Consumer complaint received 2024-12-08 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: FL

Complaint narrative:
Lender filed on my credit report that I was late when I was in active Loss Mitigation with them. Their fraudulent filing of my account status occurred after I followed all of their requests to the letter post Hurricane disaster declaration in Florida, as of XX/XX/XXXX when I filed a request with XXXX XXXX ( VA Loan Servicer ) for Hurricane Relief after Hurricane Idalia hit our area and disaster declared by state FL. I was granted 6 months of payments relief with understanding of sending updated information to Lender/servicer of personal financials and did so 5 times from XX/XX/XXXX- XX/XX/XXXX. Lender deleted my account portal information from their system twice during this time and in turn claimed in XX/XX/XXXX I was not on active Loss Mitigation status after XX/XX/XXXX. However that is untrue and I have the phone call records, portal copies of my uploads of compliant information they needed to rebuild their records however to date XXXX Loss Mitigation department continues to deny they made multiple errors by filing my loan to be late as of XX/XX/XXXX. I paid the full amount due in XX/XX/XXXX in question for the Loss Mitigation status period of time from XX/XX/XXXX to the last submission of my personal information to XXXX in XX/XX/XXXX. Again I have a record of all correspondences sent to the lender portal on the line, a record of all those files sent, a record of who I spoke to each time I spoke to the Loss Mitigation department on the phone. XX/XX/XXXX I received a call from VA representative asking if I was working through the information needed to get my loan caught up through adding on the Loss Mitigation period of time to my loan balance. They claimed they had not heard from XXXXXXXX XXXX with the facts and asked that I send them an email outline which I did. I then sent financial information to XXXX just as XXXX asked me to do the first time being XX/XX/XXXX. 
I requested a review from XXXXXXXX XXXX customer service 7 times in XXXX so far, told them their information is incorrect to file on my credit report in XX/XX/XXXX that I was late, when in fact I was declared by their own staff I was in Loss Mitigation and no late payment reporting would occur. I submitted my personal information through the portal on the line with XXXXXXXX XXXX  5 times. Each time I submitted the requested information from the lender I would receive a phone call approximately 1 week later telling me they are working on my file. I would also receive a mailing in the same time frame they are actively working on my file for Loss Mitigation. As of XX/XX/XXXX roughly 3 months into the relief time period of months I was given I began sending updated financials to the lender showing all of the details they needed to allow me to add a balance of missed payments from during Loss Mitigation to the back side of my loan balance. That is what was offered and that is what I was working towards. After that phone call from the VA rep XXXXXXXX XXXX in XX/XX/XXXX I made sure i was to follow all requests to the letter by the book so this would stay on track and the relief I sought be resolved properly. 
However, after sending my details to the lender 5 times submitted, following all instructions, waiting for the lender to make decisions if they would allow me to add a balance to the backside of my loan, they came up with an offer that would not work for my existing loan of which I already had for 10 years of the 30 year term paid down. 
It was XX/XX/XXXX I received a less than valid offer to change my interest rate and get hammered by even higher loan rates than I would be comfortable with. 
On XX/XX/XXXX I called XXXX Loss Mitigation again for what would be the 10th time I spoke to them on the phone and let them know their offer was no good and I would pay the remaining 3 months off from the Loss Mitigation period of time by no later than XX/XX/XXXX XXXX.I paid the loan current on the date agreed and received confirmation from XXXX they received my funds and credited the account as agreed. I was told Loss Mitigation is over and went on my way making payments as was normal for me to do. You see I began paying the loan on time again as I agreed to do with XXXX XXXX starting in XXXX XXXX when they continued to agree with Loss Mitigation , I would submit the information they requested from me, I spoke with XXXX Loss Mitigation and customer service at least 5 times from XX/XX/XXXX - XX/XX/XXXX regarding keeping the payments to restart around XX/XX/XXXX while I was in active Loss Mitigation. I wanted to make sure I stayed in touch and informed so my file would stay current and I asked many times that my credit is not going to be given any late fee notes etc. while we worked through the process ; to which I was assured I would not receive late notices, no late penalties and no late fees. In turn I began all information submissions as XXXX  requested, and I restarted payments in XXXX which was 2 months earlier than the 6 months I was granted of payment forgiveness/forbearance as they agreed to allow me during the Hurricane Relief act. 
