Consumer complaint received 2024-06-10 00:00:00
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.
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX  has been my mortgage lender for over a decade, in which time I have never been late with my mortgage. During the period of crisis, when my husband had been laid off ( from XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  I had requested multiple economic hardship forbearance and/or deferment options, making sure whichever option we chose would not negatively effect our credit. Once our forbearance was up, in XX/XX/XXXX, I began paying XXXX XXXX XXXX XXXX the amount for which they invoiced me, and in the meantime, we were converting our mortgage from a 30 year to a 40 year mortgage. We did not want to do this, but, we did not have the {$27000.00} " catch up '' amount they would have required for us to maintain our initial mortgage. 

When we began the process of conversion, I called an ensured we would not receiving any negative reporting by XXXX XXXX XXXX XXXX  on any of the three major credit bureaus, and was told by an XXXX XXXX XXXX customer service representative, at their customer service number, XXXX, as long as I continued to make payments in the amount I was being invoiced for, I would not have any negative credit reporting. While the mortgage conversion was in process from XX/XX/XXXX, to XX/XX/XXXX, I paid {$2200.00} each month, as I was invoiced and was not late with these payments. The payments were made on-time and cleared my checking account on these dates : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX 

I later noticed that my XXXX XXXX had dropped significantly and my on-time payments category was the major impact on this score negativity. I looked into this and noticed XXXX XXXX XXXX XXXX XXXX XXXX XXXX  had reported me " 180 Days or More, Past Due '' for for the four consecutive months, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX When I reached out to the bank, they advised me they had sent me a letter and on page 7 of the letter it listed " this conversion may negatively impact your credit ''. I did not receive that letter and I told them this much. I also made them aware of their customer service representative telling me this would not negatively effect my credit. I have opened a case with them, they had " resolved '' this case by telling me they were correct and I was at fault. I reported them to the three major bureaus ( Experian, XXXX and XXXX XXXX ) and those disputes were resolved with nothing happening as the credit bureaus informed me the creditor confirmed the information was correct on my reports. 

XXXX XXXX XXXX XXXX is doing nothing to help me despite their lack of communication with me, with regards to this matter. This is seriously impacting my credit in a negative way and despite multiple attempts to resolve this trough various channels at the bank, they are doing absolutely nothing to help me. I am very upset about receiving misinformation, no information, and having to have this negativity reported against me. Please help.

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