Consumer complaint received 2017-07-29 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: UT

Complaint narrative:
In XXXX of XXXX I was granted a Home Equity account by XXXX XXXX XXXX for {$66000.00} repayable at {$520.00} per month for a 30 year term. For the first several years things went well, but between XXXX and XXXX the economy gradually became worse. During this time period I held a XXXX position in the XXXX XXXX. In addition to my XXXX job I held tree additional jobs-one in XXXX and two outside of XXXX and I was earning around {$75000.00}. When the economy tanked in XXXX two of my, jobs that helped me generate {$26000.00} in income abruptly ended without any warning.
At this point I went to all of my creditors and explained my situation and asked for help. All of my creditors but one were very helpful letting me lower payments for a time, or just pay the principle, alter due dates and so on. My primary mortgage allowed me to make the payment on the last business day of the month which is when I was payed However, XXXX XXXX would not allow me any consideration whatsoever even though I went through their save my home department and communicated my willingness to pay them. I finally said that I could make the payment on the last business day of the month and they said that this was okay so long as I make the payments. So from XXXX until XXXX I made the payments on the last business day of the month.
In late XXXX  because of the home loan interest rates, and my change in jobs as well as a desire to get on a better financial footing I went to a local mortgage broker and applied for a home refinance loan. The day or two after applying for the refinance, the mortgage broker called me to tell me that I needed to have one year worth of no late payments on my second mortgage loan from XXXX XXXX. I was shocked because I had made every payment and had the bank statements to prove it and many of the receipts. The mortgage broker told me I had like 29 late payment reports. I was shocked.
At my local branch I went in and explained my situation and they gave me who to contact and instructed me what to do. So I printed off my checking account balance statements and wrote a letter asking for the XXXX XXXX to change the late reports for certain late reports. By the time I got through this first go around it was now late XXXX. I received an answer and XXXX XXXX told me they reversed 7 payments up to XXXX, which I did not ask for as I had only asked for two late payment reports to be reversed. The two late reports that I asked to be reversed were XXXX and XXXX of XXXX.
When I inquired as to why they would not reverse the payments I asked for, they told me that it was a violation of Federal Law to change their report to the credit recording bureaus. I also found it strange that they reversed seven reports because they were all made on the last business day of the month, and if they can reverse these seven they can reverse the two that I specifically asked to be changed. Furthermore I also inquired after XXXX XXXX as to why on their receipt, which I began to save after the meeting with the mortgage broker, that it says my transaction would be credited to the business on that day and month in which the transaction was made. I asked XXXX XXXX why they reported me being late although their receipt says something different. Their response was that because the payment was made on the XXXX and it should have been on the first the payment was technically late. I then asked why did they tell me that as long as I made the payment I would be okay.
My first mortgage company does not count my payment on the XXXX as being late, but XXXX XXXX does. I do not understand how they can say open thing on their receipt and yet report me for being late when my payment is credited to the day and month I make the payment?

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