Consumer complaint received 2024-01-10 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: NY

Complaint narrative:
Withholding of documentation, misinformation, untimely responses, negative credit reporting : All during time working with XXXX. Unclear about status of mortgage. For example, even today my loan account has been current since XXXX and is still in Loss Mitigation. The reason for this is still unknown. 
XXXX XXXX is my second mortgage and first is XXXX XXXX XXXX. While working with XXXX for same time period, my primary mortgage ( XXXX  ) was responsive, clear, ethical and did not submit negative reports to the credit bureau. However, XXXX failed to respond appropriately or timely to XXXX requests for documentation causing significant funding delays, communication throughout was poor and misleading. Loss Mitigation representatives were either unclear about procedures when working with XXXX and in loan mitigation or were intentionally misleading. Negative reporting has ruined credit that was 800+. Below is most recent correspondence outlining issues. This is second time I am asking for escalation. First time they only corrected some of the negative reporting. 

XX/XX/XXXX To whom it may concern, Prior to the XXXX pandemic my credit was fully in tact and now it is seriously damaged and affecting my ability to move forward with my personal economic recovery. 

For these reasons, I am again kindly requesting that the negative reporting to the credit bureaus be corrected as I had been consistently working with XXXX  since ( on or about ) XXXX, XXXX. I was also in forbearance with XXXX since XX/XX/XXXX and notified XXXX numerous time that my application for XXXX  funding was approved. I even uploaded a copy of the approval to the portal link provided by XXXX of the customer service representatives. 

The specific periods reported as negative are as follows : XXXX : XX/XX/XXXX : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX Throughout the periods above I kept in contact with XXXX loss mitigation and was advised that as long as I was working with XXXX  any negative credit reporting would be corrected at the time the account became current and not to worry. While corrections for other months were issued the negative marks for the periods stated above remain. 

I took the information provided to me by XXXX to be true as my primary mortgage holder, XXXX XXXX XXXX, advised me of the same exact thing during the same period and my account with them is current with no history of negative credit reporting. 

Also, with specific reference to the XXXX and XXXX, XXXX, payments due to XXXX, when I called XXXX in XXXX to inquire about XXXX payments being applied and going forward. I was told that the XXXX payments took a while to apply and once fully applied the amount would likely carry me through XXXX of XXXX ; however, I could make a couple of payment just in case which is what I did in XXXX and XXXX. I thought if anything, I was 2 months ahead. To my understanding this meant that once all XXXX funds were applied I would probably be paid up through the end of XXXX. 

Since I no longer had access to my online account because I remained in mitigation, each time I wanted to make a payment I had to call XXXX Loss Mitigation. Every time I spoke to a customer service representative I was told my account was still in the process of being updated. In XXXX I was told that XXXX was definitely in receipt of the XXXX money and to give it another 30 days or so for my account to be fully adjusted and out of loss mitigation. On XX/XX/XXXX, I was surprised to receive a call from XXXX that my XXXX and XXXX payments were overdue. I asked her what had happened and she confirmed that while my loan was still in loss mitigation and under review, her computer showed that I missed payments for XXXX and XXXX. Since I did not want any further issues I paid {$2800.00} to bring my account current. 

As I stated before I have had no access to my online account. During the period I was working with HAF whenever I called with a bill in hand, I was told to disregard the bill because it was not accurate. For example, because I was working with XXXX things like late charges would need to be reversed/fixed and the account wouldnt be correct until all funds were fully applied. I had no way of knowing where I stood and communication was seriously flawed. Even today my loan has been current since XXXX and I am still in Loss Mitigation. How could I not be confused? 

In conclusion, I worked hard for many years to earn a very high credit score. Therefore, I am pleading one last time with XXXX XXXX XXXX to restore my credit by reversing the negative reporting for the time period ( XXXX ) noted above. 

Thank you in advance for your help. 
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