Consumer complaint received 2021-07-23
Company: Experian Information Solutions Inc.
State: CA
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:
My mortgage was transferred from XXXX XXXX  ( loan # XXXX ) to XXXX XXXX on XX/XX/XXXX. At that time, the home was in escrow. XXXX XXXX contacted XXXX XXXX ( Loan # XXXX XXXX on multiple occasions in late XXXX and XX/XX/XXXX attempting to get a loan payoff and were rebuffed with the recurring excuse that my loan " was not in their system '' and they were unable to accept payment. We already had a payoff from XXXX  but without a demand from XXXX, escrow was unable to proceed with the payoff. I finally reached an employee ( XXXX XXXX ) at XXXX on XX/XX/XXXX who was able to secure the payoff for us the next day and the loan was paid in full on XX/XX/XXXX. When escrow did finally close, I was forced to pay many extra days of interest and taxes ( approx {$200.00} per day ) because of their refusal to provide a payoff when asked in late XXXX and early XXXX. I was lucky my buyer did not back out of the purchase due to their incompetence and misconduct. 

My loan with XXXX  was in forbearance at the time the loan was transferred. XXXX  rightfully reported my loan as paid as agreed. XXXX reported " paid XXXX days late. '' I have contacted XXXX XXXX on multiple occasions to no avail so I filed a dispute with the credit bureaus which XXXX responded to and lied to them saying I was 180 days late. If in fact I was 180 days late, there would have and should have been late fees charged to my account. None were charged because I was not late. My loan was under forbearance when it was transferred and XXXX XXXX was required to honor that forbearance or in the alternative accept a payoff in a timely manner. They did neither. 

XXXX XXXX only owned my loan for 19 days and spent 18 days of that refusing to take money from myself or escrow. Now they want to claim I was 150 days past due which is an outright lie. They need to correct my credit bureaus as they have dropped my perfect credit score from XXXX to XXXX. This is unacceptable and they do not respond to requests to correct their mistake. The phone number designated for disputes ( XXXX ) is not in service and rings 3 times then hangs up. I am attaching a screen shot from my phone showing multiple attempts to call. 

The lowered credit score has caused my business ' credit to be affected thereby choking my business during a pandemic. 

I am attaching the following : The original payoff quote I got from XXXX  good through XX/XX/XXXX The letter from XXXX saying my loan was being transferred which I received on XX/XX/XXXX An email from my realtor to XXXX XXXX with the letter referenced above attached and response from escrow saying they would need a new demand Emails from escrow from XX/XX/XXXX - XX/XX/XXXX outlining efforts by XXXX XXXX to get a payoff from XXXX XXXX to no avail. 
Text messages with my realtor from XXXX XXXX outlining the scramble to finally get a payoff from XXXX XXXX at XXXX XXXX the payoff quote and accompanying email I finally got on XX/XX/XXXX 2021

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