Consumer complaint received 2021-06-23 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: NJ

Complaint narrative:
This is a follow-up complaint against XXXX financial ( previous complaint # XXXX ). 

I was told that a supervisor would call me, and I have yet to speak with a supervisor. 

XXXX said they would remove the negative credit reporting. My credit history still reflects negative reporting from XXXX. Everytime I made a payment and while making additional payments to pay down my amount they would report that I needed to pay more the balance was not going down with the payments I continued to make. 
The amount continued to increase and not decrease. They always included extra fees and resons why I was paying money towardsXXXX told me to make payments ( amounted to $ XXXX ) during the forbearance ; after taking money from my 403b I paid XXXX  what I owed to become cureent. I called a representative she told me that I was current, The representative admitted she also heard the same call, and I then told her another representative told me they would not report my account negative and I was told they would listen to the call where the rep told me incorrect info about my account, they followed up and told me they no longer had any of those calls. Then I told them I would like to speak with a supervisor, and I was told the supervisor was out at lunch ( the call took place around XXXX in the evening ). I was told the supervisor would call me at XXXX XXXX, but I received no call. I have yet to receive a call or resolution. 

I still have no resolution, and XXXX  is not taking any accountability for their reps repeatedly misinforming me and taking my payments, and telling me I had to pay during the forbearance to become current on my loan. 

They took my money, promising me they were going to bring my account current and would not affect my credit. They also told me all of my money would go to cover my interest and payments and that I should make the payments which they did not. They paid taxes with the $ XXXX I gave them and not paid any of my previous payments. Please help. I've been going through this cycle with XXXXfor over a year without any resolution ; I'm never able to speak with the same rep. I can not move on in my life because they are reporting 3 months of missed payments. They confirmed that their reps lied to me and are unwilling to follow up with me. They have not removed the negative reporting even though they confirmed they heard a recording where multiple people misinformed me and also confirmed my account should have reflected current, and they have the recordings and still haven't fixed my credit. Please help!!! I took all of my money from my 403b during the pandemic to secure my home for my family, and I am trying to move on, but XXXX is hindering me. 

I asked for a copy of my tax payments, escrow payments, homeowner insurance payments, communications from XXXX, and transcribed copies of the recording/conversations.

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