Consumer complaint received 2022-02-10
Company: Experian Information Solutions Inc.
State: NC
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:
I already submitted CFPB complaints for both XXXX XXXX  ( # XXXX ), as well as XXXX ( # XXXX ) related to my mortgage. See attached complaint as reference. These complaints were related to XXXX 's mishandling of my mortgage account by failing to properly process my COVID forbearance/loan modification, and then reporting my loan as delinquent when I had at all times paid my loan and on time, and then selling my loan to XXXX before they fixed the problem, including misrepresenting to XXXX that my loan was delinquent. THAT problem has now been fixed I have an FHA XXXX partial loan claim/modification covering the period of XX/XX/XXXX to XX/XX/XXXX, and as of XX/XX/XXXX my account has gone into repayment via auto-debit. See attached loan modification docs, including loan modification summary, as well as proof of my mortgage payment since XX/XX/XXXX. 

However, the problem remains that my credit report ( at section 3 ) continues to state that my loan with XXXX was over 120 days past due in XX/XX/XXXX, and as a result of that I can not obtain a refinance, which I have been seeking to do since last year, but have been prevented from doing due to the misreporting of my loan as past due ( in XX/XX/XXXX ) for a period of time when I have a value FHA COVID partial loan modification ( from XX/XX/XXXX to XX/XX/XXXX ). This is a violation of the CARES Act.

I tried to apply for a refinance in XX/XX/XXXX, but was denied because of XXXX misreporting my loan as delinquent. I brought this to XXXX attention in XX/XX/XXXX, and so they have been on notice of the financial damage their misreporting has caused me since XX/XX/XXXX. I thought they had fixed the errors, and it initially seemed that they would work with me to fix the credit reporting errors, but when I applied for refinance again in XX/XX/XXXX, I was told that section 3 of my credit report is still showing that XXXX reported my loan as over 120 days delinquent in XX/XX/XXXX. I have attached a screenshot of that portion of my credit report that I received from my mortgage broker. I CAN NOT refinance until the XXXX reference to my loan being 120 delinquent in XX/XX/XXXX is corrected. By not doing so, XXXX is preventing me from accessing tens of thousands of dollars of equity in my home. I have tried to get XXXX to correct this error, but the latest response I received this week ( which is attached ) indicated that they are not taking responsibility for the misreporting. They are trying to blame me for the loan modification not being properly processed, however, that is bad faith as I explained to the representative I last emailed with ( see attached ), I understand that this is XXXX 's explanation for what happened but I had many, many conversations with various representatives at XXXX and none of them were ever able to tell me what was wrong with the loan, and we only discovered the error when I was forced to file a complaint with the Consumer Financial Protection Bureau. If I would have truly been contacted and told that it was a simple missing form I would have immediately taken action. As you are able to see from my records, at the end of my forbearance I went into repayment and had my monthly mortgage payment auto-debited and I even paid more than my monthly payment. I was NEVER EVER informed about a missing document in real-time. With all due respect I believe that this all occurred because of a mismanagement of my account. I do sincerely appreciate that XXXX was willing to correct parts of my credit reports, but, unfortunately, they did not fix the reports in their entirety and so I am currently unable to qualify for a refinance even though I have very good credit. XXXX 's negative reporting is literally preventing me from being able to access tens of thousands of dollars of equity in my home. That's a big problem. '' I do want to say that the representative XXXX who I have communicated with has always been professional and courteous and responsive to me and I am in no way wanting to criticize her. I think she is a great professional and am at least happy I was able to work with one caring individual during this nightmare of an experience My requests : ( 1 ) XXXX  to report ALL past payments as made on time and correct any negative reporting/reporting of delinquent payments ( including part 3 of my credit report which still shows the loan reported as over 120 days late as of XX/XX/XXXX ), and to do so immediately as I am in the process of trying to refinance my home and can not do so with this false reporting on my credit reports. 
( 2 ) In addition, in the short-term my broker may be able to accept a letter from XXXX on their letterhead that says that the negative reporting is an error in order to be able to continue to move forward in my refinance process. This will not replace the request to correct the errors, but it may help me in the short-term for the refinance process.

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