Consumer complaint received 2021-01-13
Company: Experian Information Solutions Inc.
State: CA
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 am writing to dispute the following information in my file in relation to Credit Reporting from XXXX XXXX, Account # XXXX for a 30-Day Late on XX/XX/XXXX. 
XXXX XXXX company has violated the Fair Credit Reporting Act against me. They have violated by the following : Entered a 30-Day late on to my credit report Failed to properly follow the laws of the Fair Credit Reporting Act while in the process of transferring/selling our loan to another Mortgage Company XXXX  is also responsible for failing to act in a timely manner which has caused me undue hardship by entering derogatory information onto my credit report and by failing to respond to all methods of communication to avoid the negative credit remark. 
Timeline of events XXXX XX/XX/XXXX XXXX sent a letter to me advising that they transferred my loan to XXXX XXXX XXXX XXXX XXXX ( see attached ). 
XXXX XX/XX/XXXX XXXX ceased access to their online payment system XXXX XX/XX/XXXX XXXX phone line had a recorded message for customers to call back the following day. This was at XXXX. 
XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX representative confirmed that the loan was now with them and that payments were due to them. The representative advised me that I could make XXXX payment by phone or I could pay online. I advised that I would pay online so that I could obtain a receipt. 
Note : I advised the representative that we were in the middle of refinancing our home loan and that I needed information from her to payoff the balance of the loan. The representative provided me with an email address to obtain the payoff information. 
XXXX XX/XX/XXXX I sent an email to XXXX XXXX XXXX to receive payoff for balance of mortgage loan. 
XXXX XX/XX/XXXX I received a copy of the payoff letter from XXXX XXXX via email ( see attached ). 
XXXX XX/XX/XXXX I received a newsletter from XXXX XXXX XXXX XXXX XXXX as a customer ( see attached ) XXXX XX/XX/XXXX I paid the mortgage online with XXXX XXXX XXXX XXXX XXXX ( see attached proof of payment ) in the amount of {$7200.00} plus a {$2.00} processing fee. 
XXXX XX/XX/XXXX I received an updated payoff letter from XXXX XXXX via email ( see attached ). 
XXXX XXXX to current received phone calls from XXXX XXXX Collections Department daily. 
XXXX XX/XX/XXXX - I finally spoke with XXXX, XXXX, who works in the Collections Department for XXXX. She advised me that she was not aware of the transfer/sell of the loan and referred me to follow up with the Collections Proxy Department and provided me with their email. She also stated that she would notated the account for additional review. 
On XX/XX/XXXX, I sent a letter to XXXX XXXX  to ask if they could stop the collection calls on our account. The reason being is because they sold/transferred our loan to XXXX XXXX XXXX  XXXX XXXX. The XXXX representative who identified herself as XXXX, XXXX, advised me to send my correspondence to their Research Department via email, XXXX. I sent them the letter ( see attached ) and a copy of the proof of payment for XXXX mortgage and a copy of the letter that they forwarded me dated XX/XX/XXXX ( see attached ). 
XX/XX/XXXX, I spoke with XXXX XXXX of XXXX XXXX XXXX XXXX XXXX ( XXXX ) via phone. I advised her that I was still receiving phone calls from XXXX XXXX collection department. XXXX XXXX advised me that she would follow up on this matter because they ( XXXX ) should not be calling me and that I should be corresponding directly with XXXX. 
XX/XX/XXXX at approximately XXXX. I received a phone call from XXXX XXXX from XXXX. She advised me that she had been in communication with XXXX XXXX company and that she advised them to cease the phone calls to me in regarding XXXX mortgage payment. Ms. XXXX also advised that they had forwarded a copy of the proof of the XXXX payment to XXXX. She stated that this was a simple matter of exchanging communication and documentation and they Below is a copy of the letter sent to the email for collection proxy. 
XXXX XXXX Re : Loan # XXXX To whom it may concern : I am writing this letter out of concern for a serious miscommunication between XXXX employees and XXXX XXXX XXXX. XXXX XXXX and I were noticed that XXXX sold our loan to XXXX XXXX XXXX. The letter came in the mail on XX/XX/XXXX and was dated XX/XX/XXXX ( see attached ). Coincidentally prior to receiving/reading the letter, I attempted to pay XXXX mortgage payment to XXXX on XX/XX/XXXX via online, as I had done in the past without any positive results. The payment was not accepted. XXXX  online account stated that I was not authorized to make a payment. 
Timeline of Events XXXX XX/XX/XXXX from XXXX XXXX XXXX, I attempted to make XXXX XXXX payment to XXXX  online. 
XXXX XX/XX/XXXX from XXXX XXXX XXXX, I called XXXX @ XXXX to speak with a representative. I was placed on hold and then a voicemail message came on that said XXXX was closed. 
XXXX XX/XX/XXXX at XXXX, I called XXXX XXXX XXXX at XXXX, Ext. XXXX and confirmed that our mortgage loan was now assigned to this company with a loan number of XXXX # XXXX. They representative advised me that the XXXX payment was payable to them and that I could make a payment by phone or online. I advised that I would pay online to get a receipt. 
XXXX XX/XX/XXXX I requested a payoff from XXXX XXXX XXXX. XXXX XXXX XXXX sent the payoff via email. 
I respectfully request that XXXX update its records to ensure that the transfer of loan is properly documented. I also ask that the payment we made to XXXX XXXX XXXX be recognized and reflected in XXXX documentation to there are NO XXXX late reported to the Credit Bureau. As you can XXXX, this is not a good situation for us and causes alarms to be set off because of the continuous and frequent calls from XXXX collection department. 
On XX/XX/XXXX, I fielded a call from XXXX # XXXX who informed me that there is a possibility of having a 30-DAY late added to our credit report because of this oversight. I am requesting that this be corrected immediately. We have already paid the mortgage and should not be penalized because of an oversight or lack of communication. The payment has been made and we have proof via the receipt from XXXX XXXX XXXX and from our Bank Account in which the payment was withdrawn. 
We thank you in advance for your attention to this matter and ask that we are provided an update when this matter has been resolved. 

