Consumer complaint received 2017-05-17
Company: Experian Information Solutions Inc.
State: NM
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I contacted the XXXX XXXX XXXX XXXX. on XXXX because I had an alert from XXXX XXXX that my score had dropped 70 points due to XXXX reporting my loan 30 days late. I contacted XXXX and was transferred to their call center in XXXX. After attempting to get answers over the next 7 days and talking to over 13 different Employees ( ID # 's include XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ) I still had not answers. XXXX/XXXX/XXXX I finally got in touch with a Man named XXXX ( id # XXXX ) that told me XXXX had sent out letters to me to let me know the amount of the escrow had changed. I let him know that no letters had been delivered to me and was there an attempt to contact me by phone. He said yes and recited a phone number to me that does not belong to me I asked if there was another number listed and he recited my correct phone number to me. I asked if that number had ever been called and he stated " NO '' that they had not tried to contact me at that number. My payment on this account is {$2100.00} that is automatically paid out of my bank account every month and I have record that at no time has this payment been made late much less 30 days late. When I spoke to XXXX he said that there was an outstanding balance on the account at that point of {$800.00}. I stated to him ( on a recorded conversation ) that I would pay that amount right then even though I do n't feel I owe it because it is effecting my credit score. XXXX told me not to pay that amount because it would hinder the investigation. The reason I found out the escrow amount had changed is because they applied forced place flood insurance on my property and never let me know about it. Thus charging me an additional {$2400.00} on my escrow and increasing my monthly payment to {$2500.00}. My automatic payment continued as usual for {$2100.00}. I let them know I have flood Insurance and the policy only cost me {$610.00}. XXXX told me he would be back in contact with me by the XX/XX/XXXX to let me know what he can do to help. I called XXXX on the XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX and made sure to leave a message for a return call. I then called XX/XX/XXXX. I stayed on hold for him for well over an hour in order to speak with him. Once he finally answered the phone he was very dismissive stating that XXXX would not be interested in correcting my credit file or fixing the escrow amount. I spoke to XXXX XXXX at XXXX XXXX XXXX. XXXX. in the U.S. she stated she would do what she could to help me and requested that I contact the OMBUDSMAN Department. I did and spoke with XXXX. XXXX said he would do what he could to help and would be in touch with me. There is a lot more to this story than I can type at this point If someone would like to give me a call I can provide much more detail. In continuation, XXXX was to research all the information provided and get back to me. After 10 days I had to call them again. XXXX/XXXX/XXXX I got XXXX on the phone who told me that because he felt they did their due diligence by " sending '' me correspondence even though I never received it that they would not be reversing the negative remarks on my credit Bureau. On top of that even though I have provided the " required '' flood ins. policy that they would continue to increase my escrow and my payment would remain {$250.00} higher than my contractual amount of {$2100.00}. Because they are continuing the forced place flood insurance for XXXX. This is not ethical! I paid XXXX an additional {$650.00} on XXXX XXXX ( with XXXX ) to make sure there would n't be an issue reporting accurate information to my credit report. They then reported another 30 day late payment to the bureau and XXXX told me today they will be reporting another 30 day late payment for XXXX even though I have overpaid them {$880.00}. I can not be held accountable for something I do not know about. XXXX did not apply due diligence to contact me and let me know a change on my escrow had occurred. I personally would have taken care of it that day if I had known. For them to drag a good paying customer though this is unacceptable. I feel at this point they are taking advantage of me by not correcting my credit score as well as overcharging me on the money. Any and all documentation of on time payment for correct amount can be provided per request. I have no additional documentation from XXXX because it was never received. XXXX Employee XXXX # XXXX stated that they sent me a certified letter however, he can not proved receipt or tracking that it ever got to me.

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