However little did I know that XXXX filed my Loss Mitigation request as a Covid Relief Act request ; which it clearly was not and when I found that out from their customer service in XX/XX/XXXX I immediately demanded they fix the record to show I was in the post Hurricane Idalia Relief Loss Mitigation program ; NOT a Covid relief. That was the first time I realized something did not seem right about XXXXXXXX XXXX and their apparent lack of integrity. I began making regular monthly mortgage payments again as stated in XXXXXXXX XXXX XXXX which XXXX happily accepted my money over the phone via call-in payments as they requested. 
I have all the documents of all the correspondences from and to XXXXXXXX XXXX and VA rep XXXX XXXX whom I made aware of my problems with XXXX again in XX/XX/XXXX and XXXX because I did not want my mortgage to be at risk nor my exemplary credit rating of XXXX in the same time period we are talking about. 
I received the new financing offer from XXXXXXXX XXXX to subjugate my mortgage balance to add the three Loss Mitigation months of payments remained due as of when I restarted making the regular monthly payments as stated above in XXXX XXXX. The offer was horrible and contained additional fees and a terrible interest rate I was in no way going to agree to. As stated above I called them within 5 days of receiving the letter and told their team I would be paying the past Loss Mitigation period payments off XXXX XX/XX/XXXX as stated and I did so. 
All the while I was making the payments from XX/XX/XXXX through XX/XX/XXXX and I was told each time I called in the payments that my loan is reported as been paid on time and all was good. The entire time I relied on the statements from XXXX XXXX  staff members as stated above. As well I received many continued requests for information of my financial details which I repeatedly agreed to do and provided to the staff immediately upon receiving their requests. 
The problem comes in that also in XX/XX/XXXX when XXXX took it upon themselves to file three credit report updates stating my loan was 150 days late, 120 days late, 30 days late then not late all within 2 weeks of one another. My Experian credit monitoring report shows all these details, I have tried a half dozen times to get XXXX to fix this. I have called their teams, I have sent them 12 messages through the portal on my account profile and they continue to refuse to fix their mistakes. The key proving that XXXX XXXX  is not only liable for filing fraudulent account statuses during their agreement I was in active Loss Mitigation, is the fact they removed my online portal access twice during the Loss mitigation period, deleted 4 months worth of messages from my profile where they received my financial details, they agreed to me sending this information through their portal as that is where they requested it since it is secure comm 's for this purpose of sending them my personal financial details. I have screen shots of my missing communications from their website portal, they deny any wrongdoing and they deny they deleted my files. However, the proof they received my files when I sent them is because their system auto generates an account email to state " we have received your message ( XXXX ) '' and this is their request to send them the information the was I was sending it to them. 
The damage has been done to my credit rating as soon as XXXX filed their fraudulent statement of my account status after I paid them the Loss Mitigation amounts. My rating went from XXXX as I said above to roughly XXXX, and on the day they filed the experian report on my credit my score dropped at that moment XXXX points alone on that one day, then dropped again when they failed to update it correctly and allowing my account to get hammered and score dropped like a rock as I said. 
In XXXX if I had known that XXXX would intentionally have done this fraudulent filing of which affected my credit score as it did described herein I would not have been so nice to their staff as I have been since that time demanding they fix their incorrect filings and get my record straightened out rather than allow it reported late of 150 days within two weeks of my paying the account Loss Mitigation time period payments up to date. Why would I have agreed to allow them to do this, I wouldn't that is what the issue is. They did this after I paid them up from this forbearance period of time. Why else would their system continue to ask me for information and why would I receive their correspondence during the time frame I was told I was in Loss Mitigation status and my loan would not be reported late at all. But the proof is they would not arbitrarily send me this type correspondence had they not been receiving my details over and over each time they received my updated financials. Why else would they allow Loss Mitigation to continue to occur if they were not receiving my information, why else would I have 12 phone calls with their staff and the VA rep XXXXXXXX XXXX if I weren't in active Loss Mitigation? The answer is simple and it's XXXX XXXXXXXX lying about my Payments status, my Loss Mitigation Status, lying to me about deleting my account portal documents and details I sent them from XX/XX/XXXX through XX/XX/XXXX. As soon as I found this file information was missing from my portal, I immediately contacted them and told them it was missing and they needed to get it put back on my account because it is the proof I was complying with all requests. 