XXXX XX/XX/XXXX a 30-Day late was reported to my credit bureau by XXXX. 
XXXX XX/XX/XXXX I called and spoke with two different representatives from XXXX. The first person was XXXX who worked in the XXXX Department. I advised XXXX that I had already paid off the loan to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX via XXXX XXXX XXXX XXXX. I also advised him that I wanted to have the 30-Day Late removed from my credit report because : I paid XXXX mortgage via XXXX. 
o I also advised him that I had spoken with both XXXX  representative to follow up on this matter and XXXX XXXX from XXXX. See above timeline for further details of that matter. 
I paid off the entire loan XXXX transferred the loan to XXXX XXXX XXXX ( XXXX ) so we no longer were in business with XXXX  It was a violation of the Fair Credit Reporting Act because of the transfer between XXXX and XXXX XXXX XXXX XXXX XXXX which made it illegal to report any negative reporting because of this He advised me that the records did not reflect this information and that he showed I was two payments behind. I asked to speak with a supervisor. He transferred me to XXXX. 
I advised XXXX of the information highlighted above which basically outlined the XXXX payment and the refinance of the loan which paid off the balance. 
XXXX advised me that he showed that the transfer had been rescinded as of XXXX XX/XX/XXXX. I was completely shocked. He also stated that there was no records or information on his screen and that I would need to go find the payments and get back to XXXX or call their loan transfer department. He then advised that he would notate the account for the payment and the removal of the 30-Day Late. I again repeated to him that there was over {$770000.00} dollars that was not accounted for and that I believed there was either some fraudulent practices, miscommunication, and serious errors being precipitated from XXXX and I wanted to speak to a manager immediately. 

Concurrently, as I was speaking with XXXX from XXXX, XXXX XXXX called XXXX XXXX XXXX XXXX XXXX and spoke with XXXX XXXX, Ph # XXXX who immediately responded to our concerns. Ms. XXXX advised that XXXX XXXX had failed to deliver the appropriate documents in a timely manner to their loan department by XX/XX/XXXX. They also advised that they were in receipt of the money from the refinance {$760000.00} ( see attached payoff letters dated XX/XX/XXXX and XX/XX/XXXX of XXXX ). They also confirmed that they were in possession of the XX/XX/XXXX payment of {$7200.00}. XXXX XXXX also advised that a 30-Day Late should have never been issued and it was a violation of the Fair Credit Act. 
Ms. XXXX advised that the money from the refinance and the XXXX mortgage payment was wired to XXXX on XX/XX/XXXX. 
Furthermore, I advised XXXX of this information and he stated that he would follow up and have someone call me first thing in the morning, XX/XX/XXXX. I HAVE NOT HEARD FROM XXXX. XXXX has not responded to my emails, letters, or phone calls. XXXX did not follow up with the transfer/sell of the loan. XXXX entered a 30-Day Late onto my credit report when : 1 ) the payment was made 2 ) they transferred the loan to another company ( see attached letter dated XX/XX/XXXX ) 3 ) they failed to follow up with the completion of the transfer and penalized the customers ( XXXX ) because of their failures 4 ) they failed to respond to my requests via phone and email to avoid the confusion that led to the 30-Day Late 5 ) they violated the law by making a report to my credit bureau for a late entry during the transfer of the loan which violates the Fair Credit Reporting Act 6 ) XXXX  Departments have poor communication between employees which has caused undue stress and hardship on the consumer/customer 7 ) XXXX has no true system of accountability for follow up and follow through which has caused undue stress and hardship on the consumer/customer XXXX ) XXXX employees are not properly trained and provide inconsistent and inaccurate information 9 ) XXXX technological systems are not in good working order as evidenced by the failure to accept a payment on XX/XX/XXXX * It should be noted that there are multiple customers who reported this same problem on the XXXX XXXX XXXX  Review comments ( see attached screen shot taken on XXXX XX/XX/XXXX ) 10 ) XXXX  technology/systems does not allow access/interface that allows their employees or supervisors the ability to ascertain correct or appropriate information necessary to troubleshoot problems with their customers accounts. 

Overall, I am respectfully asking that the 30-DAY LATE be removed immediately from my account. I paid the mortgage on XX/XX/XXXX as agreed upon to the lender that I believed oversaw my loan. I also have since paid off the loan in its entirety ( see attached printouts from XXXX that highlights the account balances dated XXXX XX/XX/XXXX and XXXX XX/XX/XXXX ). I have worked very hard to improve my credit score and made efforts in advance to ensure that I avoided any negative reporting to my credit report. I should not be penalized because of XXXX failures to act, respond, follow up, and follow through. I was in the process of obtaining an equity line of credit and because of this negative reporting, am not able to move forward until this is resolved. I also in the process of seeking employment to which my credit report is reviewed and analyzed as a part of the background. I would hate to lose out on an opportunity because of this error. I pray that someone can assist me with getting this resolved and ultimately removed. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX , CA. XXXX

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