Consumer complaint received 2022-09-19
Company: Experian Information Solutions Inc.
State: TN
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:
On XX/XX/2022 we received a letter from XXXX XXXX that we have been approved for XXXX  XXXX XXXX when we come out of forbearance. We received paperwork from XXXX XXXX stating to sign and return paperwork. We sent the signed paperwork back immediately in the XXXX  envelope they asked us to use. On XX/XX/2022 we received paperwork stating our loan has been transferred to XXXX XXXX  from XXXX XXXX. When it was time to make payment I had to call XXXX and make the payment because I was unable to make it online. A female from XXXX said your paperwork is in process and I can take the payment over the phone. I paid over the phone and customer service said I will escalate this issue. Next month came and tried to log-in for my loan to pay and could not. I called customer service and she said this issue has been escalated and just give us time. We are behind in processing paperwork, but I will take your payment over the phone. XX/XX/2022 I received a letter from XXXX stating we have defaulted on the loan and please contact us right away and email XXXX for questions. I emailed that person on XX/XX/XXXX at XXXX and never received a response. I called XXXX XX/XX/2022 in the morning and spoke to XXXX and he ensured me it was paperwork issue and be patient. I continued to make payments. In XXXX our credit took a hit from XXXX stating we were over 120 days late. I called again and spoke with XXXX and she first was trying to say that XXXX was not wrong about reporting us to the credit agency. Then she said hold read the file and said wow your paperwork is still in transit from XXXX. I am going to escalate this to my supervisor this is our issue and I will call you back by the end of the week. I never received one call from XXXX. I called again and spoke to a gentleman on XX/XX/XXXX because I never heard from XXXX. The gentleman stated they are working on the issue and I do not have to call back so many times. On XX/XX/2022 I received a letter from XXXX a notice of intent and I called an spoke to XXXX on XX/XX/2022. She said the issue is escalated and because we are in this stage she could not take payment from me. I told her I never received any statements and only receiving late letters. She emailed my statements from XX/XX/2022 to current on XX/XX/2022. She advised me to fill out Mortgage Assistance Application and email it to XXXX to start another process. She said loss mitigation has declined my claim that I was never late for a payment. They did not consider the issues I had work mailing the first set of paperwork and all the calling in I did. I emailed what was asked for on XX/XX/2022 and no response from XXXX as of today. On XX/XX/2022 I finally received XXXX XXXX XXXX paperwork sent to me again from XXXX to resign and mail in with the XXXX envelope provided. I did it again. I have not heard from XXXX at all unless it is threatening letters stating my house can be foreclosed on.

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