The further proof I can prove XXXX XXXX is scheming and lying about this is why else would they have continued to send me documents requests I updated my files with based on their received information on the portal, but they then scrubbed the portal of the information and files I sent them during this time. They still ahve the time prior to XX/XX/XXXX and after XX/XX/XXXX on my portal dashboard which includes all of my requests they need to fix my credit reporting and also that I agreed to pay up the Loss Mitigation period of time payments. They scrubbed this information from the portal only when I sent them a request to answer why they suddenly reported my loan 150 days late a month after I paid them up to date on the Loss Mitigation amount due. Paid up and followed their every demand, their staff answered me each time I spoke to them and said my account was in Loss Mitigation status, was not being reported late. I have all of these documents, and all of these details in hand. 
I have warned XXXXXXXX XXXX via secure messaging on the portal since XXXX more than enough times and they claim they are not changing their credit reporting even after they were told they filed the Covid relief incorrectly, and all other things incorrectly. That is why I think they scrubbed the messaging file of my data for those months in question because they fraudulently collected Covid funds on my behalf and that can be a problem for them. 
I would hate to file a fraud claim against XXXX XXXX with the FBI for wire fraud but I will do so as I am well aware of my rights against this malpractice they are guilty of doing to me and costing my credit score to be damaged in dramatic fashion as I have stated. 
All of these statements have the paperwork to back them up, and I have warned XXXXXXXX XXXX  staff I was going to proceed with this claim because they offer me no other alternative to get my credit reporting corrected. 
This is the second instance of a fatal error on my account by XXXXXXXX XXXX when they took over servicing my mortgage in XX/XX/XXXX from XXXXXXXX XXXX. XXXX failed to timely pay my property flood insurance policy in XX/XX/XXXX even after they were warned they needed to send the remittance, when my agent reached out to them, they have the calling records to prove it, and the email threads with XXXXXXXX XXXX Insurance department personnel as proof. When this occurred the missed payments caused my flood insurance to lapse ( my insurance is escrowed in my payments ), and turn my policy with its grandfathered parameters was then cancelled and I received a 3 times more expensive flood insurance policy from the same carrier because XXXXXXXX XXXX made these mistakes and we have the proof of all of these details as well. 
To date XXXXXXXX XXXX has cost me more than XXXX credit points on my credit rating, and cost me more than {$5000.00} per year in additional insurance costs due to them not paying my premiums on time for renewal as of XX/XX/XXXX caused the policy to lapse even after being warned repeatedly by my insurance agents, and also by my phone calls to their customer service department. This again has not been mitigated by XXXXXXXX XXXX nor will they do anything about it. I have a feeling they need to be sued to get them to respond to all of this with an effective solution. 
I feel they are dismissing my rights, misrepresenting my credit worthiness by not correcting my personal credit file ( also the same issue on my wife 's credit reporting has been done and her score dropped just the same at the same exact times as stated above ). I want XXXXXXXX XXXX to be investigated fully, as I can only imagine they have done this same thing to others along the way. The problem I have with changing to another lender is my loan interest rate is 3.5 % and you know I can not get that rate any longer. 
Please help me, please get the lender to fix my credit reporting, have them fix my customer account portal and return all of my files and information promptly, go back review their files for missed payments on my flood insurance policy from XXXX and make it right to fix all of their mistakes on my account information promptly. I will hold off filing a fraudulent inducement, and wire fraud complaint against them with the FBI pending the outcome of your investigation. 
Many thanks, XXXX 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