Consumer complaint received 2020-04-18
Company: Experian Information Solutions Inc.
State: TX
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:
End-to-End Detailing Facts Supporting My Dispute Email sent to XXXX  XX/XX/XXXX : I wrote again to the Presidents Executive Resolution Team Service Excellence detailing how XXXX staff let us down the final month of a 15-year loan that I diligently made 179 payments on time as agreed. 

Simply put, I was not notified in XX/XX/XXXX by mail or phone call that I must send a certified payment nor did I get an accurate itemized payoff letter. I did not get information until I called multiple times in XXXX. I was let down and subjected to rude behavior, and the most egregious reaction was to be yelled at, humiliated and figuratively slapped in the face with a 30-day delinquency. Oh, by the way, I paid the loan in full immediately after engaging staff in XXXX. 

Below, explains how I was let down, humiliated and injured by poor customer service and bad attitudes. The following document sets were sent to XXXX and Experian. 

Document Set I I requested XXXX  to Remove the 30-day Delinquency from All Credit Bureaus. I have never been late throughout my 35 plus year credit reporting. XXXX refused to correct my report when I disputed the delinquency through Experian based on their unfair, deceptive and abusive practices. 

Document Set II The XX/XX/XXXX Payoff Statement that I requested, by the way that I did not get in XXXX from XXXX via phone, certified mail, regular mail, phone call, nor email, which would have prevented this disastrous CUSTOMER EXPERIENCE AND SERVICES, after spending 10 hours on the phone with multiple at times rude and impatient departments. I was charged two {$30.00} equaling {$60.00} in fees to generate accurate time appropriate payoff statements that itemized the itemized not guesstimated the Other Charges consisting of {$170.00} recording fee and the {$60.00} fees for P/O Stmt Preparation. The two {$30.00} fees for P/O Stmt Preparation were reversed after I challenged XXXX  interpretation of the California Civil Code that cited that a services can/could charge fees, but XXXX acknowledged that it did not state they must charge fees for payoff statements. 

I found at https : XXXX the following : Your payoff statement may list several types of administrative fees. California Civil Code allows lenders to charge {$30.00} to issue a payoff statement, although other states, such as Georgia, give borrowers the right to a free copy. Unless your loan is backed by the U.S. Department of Veterans Affairs or financed through FHA, the amount needed to satisfy your loan also may include a payoff fee of {$50.00} or so. 
This is unfair, deceptive and abusive, because I was berated and yelled at when I challenged, As A Proud United States XXXX XXXX, their treatment of this matter and me as a loyal paying and paid in full loan customer, and the fact that I told them that my other mortgage holder XXXX XXXX   does not charge their valued and esteemed customers payoff statement fees. XXXX acquired the servicing for two of my three California properties. XXXX did not send me the law citation when I requested it. Also, I do not see any mention of allowable payoff statement fees in the XX/XX/XXXX Consumer Laws and Regulations RESPA guide found at : https : //files.consumerfinance.gov/f/201308_cfpb_respa_narrative-exam-procedures.pdf. 

Document Set XXXX After the ACH debit was not cancelled and I did not receive the payoff notices that XXXX produced after the loan was paid in full, I received the XX/XX/XXXX letter explaining the " U.S. Department of Housing and Urban Development Office of Housing Servicemembers Civil Relief Act Notice. Also, In the XX/XX/XXXX letter with the subject line : " This Communication is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. '' On multiple phone calls to XXXX on which I was excoriated by staff and supervisors, I was treated like a " lying criminal ''. It was so bad that as staff yelled at me, I always asked if they knew what their colleagues in other departments did? The answer was no! I asked each time I was told that I was in the wrong department if they could do a warm handoff so that I would not have to retell my horrific story. Most of the time I did not get a warm handoff and I was rudely hung-up on several times. Again, I must reiterate, why would I pay 179 payments on a 15 year long, only to miss the final payoff payment the, which is 180th payment? By the why, XXXX acquired this loan from XXXX at the end of the loan 's life. I was never treated like a criminal by XXXX. 

XXXX wants service fee income and fee income earned for issuing payoff statements. This causes consumers harm and XXXX 's practices are abusive and deceptive and their churn and burn work environment is toxic as a result their customer facing employees over the phone are hateful, acerbic, threatening and rude. 

Document Set XXXX I received a letter dated XX/XX/XXXX from XXXX XXXX, Executive Resolution XXXX from the President s Executive Resolution Team - Service Excellence. This letter has attached to it all the notices that I did not receive until after the fact. I paragraph three Ms. XXXX after giving her reasons summed up the paragraph with : " We therefore do not agree with your statement of unfair, deceptive, or abusive acts or practices ''. 

In the next to last paragraph, paragraph six Ms. XXXX says : " We regret any inconvenience you may have experienced with our customer service department in resolving your issue. The representatives involved will be provided additional remediation regarding the areas of opportunity identified ''. 

Wow! My main issue is still unresolved. The removal of 30-day delinquency is still being bounced from one department to the next. This should have been escalated and cleared by Ms. XXXX XXXX, Executive Resolution Team - Service Excellence before she pinned her letter to me. 

I seek action not an insipid, useless, uninspiring and thoughtless non-customer focused canned apology with the contradictory statement : We regret any inconvenience you XXXX have experienced with our customer service department in resolving your issue. 
XXXX has destroyed my credit and harmed my good name as a consumer. I require in behalf of all their customers protection and my great credit score, my great reputation and MOST OF ALL MY GREAT NAME RESTORED! 
In my humble opinion, only the guilty provide qualified apologies when they do harm to others. As a society, when apologies begin with prepositional phrases, the apologists need moral and ethical course corrections. 

Deeply Hurt, Disappointed, Marginalized, Undervalued, Disrespected and Injured by Horrible and Unprofessional Business Practices. 

Document Set V The data dump of documents that were supposedly mailed, but that I did not get. They all were mailed in separate envelops with the one-page cover XXXX  stationary addressed to me with the tracking barcode and numbers : XXXX XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX. 

Welcome to the world of covering your tracks when someone is or others are on to your deceptive, abusive acts or practices.

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