Consumer complaint received 2022-05-03 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: AZ

Complaint narrative:
I have two delinquent payments on my credit report that were due to some circumstances that were beyond our control. 

XXXX. In XX/XX/XXXX XXXX XXXX mortgage originally had a billing issue and when they sent their bill they were sending it to the wrong address. So, they actually removed the delinquency, but when we sold the home 6 months later they added the delinquency back. It's almost like they were upset not to keep the loan. So, I called them and asked them why they removed it one time and then added it back later, and they said they had to report correctly to the bureaus. Then I told them how they were at fault for the original issue and once we got the correct address resolved then we paid the mortgage and put it on autopayment. They refused to remove it again. I find it very suspect that they would remove it, and then eventually put it back on later once they were no longer our mortgage lender. You can probably see from your end and from the credit agencies where they did remove it and then put it back on the credit reports. 

XXXX. In XX/XX/XXXX our mortgage was purchased by XXXX XXXX. We had just purchased an investment property in XX/XX/XXXX and the mortgage was sold to flagstar bank. So, we had the mortgage on autopay with the previous company and thought everything was fine. During this transitions, in XXXX and XXXX we were the victims of some scams and fraud where our mail was not getting routed to our address ( it was all getting sent to the post office ), and XXXX didn't have our mailing address po box on file, so we weren't getting the bills. Once I saw the delinquency on the credit report I immediately called them and paid the balance, set the mortgage up on autopay, and told them the issue. I then went to the post office and found out they had been holding our mail for XXXX, XXXX, XXXX ( See photo of me picking up the mail at the post office ). The lady at the post office was shocked to see so much mail and didn't understand why I wasn't notified with a letter or note on my door. The mortgage company said they don't handle dispute issues over the phone and I had to do a written request. So I sent in my request stating the billing address error and the mail fraud error, and they declined our request to have the delinquency removed. You would have thought they would have called me first after 15-30 days to do some collection services before submitting a delinquency to the bureaus. 

Both of these instances were billing errors on the part of the mortgage company and the company did not take any responsibility. They also didn't call me to ask me why we were late or discuss payment plan options, or in the case of flagstar they didn't call to see if we were distressed during COVID. In each case, they both showed quick hard handed responses to issues that were simple to be resolved with a mere phone call.

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