Consumer complaint received 2025-12-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: MD

Complaint narrative:
We are requesting assistance because XXXXXXXX XXXX  inaccurately reported a late mortgage payment while our loan was in an active forbearance review process related to the federal government shutdown. We repeatedly contacted XXXX to verify the status of our application, were consistently told everything was complete and in good standing, and received no timely notice of any issue before the derogatory credit reporting occurred. 

Our first call regarding forbearance was on XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX call ). We explained our situation, and XXXX advised us to wait until XXXX to formally begin the process since our loan was paid through XXXX. 

Following those instructions, we called again on XX/XX/XXXX at XXXXXXXX XXXX XXXX  XXXX call ) to initiate the forbearance request. On XX/XX/XXXX at XXXX XXXX XXXX XXXX call ), we submitted all required forbearance paperwork. At that point, XXXX confirmed our application was under review. 

On XX/XX/XXXX, we received XXXX calls from XXXX : XXXXXXXX XXXX confirming our forbearance application was complete and active. 
XXXXXXXX XXXX a duplicate confirmation call made in error. 

Throughout this period, we made several calls specifically to verify status, ask what the next steps were, and confirm that everything remained on track. Each time, XXXX representatives told us our application was complete, that everything looked good, and that we did not need to worry. No one informed us of any problem, missing documentation, or risk of delinquency. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX call ), we again contacted XXXX to check the status. We were again told everything was fine, and nothing was mentioned about any issue with our account. 

Despite all these reassurances, XXXX reported our mortgage payment as late. 

The only written notice we ever received was a letter dated XX/XX/XXXX, but it was not delivered by XXXX until XXXX XXXX 11 days after the letter date. We confirmed the delivery date through USPS Informed Delivery, which provides timestamped proof of what mail is delivered on which day. We can provide both a screenshot and video verification.

We were out of town that weekend attending our nephews football championship, so although the letter was delivered on XX/XX/XXXX, we did not retrieve it until Monday evening, XX/XX/XXXX, after returning home from work. That same day, we received a Credit Karma alert indicating XXXX had reported a missed/late payment. 

On XX/XX/XXXX at XXXXXXXX XXXX we called XXXX for XXXX minutes to dispute the reporting and explain the full timeline, including the delayed mailing and our repeated status-check calls. 

Based on the documented facts : We initiated the forbearance process early and followed all instructions. 
We repeatedly contacted XXXX to confirm the status and were reassured each time that our application was complete and in good standing. 
XXXX provided no timely notice of any issue before reporting our account late. 
The only mailed notice arrived 11 days after its printed date and after the derogatory reporting. 
USPS records independently verify the delayed delivery.

The late payment was reported during an active forbearance review period, during which negative credit reporting is prohibited under federal guidance for hardship programs.

The inaccurate reporting has caused avoidable harm to our credit.

We request CFPB assistance in having Truist : 1. Remove the inaccurate late payment from all credit bureaus.

2. Correct our account reporting to reflect timely payments.

3. Review why proper notice was not provided before negative reporting.

We are prepared to provide all supporting evidence, including call logs, USPS delivery records, screenshots, and video proof.

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