Consumer complaint received 2025-07-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: LA

Complaint narrative:
XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, LA XXXX XX/XX/year> To Whom It May Concern, Re : Complaint Regarding Loan Number XXXX Property Address : XXXX XXXX XXXX, XXXX, VA XXXX I am writing to formally lodge a complaint regarding the handling of the above-referenced mortgage loan and property. As the borrower, I have encountered several issues that require immediate attention and resolution. 

Constantly claiming they didnt receive loan payments via ACH, they were the ones who blocked my account from receiving payments from XXXX XXXX my bank, due to a previous stop payment in XXXX. This was because they processed an ACH after already receiving the monthly mortgage payment. I called XXXX XXXX to request the funds back, and they suggested it would be quicker to call my bank and initiate a stop payment. During a three-way call, we explained the issue of the two checks in XXXX and initiated the stop payment. This led to a whirlwind of negative events. XXXX XXXX then placed an internal block on my account, preventing funds from XXXX, without informing or explaining it to me, later calling it a system error. They charged me over {$250.00} in late fees for XXXX and XXXX and refused to correct the funds taken from my account due to their error. Additionally, XXXX XXXX reported to all credit bureaus that I was 30 days late in XXXX and XXXX and has not addressed or assisted with correcting any of these inaccuracies. 
In summary of the above : In XXXX, XXXX XXXX processed an ACH withdrawal after already receiving my mortgage payment. I contacted your office for assistance and was advised during a three-way call with my bank, XXXX, to initiate a stop payment on the duplicate withdrawal. This stop payment was issued with the knowledge and encouragement of your staff. However, rather than resolving the matter, XXXX XXXX placed an internal block on my accountpreventing future ACH payments from my bankwithout notifying me. Your team later referred to this as a system error. 

As a result of this error and lack of communication, you failed to process my XXXX and XXXX payments, then incorrectly charged over {$250.00} in late fees and reported both months as 30-day delinquencies to the credit bureaus. These derogatory marks have negatively impacted my credit standing.

Additional concerns include : Repeated communication failures and a lack of follow-up by your representatives. 

Resubmission of documentation without acknowledgment or resolution. 

Unexplained charges were added to my account without justification. 

Inaccurate reporting to credit bureaus despite your internal system issue being the root cause. 

I have experienced repeated communication failures from your representatives, causing confusion and delay in resolving matters related to the loan. 

I have submitted documentation multiple times with no acknowledgment or follow-through. 

My inquiries have gone unanswered, and I have not been provided with accurate or timely updates. 

These issues have caused considerable distress and inconvenience, and I am requesting a thorough investigation into this matter. I also request a full and detailed account of all activity related to my loan, including any fees assessed and correspondence logged. 

I have asked XXXX XXXX due to this being a constant and ongoing matter with them stealing money from me as a consumer to sell off my loan to another mortgage company that is not out to scam consumers out of their money in charging false late payments onto their credit and stating that they are 30 to 60 days behind on their Mortgage. 

Please consider this a formal complaint and acknowledgment of my intent to escalate the matter to the Consumer Financial Protection Bureau ( CFPB ) and other regulatory bodies, if necessary, should this issue remain unresolved. 


Sincerely, 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