Consumer complaint received 2025-12-24 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: AZ

Complaint narrative:
In XX/XX/XXXX we requested information on a possible forbearance due to financial hardships XXXX had us submit an application to loss mitigation for them to review and provide options. XXXX XXXX approved us for a forbearance that would be valid from XXXX XXXX XXXX. As the days were getting close to the forbearance expiring we called in to discuss what would happen next. This call from us to XXXXXXXX XXXX was made mid XX/XX/XXXX. When we called XXXX XXXX to discuss the forbearance coming to a end she stated we could not just reinstate our mortgage payments, but instead had to send a written request to request for the payments to reinstate XX/XX/XXXX. Additionally, we discussed what options we had in regards to the forbearance amount. We did mention to her we preferred to have the forbearance amount deferred, but she stated we would need to wait for our loss mitigation application to be reviewed once we submitted the application. We did submit the application, but we also sent written communication to the email she provided stating we were ready to start making payments as soon as XX/XX/XXXX. We followed the instructions she gave us and we received a response from loss mitigation mid XX/XX/XXXX. The response stated we were approved to defer the forbearance amount to the end of the loan plus XX/XX/XXXX & XX/XX/XXXX were included in the deferred amount and letter approval. We did not even ask for these two months to be included in the deferment or forbearance. We were also told numerous time on that same call our credit was protected and to wait for a response from loss mitigation before making payments. Again she stated we could not simply restart making payments and if we wanted to reinstate payments we would have to send written communication. Again in summary, the XXXX representative gave us the email to where to send the written communication to reinstate payments, we also submitted the loss mitigation packet she sent us to apply for options on the forbearance amount, and the XXXX representative told us to wait for a response before we made payments. Again none of these payments were late due to us not wanting to pay them. We were approved for a forbearance, then we sent written communication to restart payments, but also applied to get options on how to handle the forbearance amount. In the same approval letter regarding the forbearance amount it stated to start making payment starting XX/XX/XXXX and we followed those instructions. These are not late payments and should not be reported as such. XX/XX/XXXX- XX/XX/XXXX should be reported as a forbearance and XX/XX/XXXX and XX/XX/XXXX should be reported as deferred. We were told we were protected from all of this being reported negatively to our credit verbally and we followed the instructions given by the XXXX representative. Now we are dealing with disputing the misinformation reported by XXXXXXXX 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