferred to XXXX XXXX in XXXX XXXX and the property was sold on XXXX XX/XX/XXXX. ( documentation provided ). 

XXXX XXXX did issue a letter of apology to me for the inaccurate reporting and has since updated the correct information to the credit reporting agencies as of XX/XX/XXXX. I am humbly asking that the CRAs review the documentation update the same way. 

I am currently going through the under-writing process again to purchase a new home and a flag in XXXX XXXX  ( XXXX  ) has stopped the process because it is stating that the property in pre- foreclosure and 90 days late as of XX/XX/XXXX. I am not sure where the mix up occurred, but my desire is to get this resolved immediately. I have emailed the contact us on XXXX Corporate website and I was sent a message to prove where it is being reported in XXXX. 

I have also contacted all three of the CRA 's with the supporting documentation : * XXXX  Letter of Satisfaction/Release of Lien *Cancellation of Security Deed from XXXX County Clerk of Superior Court *Email from XXXX XXXX stating account acquisition date and official pay off date * Email from XXXX XXXX Letter of Apology On XXXX XXXX and XXXX XX/XX/XXXX, I spoke again to a XXXX customer service representative for assistance in getting this resolved quickly with two XXXX XXXX XXXX Customer Service Representatives from Purged Records and they advised me to contact XXXX Research Department and so I did. The only information that was provided was a fax number of XXXX, I faxed this number as of today 5 times, 2x on XXXX XXXX, 1x on XXXX XXXX and 2x XXXX XX/XX/XXXX. 

I have called XXXX every day for the last week for an update and all the customer service reps say is " IF '' the research department received the fax, they will eventually let me know. Unfortunately, I do not have a number directly to call and speak to the research department or an email address. At this time, I am not aware of the time it will take to research this issue or contact me but I ask for immediate assistance because as XXXX veteran, the home I am in the process of buying home that now fits my current medical needs and conditions is at risk. 

The one item that the underwriting team did state they needed was a letter written on XXXX XXXX XXXX letterhead stating my name- account number and that the account was never in pre foreclosure status with XXXX  . No one at XXXX has done anything but give me the fax number to the research department and asked me to prove the error in XXXX XXXX  before even trying to assist. 
The bottom line is this is unacceptable customer service even in the COVID-19 posture. 

Respectfully, XXXX XXXX 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