Consumer complaint received 2020-02-11 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 — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: UT

Complaint narrative:
Note : Most dates are correct but some are approximate XXXX XXXX  " XXXX  '' took over my mortgage loan as it was purchased from my previous lender. Once this happened I called XXXX and told them that I wanted to set up auto-payment for my monthly payments. The person on the other line informed me that it had been done. 

On approximately XX/XX/XXXX I noticed that my mortgage had not been paid for two months through my bank account and I noticed that my FICO score had been significantly reduced from XXXX and Experian because of this. I decided to call XXXX to find out what was going on. On this date I was transferred around multiple times and talked to XXXX and XXXX. I was told at that time by XXXX from XXXX that she would be sending my account to their credit department to research and I would be getting a response from them within 7-10 business days. 

On XX/XX/XXXX I talked to both XXXX and XXXX at XXXX. I was told to send confirmation from my credit union that the account was open and valid at the time the payments were and that I needed to send my bank statements to prove that there was money in my account at the time they tried to remove the money. I faxed that information approximately the same day. 

On XX/XX/XXXX, I talked to XXXX at XXXX to find a status, he confirmed that the previous fax I sent was received and he was working on it. I was told my XXXX   that they needed another letter from my credit union with specific information that was not included in the first letter. I asked XXXX if they could write the letter to send to my credit union so that it was correct and the said they couldn't do that. So I did my best to figure out what to ask the credit union to put in the letter based upon what they had told me. 

On XX/XX/XXXX I called XXXX again and talked to XXXX. She told me that I needed to get my credit union to include the routing number and signature on the document send previously. Which I requested from my credit union. 

Shortly thereafter, I called XXXX again and asked the status and was told that they did not receive my fax and they would forward the other documents to their credit department. I had noticed that one of the two delinquent payments were taken off the XXXX account but the XXXX XXXX was still there. They also removed the delinquent payment from XXXX on the Experian and XXXX but not for XXXX. 

On XX/XX/XXXX I received a phone call from XXXX from XXXX who informed me that the whole problem was that some numbers were transposed on the auto draft and because that was not my fault they were going to take the negative statements off my credit reports. 

After a couple of days, the negative statement on my credit report was removed from XXXX but not Experian or XXXX and only one of the two late payments were removed from XXXX, XXXX and Experian. There was still one showing on each for XX/XX/XXXX. 

I called again to inquire as I had been seeing a pattern of misinformation coming from XXXX and wanted to make sure that indeed they reported to Experian and XXXX that the negative report would be removed from my account. I was told to give it some time, which I did. 

On XX/XX/XXXX I called again to report that the XXXX and Experian was still showing the late payment and was told that I should contact them to figure out what was wrong with them and why they hadn't updated my file. It was as though they were just passing the buck and me all around so they didn't have to spend the time researching for me. But, I did what they asked and contacted Experian as they suggested which they consequently sent an inquiry to XXXX. A few days later I received notice from Experian that they received a certification from XXXX that the late payment was valid. 

I once again called XXXX and asked to speak with their credit department which I was told didn't exist. Once I indicated that I have been speaking with them for the last three months the operator told me that I requested something else other than to talk to that department. After being on hold for some time, XXXX once again got on the phone, this time seemed perturbed and informed me that she does not take phone calls and appeared to take zero responsibility for the error. She told me that she would re-submit to Experian after I asked her if she was aware of FCRA.

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