Consumer complaint received 2025-07-04 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: FL

Complaint narrative:
This is a follow-up complaint regarding ongoing, unresolved credit damage originally reported in CFPB Case # XXXX. XXXX XXXX responded to that complaint by claiming the matter was resolved in writing, but that is false. As of XX/XX/year>, the incorrect credit reporting remains uncorrected, and the financial harm continues to escalate. 



My ex-husband XXXX XXXX is the primary borrower on this mortgage. The loan is in both of our names, but he is fully responsible for repayment, as confirmed in our judge-signed Marital Settlement Agreement ( MSA ). He also placed the loan into forbearance. 

On XX/XX/year>, I personally called XXXX XXXX to ask whether the forbearance would impact my credit report. During that one call, I asked multiple times, using different wording to be absolutely sure : Are you sure? 
Can you say that again? 
Are you absolutely certain this wont hurt my report? 

Each time, the representative clearly and confidently assured me that no late payments would be reported, and that my credit would not be affected unless the home went into foreclosure. She repeated this multiple times on the same call. 

On XX/XX/year>, I called again. The representative read the transcript of the XX/XX/XXXX call aloud and confirmed that I had been given false and misleading information. She then gave me an internal email address to formally request the transcript. 

I submitted that request the same day. On XX/XX/year>, XXXX XXXX responded in writing, stating they would not release the transcript unless I obtained a court order. I have uploaded their refusal. 

Despite their verbal assurancesand despite the fact that I was not financially responsible for the loanMr. XXXX reported the account as 120, 150, and 180 days latetwice, which caused my credit score to fall from the XXXX to the XXXX. 

Because of this false reporting, I was : Denied a mortgage Forced to take out a hard money loan at 12 % interest with 2 points upfront to pay off the home Denied a car loan And I am now being forced to sell my home, because the damage to my credit has made recovery nearly impossible The mortgage was then paid in full on XX/XX/year>, and I submitted the official Satisfaction of Mortgage. However, as of XX/XX/year>, my credit report still shows the account as open, unpaid, and severely delinquent. The most recent update listed on Experian is from XX/XX/XXXX, XXXX the payoff even occurred. No correction has been made. 

XXXX XXXX previously told the CFPB the matter was resolved in their response to Case # XXXX, but that is not true. The damaging reporting remains, and no action has been taken to fix it. 



I am requesting that : The account be reported as Paid in Full The balance be updated to {$0.00} The account be marked Closed And all late payments from XXXX through XX/XX/year> be fully removed I did everything I could to confirm the credit impact before the forbearance. I asked multiple times, and was told clearly that my credit would not be harmed. That information was falseand the continued failure to correct it has caused severe and ongoing personal, financial, and legal harm.

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