Consumer complaint received 2025-05-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I went into deferment XXXX during XXXX at XXXX end of my deferment in XXXX. Someone from XXXX XXXX contacted me and gave me XXXX options to start my loan again. I've never done this before so I was not sure of how the process worked. She made this re-modification sound like I was going to pay XXXX a month instead of XXXX a month which sounded really good so I told her that I would take that option. I immediately filled out the reunification paperwork in XXXX in late XXXX. I received an offer.. I immediately filled out the reunification paperwork in XXXX in late XXXX. I received an offer for a new modification to pay {$10000.00} a month. I immediately knew there was a problem and contacted their office. They said a supervisor would get back to me which never happened. I contacted them multiple times. Finally, they told me yes there must've been some kind of mistake. Please resubmit every modification again, this was the second time in late XXXX I still had not heard anything from them. I reached out again, and they told me that the New Jersey XXXX was closing, and that I would have to contact XXXX  where my loan was moved to, but all my modification paperwork was sent to them is what I was told. I then contacted the XXXX  location who said they never received anything and they don't understand why XXXX XXXX would've told them that and that I had to start my paperwork over again. They apologized and said this is not the way a veteran should be treated and that's why that office location was getting shut down because they don't do their work correctly. I then started the process over this is now the third time. A couple weeks later in XXXX I started a travel assignment in XXXX XXXX. I am a registered nurse while at the airport picking up my bag which they had lost the night before I was carjacked and almost kidnapped in the arrival area of the airport when I was pushed out of the car I XXXX  my XXXX  had a XXXX XXXX and a XXXX XXXX. At that time I was down for a few months, but I still never heard anything from XXXX XXXX and may I reached out again and I talked to another supervisor this time who told me he would reopen my loan so I could start making payments until they could figure the whole thing out. I then started making my payments in XXXX XXXX, XXXX, and XXXX I still never heard anything from my remodification. I continue to contact them throughout this. With the same answers they're still working on it. They are way behind because of moving the location and of Covid in XXXX. My house was shot up and that was moved to a hotel because my house was a crime scene I was in the hotel for over a month During that time. I contacted XXXX XXXX again and ask them the status of my modification at that time. They told me that they had sent me a modification letter to sign with a new payment. I explained that I was at a hotel. I would have to contact the detective to be allowed to go over there and get any paperwork that might've been sent there. I immediately contacted the detective and he took me over there and I found the paperwork. The new amount was XXXX a month again they told me it was gon na be XXXX a month so I tried to contact someone to ask them what happened they told me a supervisor will call me back within XXXX hours in XXXX days. I called back again because I never had a callback and they explained to me that I only had 10 days to sign the modification letter and it had already been over 10 days. I explained to them that I was not in my house. I did not know the letter was there and what was I supposed to do? They then told me I would have to start the modification process again this is now the fifth time. I then try to make my next payment for XXXX and they told me I wasn't allowed to make any payments because I started the modification process over again. They stopped me from all payments like they did the first time when XXXX came around. I still did not hear anything and I started talking to an advisor name XXXX XXXX. she assured me that she would stay by my side and apologize for everything that I have been through. We started the process again. She started pushing things to reform me to get another modification started a few days later I then saw that they reported to my credit report for XXXX XXXX for late payments. I contacted her immediately and asked her what was going on. She then said she was going to talk to them to get them removed because this was not my fault and that this was happening to a lot of people and she would stop all credit monitoring until this situation was taken care of after a few days. I did not hear anything I contacted her again. She then sent me the email which is attached stating that she was in immediate with them and that all credit monitoring would be stopped and anything on my credit report will be removed. I received a phone call from her and an email from her stating the same things after a few weeks. It was still on my credit so I tried to contact them again this time multiple emails to her with no contact once again I have been left with no one. I then reached out to an attorney who said he would love to take my case because this is the worst thing that he had ever seen at that time I had reached out It was now XX/XX/XXXX. Now a supervisor by the name of XXXX got involved. He assured me that he would stay by my side the whole time and make sure that everything was taken care of again. Nothing was done. The modification was lost once again and for the sixth time I'm now starting a whole new modification process over again. They stated it was denied because XXXX was over again was their fault because they never did it right the first time or the second time or the third time etc I stayed in contact with him and I still was not allowed to make any payments unless I made the full amount which was about {$100000.00}. He then promised me all these things that never happened, and then he tried to attack me and asked me why didn't I sign the modification letter from XXXX which he already knew the answer to that it's everything that I explained in the above they knew that there was nothing else they could do because all of the things they had from the VA were now gone because XXXX was long over and they had sat on my case for too longThey then told me about a program where they would pay to get me caught up and to go apply for it which I did, but you can only be over {$80000.00} and at that time I was over {$100000.00} they then said that they would pay the difference if I got the {$80000.00} they had a program that was working like that I contacted the program the program said they never heard of this a week later I contacted the program again and they said yes we now heard of it but it's not for the state of XXXX. I then call XXXX back again and he said yes I know I just heard this at this point. I don't know what to tell you you're going to have to figure this out at this point I contacted my attorney and my realtor. And decided I was going to just sell the house after everything they put me through. I couldn't even see myself even staying there dealing with them. My neighbor was going through the same thing with them, but she got lucky they sold her loan to XXXX and XXXX helped her. I was unfortunate to have to stay with XXXX XXXX who never helped me at all. I was given the runaround with everything while I was trying to sell my house which I sold immediately they told me they were for closing on my house and we're gon na try to auction it off my attorney and my realtor stopped that and said absolutely not this girl has been through enough. We are going to sell her house even while my house was in the 30 day process of being sold. We already had a buyer they were still trying to take my house. I was able to sell my house on XX/XX/XXXX. I have a close letter from them. They then reported XXXX through XXXX on my credit report. I immediately reached out to them and told them this is incorrect. Sent them the emails from XXXX and the voicemails. They then told me they would remove everything off my credit report they removed XXXX XXXX, and XXXX. They left on XXXX XXXX, XXXX and XXXX Except for Experian. They have XXXX on there too. I sold my house in XXXX. How could I be late in XXXX? I have sent multiple attempts for them to remove this off my credit report as I was promised. Because I have fought this so much. They have also added back on XXXX and comments about sold after foreclosure. They are now targeting me.

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