Consumer complaint received 2021-12-08
Company: Experian Information Solutions Inc.
State: UT
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:
XX/XX/XXXX To whom it may concern, I am filing this complaint against XXXX XXXX XXXX on two accounts : 1. They negatively reported to my credit report and the other borrowers credit report saying we missed a payment while we are in forbearance 2. They never informed me that they were a private lender and that I wouldnt be able to start a deferral at the end of the forbearance.

Addressing Issue 1 : XX/XX/XXXX XX/XX/XXXX I was first put into forbearance by the servicer XXXX XXXX. I made a full payment for {$1600.00} on XX/XX/XXXX when I requested the forbearance until it was approved. ( attached*page1 ) I called back in on XX/XX/XXXX to make sure it was approved and they informed me that they were still working on it and so I made a full payment of {$1600.00} for XXXX. ( attached*page2 ) On XX/XX/XXXX I called again and they told me that they had approved a repayment plan until the forbearance was applied and that I should continue to pay as much as I could and that as long as I paid something that I wouldnt be reported negatively. I made XXXX payments of {$100.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ( attached*page3,4,5 ) As you can see on those emails the receipt says Repayment Plan on it showing that I was on a repayment plan. On XX/XX/XXXX I got an email stating the forbearance was approved and that during the forbearance term, late charges and other fees will be suspended. ( Attached*page 6 ) Since that day I have kept everything up to date and have been in forbearance all this time. 
As you can see from the attached XXXX XXXX never reported a late payment on my credit report and everything was in good standing. ( attached*page 7 ) XX/XX/XXXX- Now XXXX XX/XX/XXXX XXXX XXXX XXXX  sent me a letter informing me they were the new servicer. 

I filed for a Borrowers Assistance request on XX/XX/XXXX to make sure that I was going to be on forbearance still. They closed my request on XX/XX/XXXX. ( attached*page 8 ) I filed again though their website that same day and again my request was closed. ( attached*page 9 ) I called them at the end of XXXX applied by phone since email wasnt working. They confirmed I was in forbearance. 

XXXX XXXX I got an email from my credit report saying that XXXX XXXX XXXX had reported a missed payment. 

I called them immediately and they told me I would have to file a complaint by email about this that they couldnt do anything about it over the phone. In the meantime, my credit score dropped over XXXX points and so did the other borrowers because they also reported negatively on hers. 
I emailed them on XX/XX/XXXX and filed a complaint with them ( attached*page 10 ). They never emailed me back regarding this. I called several times in XXXX and each time they said a different thing. XXXX guy I talked to in XXXX said that this would be removed after we completed the repair on one of the bathrooms we were having to get fixed under the insurance. I called again when it was complete to have it removed and this person said that this wasnt true and that they wouldnt remove it and that I needed to talk to someone from another department. I emailed them several times and again got the same information from them. I basically got the run around and they used delay tactics in order to just let the days go buy. I called them last on XXXX XXXX and XXXX said that she could see that a complaint had been started regarding this, but that the resolution was set for the XXXX and they are no longer going to be servicing the loan after the XXXX. She said she would email the backend and tell them that they should have a resolution before that. 

XXXX XXXX XXXX even sent me letter informing me that I was in forbearance and that nothing negative would be reported on my credit report ( attached*page 11,12 ) I started a dispute with all three credit reporting agencies regarding this on the end of XXXX, but Planet Home Lending informed the credit reporting agencies that they are not going to remove this missed payment and that the information they reported is accurate. ( letter attached*page 13 ) XXXX XXXX XXXX  claims that we missed a payment on XX/XX/XXXX in this letter ( attached*page14 ). Then they report to Experian that the payment I missed was in XX/XX/XXXX ( attached*page15 ) To XXXX they reported I missed XXXX and XXXX ( attached*page16 ). This is all inaccurate and false. As you can see in the very detailed timeline I was always in forbearance and or making payments and XXXX XXXX never reported a missed payment for XXXX or any other dates. XXXX XXXX XXXX wasnt the servicer of the loan until XX/XX/XXXX and I was always in forbearance with them and am in forbearance with them till XX/XX/XXXX so this is both false and also not in accordance with the Fair Credit Reporting Act. 





Addressing Issue 2 : I called XXXX XXXX XXXX at the beginning of XXXX and made sure I was in forbearance with them and they said it was. 

In XXXX XXXX XXXX XXXX reported negatively on my credit report stating I had missed a payment even though I was still in forbearance. 

I called them to make sure I was in forbearance and they said that I was until XX/XX/XXXX. The representative I talked to informed me that the loan was no longer eligible for forbearance and that if I wanted to request more time they would have to ask the Lender for an extension. I asked them to do so. They called me back a few days after at the beginning of XXXX to inform me that the lender had approved the forbearance until XX/XX/XXXX. 

I called them at the end of XXXX and they told me they were going to mail me paperwork to start the loan modification. I never got the paperwork and called again on XXXX XXXX and XX/XX/XXXX. I asked for the deferral so that the $ XXXX that I owe would be put onto the end of the loan. I knew that I was eligible and would get that for sure because of the CARES Act and having a XXXX XXXX backed loan. XXXX XXXX always reported in my credit report that this account was under XXXX XXXX ( attached*page 7 ). Instead the representative informed me and this was the first time I had heard this : That they can not do a deferment because we have a private investor loan. I was really surprised to hear that since my loan was originated and closed as a XXXX XXXX loan in XX/XX/XXXX. I have attached your DU findings from your original loan as verification of this. 

When I requested the forbearance from XXXX XXXX it was never advised to me that I could not defer the payments later because my loan was not backed by XXXX XXXX. I requested XXXX with XXXX XXXX XXXX and they also never informed me of this. And there was no way for me to know that my loan was sold as a portfolio loan and not backed by XXXX XXXX. This was never disclosed to me or the originator. This was important information because it directly impacts my options for CARES act. Because my loan was originated as a XXXX XXXX transaction I should fall under the CARES Act and be able to defer the forbearance payments. However, my current servicer just advised me today ( XXXX XXXX ) that they were a private lender.

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