Consumer complaint received 2021-12-20
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/XXXX : My Mortgage Loan with XXXX XXXX  was sold to XXXX XXXX XXXX when I became delinquent 60 days due to a significant increase in Property Taxes when State ( TX ) disallowed several exemptions beginning with XXXX Property Taxes.. The required payment increased from {$1100.00} to {$1600.00}. 
XX/XX/XXXX : During the transition of my loan, I had already sent {$1200.00} to XXXX XXXX which became lost in the shuffle of the transition of my loan to XXXX. By the time this payment was recorded by XXXX, they had already recorded/reported my loan to Experian, XXXX and XXXX as being 90 days past due. During this time, I did reapply for the exemptions that I had " lost '' plus submitted an application for a new exemption program. All these exemptions were approved ( XXXX XXXX XXXX XXXX TX ). The loss of the exemptions also impacted my Homeowner 's Insurance. With the reinstatement of the exemptions? The monthly required payments should have been re-evaluated. I did and do understand there was an Escrow shortage caused by the XXXX taxes. I began receiving statements from XXXX ( in fact, I received three statements for XX/XX/XXXX all that had different balances ) that continued to include a required payment that included an Escrow requirement based on my XXXX Property Taxes. 

XXXX XXXX XXXX  : I began to reach out to XXXX regarding XXXX problems '' with how my payments were being calculated and to determine how to proceed or what actions I needed to take to recalculate my monthly payments and the possibility of paying a lump sum to bring my Escrow balance to a " current '' status. During this time? XXXX XXXX XXXX 's name changed to XXXX XXXX XXXX. Although their name includes " XXXX XXXX '' phone calls to them made it very clear they are/were a debt collection company. 

XXXX XXXX XX/XX/XXXX : I continued to make payments that were considered partial due to the required payment totals. I was not able to reach an agreement that they ( XXXX XXXX XXXX ) would recalculate my monthly required payment to reflect the corrected Property Tax & Insurance amounts due. In the hope that I would qualify for some of the " special '' programs being offered by other lenders and that reflected the current available interest rates, I submitted a refi request to XXXX XXXX. My current Interest rate is 7.25 % and I HOPED to find an option that would reduce my Mortgage payments. In the process of pursuing a refi, I was advised that the Credit Bureaus reports showed I had not made ANY Mortgage payments since my loan was transferred to XXXX XXXX XXXX XXXX At one point, one of the bureaus had received data that showed me as being 180 days late. I contacted XXXX XXXX XXXX several times about their lack of reporting accurate or complete information to the Credit Bureaus. 

XX/XX/XXXX : I received correspondence from Community Loan Servicing re : the " opportunity '' for a Modified Loan Agreement and there would be a 90 Day Trial period of payments of {$940.00}. I began making payments of this amount and always by the required date. When the trial period ended, I received documents for a Modified Loan Agreement. Due to the weather/road conditions in Texas, I was not able to have an Attorney review the documents. I did sign the provided documents and returned them in the XXXX  envelope they provided. This was supposed to be effective XX/XX/XXXX. I also provided official documents that verified my Husband 's Death and the status of his Estate and other information that verified my identity. 

XX/XX/XXXX : I received correspondence from XXXX XXXX XXXX  and the previously executed documents had been prepared incorrectly and/or I should not have signed for my Husband in the documents as the Executor of his Estate. I re-signed the XXXX and returned the signed documents to them. I continued to make the payments required as indicated in the XXXX either by a Phone payment or their website. 

Currently? The payments I made based on the XXXX XXXX and in a timely fashion are not considered but instead XXXX XXXX XXXX has reported that I was 120 Days late in XX/XX/XXXX. They have also added a comment to my Loan 's Status of being Current at this time but at one time I was 180 days late. The information submitted to the Credit Bureaus for XXXX XXXX XXXX XXXXndicates by omission that I have not made ANY Mortgage payments during that time period. The status indicates that the data for these payments in not available. NONE of the payments made during this time are indicated. I do understand that they were " rolling '' my payments into a Surplus account BUT when the surplus account had reached a balance to make what they considered a full payment there is nothing reported to reflect those payments. Over the last year, I have filed multiple complaints with the XXXX. I am aware that there have been numerous complaints re : XXXX and XXXX XXXX XXXX and their XXXX " XXXX ''. I am concerned that they, as a debt collection company, do not have to adhere to the same FCRA reporting requirements as a Mortgage Provider or a traditional bank

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