Consumer complaint received 2018-05-08 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: FL

Complaint narrative:
The issue at had is with my current mortgage company XXXX XXXX. 

I'm a FL resident and on XX/XX/XXXX I was impacted by Hurricane Irma. FL was considered 1 of the Disaster areas. Due to this, Loan care offered a 3 month forbearance that was extended for an additional 3 months in order to help the victims. 

I was placed on the forbearance. On multiple occasions I've called and spoke to several different representatives in customer service to confirm that being on the forbearance would not have a negative impact on my credit report. Over and over the confirmed as long as I stayed in contact with them by the end of the forbearance to look into other options to repay I would not experience any negative reporting. 

At the end of my forbearance they demanded me to pay in full the 6 months payments which was more than 10,000. I was shock that this was the only option so I asked if they had other repayment options like perhaps rolling the balance to the end of the loan. 

I was finally contacted by an underwriter for the company and was offered a disaster modification option which sounded great. I applied and was approved and placed on a pre trail for 3 months. I'm currently on my 2nd trail payment and is required a 3rd payment before they will officially put me in the modification. 

My account was being reported current up until XX/XX/XXXX. On XX/XX/XXXX my account was reported 180 days delinquent, a past due balance of XXXX and a statement that I'm in a repayment modification process. Because of this reporting my credit has dropped more than 77 points which cause a huge impact to my credit ratings. I was never informed that accepting the loan modification would impact my credit negatively. I was told that all negative reporting would be placed on hold. 

I'm currently in the process of obtaining new credit and because of this discrepancy I can not move forward. This is unfair to me. If I was properly informed I would have never chose this route. My credit is one of my top priority and keeping my ratings high has been my goal for many years now. 

I contacted my mortgage company and spoke to a supervisor that informed me that the negative reporting was a mistake and should have never occurred and that she would contact me to confirm it was being corrected. I haven't heard back yet. Time is of the essence and would like confirmation that the changes will be submitted. 

After speaking with her I called a few times and spoke to different representatives that informed me that the negative reporting will not be removed because the account was behind. at this point I'm getting mixed information and need help. 

I will attach a copy of the email I sent to them also.

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