Consumer complaint received 2024-10-14
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc. (FL)

I have received this response from Freedom mortgage in regards to a compliant I made when I called about a forbearance I requested due to financial difficulties. I called XXXX XXXX  about the status of my application because I hadn't heard anything and I applied over a month ago and I went into the portal I notice my payments had been changed to {$280.00}. I called to get clarification on how the forbearance would work because I didn't receive any information after I applied a few months ago. I ask the agent I was speaking with how this process would affect my credit and how it would report to my credit. The agent at first didn't really know and she put me on hold a few times because she wanted to get me the exact answer. After researching for a while she told me it shouldn't affect it but still wasn't sure. She told me that she would get the exact answer and would call me back when she did. At this point I was confused and didn't know what to do. I never received a call from the agent and all of a sudden the next month I see a 60 day late on my report. I called XXXX XXXX  again and let them know that I was told it wouldn't affect my credit. I told them that I spoke to an agent and she told me it wouldn't and she would call me back with the correct answer. I ask them to listen to the call and they acknowledge what the said but the letter which I told them I didn't receive stated it may affect may credit. I ask them what does " may '' mean. It is either it will or it won't. The supervisor still was unwilling to fix the error. I never was given the correct information to make an informed discussion and I shouldn't be punished for the agents lack of knowledge. This is clearly XXXX XXXX  error. I had done forbearance in the past and when going through financial difficulties the payments were put on the back of the loan. Freedom mortgage didn't tell me that wasn't an option when I applied they didn't tell me anything as everything was done online. As you can see in the response the company knows that the agent made a mistake but won't accept responsibility. It is the company 's duty to train there employees and ensure that they are given the most accurate information because this is people 's lively hood and they can really hurt someone if they don't provide the correct information and due as they say they are going to do. This all could have been handle if I received a call back with the exact information I was asking for. 

Company 's Response XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Re : CFPB Complaint # XXXX Freedom Loan # XXXX Dear XXXX XXXX, This letter is in response to your complaint to the Consumer Financial Protection Bureau XXXX CFPB ) in which you express concerns regarding the information being furnished to the credit reporting agencies during your recently approved partial-pay forbearance plan. As a preliminary matter, Freedom Mortgage Corporations ( Freedom ) records reflect that the servicing of your mortgage loan was transferred to XXXX  from XXXX XXXX effective XX/XX/year>. As such, under RESPA your loan was protected from late charges and delinquent credit reporting for the immediate XXXX following the transfer. After the RESPA period ended, the true account status began reporting to the CRAs. After reviewing the recorded XX/XX/year> phone call with you, where we informed you that we had not reported your account as delinquent because of the recent servicing transfer. You questioned the excerpt from the forbearance approval letter that you received informing you that your credit score may be impacted, inquiring specifically as to how your credit may be impacted by the forbearance. A copy of the forbearance letter is attached with this response. You were informed that the forbearance does not protect you from negative credit reporting, and the agent ended the call informing you that she would seek clarification on how your credit may be impacted and would call you back with an update. However, it appears as though the agent did not provide you an update. Please accept our apologies for any frustration this may have caused. We did not speak to you again until XX/XX/year>, when you called in stating that you had not received any documentation regarding the forbearance and informing us that the previous agent had confirmed that the forbearance would not impact your credit. Because your loan is no longer under the RESPA 60-day protection, and we can confirm that you were not informed that your credit would not be impacted, we are required to report the true status of your loan to the CRAs. Therefore, the information being furnished to the CRAs is accurate and can not be amended. Your account is presently due for the XX/XX/year> payment in the amount of {$3500.00}. Should you have any further questions or concerns, Customer Care Representatives are available to assist you Monday through Friday XXXX XXXX and Saturday XXXX XXXX Eastern Time at XXXX XXXX XXXX XXXX. Very sincerely yours, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Attachments XXXX XXXX XXXX XXXX XXXX XXXX XXXX