Consumer complaint received 2025-07-17 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: WI

Complaint narrative:
In XXXX of XXXX I submitted a complete mortgage assistance application to XXXX XXXX after being XXXX  in both XXXX and XXXX of XXXX. I was told it would take 30 days for them to complete the process on their end. I waited until XXXX and was then told that they were missing a document, so I submitted the requested document to them. then after another XXXX weeks they then requested that i submit one updated document. I then supplied them with an updated document again. This repeated and they continued playing this game until XXXX or XXXX of XXXX during this time, I submitted documents over a dozen times as they would either " lose '' these documents or would want another updated document even if I supply them with that document a week or XXXX prior. during this time while they were " processing '' the application they started incorrectly reporting that I was late on my payments which was not the case as I was waiting for them to complete the mortgage assistance application so I could start making monthly payments again. I made dozens of called to them and spoke to numerous supervisors all who told me that they had gotten everything they need to process the application only to be told weeks later they now need something else. In the fall of XXXX, I was served with foreclosure documents as freedom mortgage went behind my back while they were still " processing '' the mortgage assistance application and were starting a foreclosure process because they had still not completed the mortgage assistance application. I again spent multiple hours on multiple phone calls with freedom mortgage and finally was able to work with a supervisor XXXX XXXX which told me to submit an entire new application in which I did that day and they finally processed the application later that month which was XXXX. after the application was complete, I was able to start making monthly payments again in which I did until we sold our house in XXXX because we had inherited a family members house and land, so we moved there. The account was paid in full in XXXX of XXXX when we closed on selling out house, after which I requested that they correct the credit reporting to reflect that the payments were not indeed late and that they incorrectly started the foreclosure process due to their negligence and delay in processing the mortgage assistance application. They told me they would review the case and let me know of the results. During this time, they removed my access to their online portal and when I tried calling them, I could not get through easily because I " no longer had an active loan '' with them. I called multiple time with no progress. I then submitted a with dispute the XXXX major credit agencies and they denied the dispute with no reason given. and I again called them to see what I had to do to for them to correct this issue and they told me that they would not do anything to correct this issue, and they are not taking responsibility for the XXXX  months it took them to complete a mortgage assistance program that they told me would take less than 30 days. I then also requested that the give me a copy of every document I sent them and the dates I sent them along with all documents they ever sent me as well as all communications between me and XXXX XXXX on both their portal on their website and over the phone. I was very rudely told They would not supply me with these documents and that they would not do anything further for me. I have had multiple mortgage companies in my life, and I have never dealt with such negligence and incompetence as I have with dealing with XXXX XXXX. 

I would supply documents with this complaint, but XXXX XXXX removed my access to their portal that had all documents I submitted as well as messages with them in their portal.

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