Consumer complaint received 2020-09-02 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:
XX/XX/XXXX : I was notified that my mortgage had been sold to XXXX and I would need to set up a new account as of XX/XX/XXXX. I reached out to XXXX immediately knowing I had 6 weeks of travel scheduled that would make me unreachable from the end of  XXXX through early XXXX and wanted to make sure everything was set up properly. I was informed that there's nothing I could do until I received my welcome packet in the mail from XXXX XXXX. 

XX/XX/XXXX : Received an email that I was officially a client of XXXX. Reached out and tried to set up autopay, was informed first payment had to be mailed in. I sent out the check the same day. 

XX/XX/XXXX : I received a letter from XXXX confirming that my autodraft was set up and my next mortgage payment would draft on XX/XX/XXXX and on the 1st of each month thereafter. 

XX/XX/XXXX : I was notified by my insurance company that XXXX hadn't paid our homeowner 's insurance via our Escrow account. I spoke with customer service on both XX/XX/XXXX and XXXX to ensure the problem was resolved as we were leaving the country on XX/XX/XXXX. Not once was it brought to my attention that there were any problems with my account during these exchanges. 

XX/XX/XXXX : We had been back in he country for less than 48 hours, I received a call from XXXX  that I was delinquent on my mortgage payments for XXXX, XXXX and XXXX. After a lengthy inquiry as to how this happened ( see the steps taken to prevent such an occurrence outlined above ) it was brought to my attention that there was a discrepancy in the payment made on XX/XX/XXXX which then suspended my autodraft. I asked why I was just now being notified of this ( while I did not have access to WIFI for most of my time in XXXX XXXX I was able to retrieve messages and I was NEVER notified of an issue until this call ) I was informed that I was still under the RESPA period so it wasn't considered delinquent yet. I immediately paid the balance of {$4300.00} making my account current. I was then assured that my autodraft would be reinstated and would pull on XX/XX/XXXX. 

XX/XX/XXXX : I ensured that our payment of {$2300.00} to XXXX did in fact autodraft and has continued to autodraft without issue a year later. 

XX/XX/XXXX : I'm notified that my credit score has taken a 200 point dive. I immediately request a credit report and see that XXXX had reported a delinquent mortgage payment for XX/XX/XXXX. I reach out to LoanCare and am assured that it was a mistake, I was within my RESPA period and I just needed to email their credit dispute department to have it corrected. 

XX/XX/XXXX : I receive a letter from XXXX denying my request for a correction to my credit. 

XX/XX/XXXX : I reach out to XXXX for an explanation as to the denial of my request. I'm informed that they decided my XXXX mortgage payment fell outside of the RESPA period. I asked if I could speak with a manager and was placed on a 90 minute hold until the call disconnected. 

XX/XX/XXXX : I called XXXX again and informed them that I would like to escalate the decision on my credit dispute and requested to speak with a manager. I was told my request to speak with management was put in and someone would call me back. In the meantime I needed to email my request for an appeal and it was suggested that I go into more detail so they can make a more informed decision. I emailed an escalation request to XXXX that same day. 

XX/XX/XXXX : I received an email from XXXX again denying my request without further explanation. 

XX/XX/XXXX : I reached out to XXXX and again requested to speak with a supervisor or someone in authority to help me escalate this issue as I had yet to receive a call back. 

XX/XX/XXXX : I have yet to hear back from anyone at XXXX regarding this issue. I have been a loyal customer to first  XXXX and now XXXX and yet nobody will give me the courtesy of addressing this credit reporting issue. I've decided it's time to request the aid of the CFPB.

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