Consumer complaint received 2024-05-09 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: OH

Complaint narrative:
After I got my HELOC loan reinstated with XXXX XXXX  in XX/XX/XXXX, I went into the branch located on XXXX XXXX in XXXX, OH and spoke for over an hour with a lady at her desk named XXXX. I showed her all of my documents and the wire transfer of {$11000.00} to XXXX XXXX XXXX account at XXXXXXXX XXXX, I trfied to make a payment and XXXX told me I was current until XX/XX/XXXX. She stated that I had a XXXX balance due until XX/XX/XXXX. I walk my payments in each month ever since the loan was reinstated, I pay in cash and get a receipt and always ask the rep to write their name on the receipt. Some do some won't sign their name. I keep a financial journal and have bank receipts showing each month where I withdraw cash so I can go in person and make my monthly payments, some months I have gone in twice. If I had a XXXX balance and the reinstatement was {$10000.00} and {$11000.00} was wired with the instruction to apply remaining amount to the principal balance. My credit shows XXXXXXXX XXXX only reported the {$10000.00} with the remaining {$970.00} left unaccounted for. Foreclosure fees were included in that {$10000.00}. The law firm sent a pay off quote on XX/XX/XXXX with a total of {$29000.00} the foreclosure fees on that quote were listed as {$1100.00} however, 3 days later on the XXXX XXXX  XXXX a reinstatement quote stated foreclosure fees as {$3400.00} that's a difference of {$2200.00} in 3 days. The payoff quote stated it expired on XXXX XXXX the the reinstate quote stated it expired XX/XX/XXXX. There are 3 different XXXXXXXX XXXX location all in Pennsylvania that are reporting conflicting information to my credit all at the same time. I never opened an account with XXXXXXXX XXXX I only obtained a HELOC loan, yet one location is reporting that it is an overdraft checking, one says line of credit and the other says a loan. Two say they are joint accounts and one says individual. One reported payments as current and also foreclosure started at the same time. There information does not match up, because of their reporting from 3 locations all at the same time and all reporting negative, incorrect and conflicting information my credit dropped over a XXXX points with one agency and over XXXX on another, it was already low and I had been working hard to build my credit back up, however, because of what XXXX XXXX has done it has ruined the credit I had left so I can not qualify to obtain a loan elsewhere and pay them off then focus on suing them for all their violations and the constant stress they have put me and my family through over the last few years. I went into the branch in XXXX, OH and let them know about the monthly statement saying a payment behind and took my receipts in and the lady said she would correct it. Then I see that didn't happen and was given a number to call. So XX/XX/XXXX I called spoke with a lady who said she would look at my account and see what is going on, she called about an hour or so later and stated she found the issue and said the mistake was on the bank not me and she promised and assured me not to worry that she would correct it. I had not missed a payment when XXXX XXXX filed foreclosure. Their lawyer sent me a debt collection letter dated XX/XX/XXXX that said I had until XXXX, XXXX to either call or respond in writing disputing all or part of the debt or remit payment, however, they filed foreclosure 7 days from the date they typed the letter not even giving me the window they said i had to send them copies of receipts and explain my side before they filed foreclosure. The bank filed the complaint in bad faith and repeatedly admitted they were at fault and I was not actually past due, yet filed foreclosure and didn't correct THEIR mistake as promised. They have repeatedly not applied payments, not applied the correct amount, I was coerced into the loan in the beginning anyway and signed documents that were not completely filled out and the loan officer coerced me out of {$16000.00} of the {$26000.00} loan the day I signed the agreement. There are numerous issues with this bank, there are hundreds of customer complaints on XXXX website complaining of mishandling of money, not applying payments and not applying them properly, applying them to other people 's accounts, technology issues, being treated badly and unfairly, and every time the bank responds they never apologize, they never take accountability for their wrong doings and put the blame entirely on the customers, when their website clearly states that they offer protection and say that if they don't apply money correctly or at all they are 100 % liable, yet they are wrongfully foreclosing because of their mistake. I can't afford a lawyer and have to fight this myself and pro se rarely ever win in court regardless of what the laws are. There are all of these laws and rules and here XXXX XXXX has violated numerous ones and are trying to steal my property. If you take the payoff quote they provided of {$29000.00} and subtract the {$11000.00} paid then subtract the {$16000.00} the loan officer swindled me out of and the {$2200.00} I paid in XXXX the bank actually owes me $ XXXXThis is getting ridiculous with what they keep putting my family through. I have sold everything of value and made extra payments to try to rectify the issue way before they ever threatened foreclosure in XXXX and my payments are not being recorded. They claim I haven't made a payment since XXXX, that is 100 % false and a bold face lie. I am beyond irritated now, all of the stress is making us sick and causing health problems, serious health problems and just forwarding someone's complaint to the company doesn't accomplish anything. What good are the laws if there isn't going to be an outside source actually investigating? XXXXXXXX XXXX prints out the receipts at the branch, I don't know how any amount of computerized documents can trump actual receipts. Of course the computerized documents are going to say what they bank wants them say, it's their program and they manually input the information. The payment history XXXX asked for shows XX/XX/XXXX that payment was applied to my account the XXXX or XXXX and I walked into the bank Saturday the XXXX with cash and paid it. They can't so that! They are required to post it the day they receive it. If they can print out a receipt dated XX/XX/XXXX with amount due, amount paid, and acct number then there is no reason my account shouldn't reflect that payment right then, yet they clai8m payment was received that day. It's not right that just because it's a bank and they say oh no, here look, and it's golden and the truth and the customer is wrong! I had the dang receipts from XXXX XXXX themselves! It's because of XXXX like this that people like me end up homeless and on the streets. They have XXXX care and total disregard for how their fraudulent behaviors and practices are impacting people 's lives. During COVID I had asked for forbearance they said no, I asked for deferment, they said no, they said POSSIBLY a loan modification would help, said they would mail a loss mitigation packet, i never got it, I did more than call once or twice. I have called a couple different XXXX numbers, the stow branch and XXXX branch, emailed, even 's emailed their senior VP 's. I got a response from XXXX XXXX 's office and I just finished emailing him an update and letting him know we had a phone status conference on XX/XX/XXXX and we have a pre trial phone conference scheduled for XX/XX/XXXX. I have thousands of pages of complaints, even from XXXX from former and current XXXX XXXX  employees complaining of how they treat customers and employees and how they mishandle money and payments and steal from customers. There were 5 people arrested and charged for fraud and stealing from customers, recently!!! XXXXXXXX XXXX has settled some lawsuits out of court and forcing people to sign NDA 's. Way too many banks these days are ripping consumers off, and yet there are so many laws that are supposed to protect consumers yet no one does. Something is wrong with that picture, seriously! Lawyers aren't required to offer discounted or sliding scale rates or on a contingency rate, they claim to offer free consultations, however, when you call and start to explain your situation they cut you off and spend the whole time trying to convince you why you need an attorney and why it should be them, but the moment you tell them you have XXXX money they simply say they understand followed by if you change your mind or find the cash call us back. I can't find anyone to help defend my case that doesn't want {$1600.00} up front. I have nothing left to sell to give the bank and haven't been able to afford to get my water turned back on!

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 non-monetary relief