Consumer complaint received 2025-11-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: MD

Complaint narrative:
I am a veteran borrower with a mortgage serviced by XXXX XXXX XXXX XXXX XXXX XXXX In XX/XX/year>, I contacted XXXX by phone to report my incarceration and inability to make payments due to financial hardship. I requested hardship assistance and forbearance. Despite this notification, XXXX failed to send or process the requested forbearance documentation and subsequently reported my account as delinquent to the credit bureaus. 
Additionally, I have noticed discrepancies in how XXXX manages my escrow account. I formally requested the ability to manage my escrow myself to prevent further errors, but this request was denied. 
The combined effect of these errors has caused serious personal and financial harm.

2. Violations and Applicable Laws CARES Act, Section 4021 ( 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ) ) Requires that if a borrower is under an approved or requested accommodation such as forbearance or deferment, and the account was current before the accommodation, it must continue to be reported as current.

Servicers may not report new delinquencies during a valid accommodation period.

Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( a ) XXXX furnished inaccurate credit information by marking my account delinquent during a pending hardship request. 
This constitutes a failure to ensure accurate and fair reporting.

Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 and 12 C.F.R. 1024.35 I submitted a written notice of error to XXXX. They failed to investigate, respond, or correct the issue within the required timeframe. 
Mismanagement of escrow and denial of my request to self-manage it are violations of RESPA.

VA Loan Servicing Requirements ( 38 C.F.R. 36.4319 ; VA Circular 26-20-10 ) As a veteran, my loan qualifies for VA protections, which require servicers to provide forbearance or deferment for hardship. 
Servicers are prohibited from reporting delinquencies while a borrower is under review. My XX/XX/year> notification should have triggered these protections. 
3. Harm Suffered Because of XXXX inaction and errors : My credit score has dropped significantly.

I face difficulty securing employment due to negative credit reporting. 
I am unable to refinance my mortgage.

I encounter obstacles in rebuilding my life and financial stability after incarceration.

4. Requested Resolution I respectfully request that the CFPB : Investigate XXXX failure to process my hardship and forbearance request. 
Direct XXXX to remove the delinquent report from my credit history and correct all escrow-related errors. 
Require XXXX to acknowledge and process my forbearance request consistent with VA and RESPA standards. 
Impose appropriate compliance and corrective actions to ensure future adherence to federal consumer protection laws. 
5. Supporting Documentation Please find attached or referenced : Proof of my XX/XX/year> phone call to XXXX regarding incarceration and hardship. 
Proof of mailing or delivery confirmation. 
Copy of letter mailed to XXXX Credit report showing delinquency entry. 
6. Closing Statement I am a veteran who communicated my hardship in good faith. XXXX inaction, inaccurate reporting, and escrow mismanagement have violated multiple federal consumer protection laws and caused lasting harm. I request the CFPBs immediate assistance to enforce my rights, correct my credit history, and ensure proper servicing of my mortgage. 
Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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