Consumer complaint received 2022-09-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
XXXXXXXX XXXX XXXX  servicer received my mortgage loan as it transferred from XXXX during CARES ACT forebearance/deferral. There were no late fees charged or bad credit reporting until recent months and it's affecting my credit score. 

XXXX has not honored loan terms as previous upon transfer and will only allow me to speak to loss mitigation department that repetitively takes over phone conversation upon my calling and threatens foreclosure and offers me deed in lieu to take my home. 

They will not accept payment since loan transferred upon my multiple efforts to do so by phone or online. They only offer my full balance owed to be paid in lump sum or threaten the foreclosure or taking my home through deed in lieu since loan was transferred while under CARES ACT. 

After more than 10 phone calls to XXXX I was given information by one phone representative to complete a package of papers and attach documents if unable to pay one time lump sum balance or prevent further offers for deed in lieu. I submitted a completed package they refer to an application for loan modification although I've communicated that I would like to resume payment as prior to CARES ACT forebearance/deferral. Once receiving my " application '' I received notice that they received it. Weeks following XXXX sent me notice that it was incomplete due to missing documentation such as divorce decree that does not apply. They sent 3 letters delaying my complete application before finally agreeing and confirming it is as it was complete tge first time, nothing omitted in reference to my complete application. 

Earlier this year XXXX did not send payment as terms before loan transfer to my home owners insurance company that has covered me since 2007 when purchasing home. They claim they sent three faxes to homeowners insurance to get address to send payment but never followed up to ensure correct FAX ir phobe number. The neglected to call and my policy was dropped. My loan was transferred in past since purchasing home in XXXX  and this has never happened. I requested the faxes they claim to have sent to homeowners insurance company with confirmation. They did send me faxes they claim sent but there is no confirmation of them being sent. 

I was unemployed last year due to covid. I received unemployment through CARES ACT. I was under CARES ACT mortgage forebearance/deferral under CARES ACT with previous servicer. I applied for HAF assistance and have an application number. XXXX is refusing to receive payment from me as terms with previous servicer, neglected to pay my homeowners insurance by escrow as previous terms and servicer, they are now reporting my debt to credit agencies and adding late fees illegally. XXXX will not communicate with me when I call to get information. Their staff get angry and emotional and threaten me with fear-enducing ideas and language to defeat me regarding taking my home and ruining my credit through their threats of foreclosure and deed in lieu. XXXX does not give me adequate information or provide me with means to recover from crisis related to loss of employment last year, covid, CARES ACT policy and government agency. 

I am a healthcare worker unable to always answer phone calls while working with patients. I've called several times after 5 to communicate with XXXX and receive emotional outbursts from their loss mitigation department phone staff who do not provide information in-line with ethical, legal processes or guidelines outlined under CARES ACT. Every opportunity has been used to delay or defeat the consumer. 

Sincerely

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 non-monetary relief