Consumer complaint received 2025-06-13 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: NV

Complaint narrative:
CONSUMER COMPLAINT SUPPORTING STATEMENT XXXX XXXX XXXXT Complainant : XXXX XXXX Account Number XXXX XXXX  Servicer : XXXX XXXX SUMMARY OF THE ISSUE : 1 I REACHED OUT TO XXXX XXXX FOR HELP WHILE MY REFINANCE WAS PROCESSING. 
- On XX/XX/XXXX and XXXX XXXX I contacted XXXX XXXXe to notify them I was in the process of a cash-out refinance with XXXX XXXX. On XX/XX/XXXX XXXX   XXXX XXXX  issued the payoff statement. I specifically called on XX/XX/XXXX and asked the agent directly if my mortgage would be marked " late '' while waiting for the refinance to complete. THE AGENT CLEARLY ASSURED ME THAT NO LATE REPORTING WOULD OCCUR because the payoff had been issued. 
THIS CALL WAS RECORDED. 
2 I WAS PLACED INTO A REPAYMENT PLAN WITHOUT BEING ADVISED OF ANY CREDIT CONSEQUENCES- As XXXX XXXX delays continued, I called XXXX XXXX  again to ask if I could skip XXXX payment and apply it to the end of the loan. I was transferred to the Mitigation Department where an agent placed me into a repayment plan. 
AT NO POINT WAS I ADVISED THAT ENTERING THIS ARRANGEMENT WOULD CAUSE NEGATIVE CREDIT REPORTING. HAD I BEEN INFORMED, WOULD HAVE NEVER AGREED TO THE REPAYMENT PLAN. 

3 I IMMEDIATELY CANCELED THE REPAYMENT PLAN AND PAID IN FULL AHEAD OF SCHEDULE. 
- After speaking with XXXX loan officer XXXX XXXX, I canceled the repayment plan within ONE HOUR of it being initiated. I paid my full XXXX mortgage balance immediately. 
I also paid my XXXX mortgage in late XXXX which means I PAID EARLY, NOT LATE. Despite being fully paid and current, XXXX XXXX  still reported me late for XXXX and XX/XX/2025. 

4 THE XXXX XXXX ONLINE SYSTEM DISPLAYED CONTRADICTORY ACCOUNT INFORMATION - After canceling the repayment plan, my online account showed conflicting information : One section stated I was still enrolled in a repayment plan. Another section stated I was delinquent and late on payments I had already made. I called XXXX XXXX  numerous times and was transferred between departments without resolution. Agents acknowledged my account was current but the system still reflected delinquency. 
THE SYSTEM WAS CONFUSING AND MISLEADING, MAKING IT IMPOSSIBLE FOR ME TO FULLY KNOW MY PAYMENT STATUS. 
CONSEQUENCES : - XXXX XXXX XXXX negative credit reporting caused my credit score to drop over XXXX POINTS. This reporting has made it IMPOSSIBLE FOR ME TO QUALIFY FOR FINANCING and move forward with important financial decisions in my life. I acted IN GOOD FAITH AT EVERY STEP, relying on the information provided by XXXX XXXX agents and their system. 
REQUESTED RESOLUTION : - Full review of all RECORDED CALLS especially XX/XX/XXXX and the Mitigation Department call. Removal of all late payment reporting for XXXX, XXXX, AND XX/XX/XXXX XXXX   Correction of my credit report to reflect my actual, on-time payment history. 
THANK YOU FOR YOUR ASSISTANCE. 
Respectfully, XXXX XXXX XXXX XXXX

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