Consumer complaint received 2023-12-19 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: CA

Complaint narrative:
At the time of purchase, our original mortgage was with XXXX. 
On our original loan, we were making payments on time regularly. 

We were made aware in XXXX of 2023 via mail from XXXX that impounds were being incorrectly calculated by XXXX while they held the loan. 

XXXX was now assuming our loan from XXXX, but XXXX noted that XXXX should have been applying approx {$900.00} to the impound account rather than the {$500.00} they had been applying for quite some time before selling our loan to XXXX. 

XXXX insisted I pay approximately $ XXXX immediately to bring the loan into compliance, and to avoid delinquent reporting. 

Although this large unexpected expense was a severe hit to our budget, we complied. 

To have a blank slate, and to avoid further confusion as to where monies were going, we created a new bank account with XXXX for any future mortgage payments. 

We made the update of the new account on their secure website. 

We did not take a snip-it/screenshot of the confirmation since it would be recorded on their site. 

Though we had made this change, XXXX continued to auto-deduct from the original bank account but said we were not making the payments. 

We had the confirmation we were paying via our XXXX personal banker 's records. 

Upon our informing XXXX of this, XXXX stated that there was a glitch in their system, yet chose not to correct their error. 

This latest error ( " XXXX '' ) was only discovered when the city sent us a tax bill claiming non-payment of the very same taxes that were rolled into our mortgage. 
We were fuming now! 

This is how we learned of their error in not allocating our payments correctly. 

All of this was taking a huge toll on our budget in addition to XXXX taking my spouse out of work as well. 

XXXX sold our mortgage to XXXX, and we continued to make our payments as directed. 

We feel that we were improperly informed of factual changes and errors that put undue stress and hardship on our family. 

XXXX. The new assessment for the house. 
XXXX. A subsequent tax increase. 
XXXX. Disclosure of newly allocated monies regarding principal, interest, and taxes. 
This coupled with the fact that they were not making payments to the taxes, and not applying the appropriate funds to the correct places. 

By now, we were so very happy that XXXX sold our account but they never applied our last payment they had pulled from the old bank account, kept the funds, and reported to XXXX that we were 2 months behind, ( which was an untruth ) This forced us to make payments totaling 3 months ' payments to XXXX to rectify the mistake of XXXX. 

We never got any more refunds or information detailing the payment they had taken.

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