Consumer complaint received 2018-05-02
Product: Credit reporting, credit repair services, or other personal consumer reports 
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect
Company: Experian Information Solutions Inc.
State: KS

Complaint:
I contacted XXXX XXXX mortgage divison and spoke with a representative to get the fax number, to send up my borrowers authorization/ Power of attorney, and to go over the processes/ procedures in requesting a goodwill of removing three mortgage lates off the clients credit report. On XX/XX/XXXX, I fax in goodwill letter and all documentation related to the events that occurred. 

On XX/XX/XXXX, I had call back to the mortgage servicing department to confirm they have received all the documentation that was sent by fax. The representative did confirm that they received all documentation and again reminded me that it would take 7 to 10 business days for the credit reporting department to make their decision. On the seventh business day I reach back out to the same department and another representative had confirmed that decision had gone in our favor. She proceeds to informed me that it would take up to 60 days for the lates to be fixed on the credit. At that point, I asked her if she had the ability to have a letter generated reflecting the credit decision of removing the lates and faxed to me. She stated that should not be an issue. 
When I had not recived the letter the following day, I reach out to the customer services department again. I spoke with a different representative and she did confirmed that Credit department did reverse the negative marks on the credit report and she would put in another request to have a letter sent to me by fax and or email. At that point, I confirmed with my client that the lates were in the process of being removed. 

The following week on XX/XX/XXXX, I called XXXX XXXX once again and informed them that I still not received the Letters. The customer service rep looked back through the notes, confirmed all of the conversations that I had with the previous Reps. She also confirmed that I was supposed to be receiving a letter showing that the lates have been remove off the tradeline. she placed me on hold for just a few moments, then proceeded to have the letters faxed. 
Once I receive the documentation from the credit department, I was very shocked and confused. The documentation I had received did not reflect the original credit decision provided to me by phone. Nor did the paperwork reflect anything regarding a request of goodwill. All the letter stated was that the late were accurate and then if we had any other issues regarding these leaks we were more than welcome to mail a dispute in. 

I called and spoke to several different types of representatives including supervisor and a complaint representative. No one could tell me anything, except we are looking into the matter and we will open an investigation, which will conclude on XX/XX/XXXX. Unfortunately, I became upset and did raise my voice, which was not the correct response. 

I have three main issues with this situation : 1 ) Did the credit dispute department bother to read the paperwork that was provided to them or did they just look at the notes on the account. And If that was the case, why bother to gather any information or put together any type of request. 
2 ) Why do I have three different representative telling me that the credit decision went in my favor? I would also like to know, why the supervisor is unable to take a look at the notes that were in the account and answer that question immediately instead of giving me a very rude response and passing me off. 
3 ) If XXXX XXXX does not good will any lates off a credit report, then why would XXXX XXXX have a procedure in place for that type of request. 

I believe that I'm being discriminated again, because of the amount of loan I have with XXXX XXXX. It seem everything was just fine and they were willing to work with us, until my mortgage broker called in and requested a payoff. They are doing everything available to keep me with them. I did research regarding goodwill payments and I found that XXXX XXXX has done a lot of good willing lates off a credit report due to natural disasters issues like mine and other reason.

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