Consumer complaint received 2022-10-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
This situation has been happening since XX/XX/2022 and it is still not fixed. I have provided this bank every payment I have made for my mortgage and they seem to think I still owe them money. I have emailed them, called them and NOTHING of any change! 

I have reached out to the Office of the Chairman, and this person is not providing me a transaction report of WHY my account shows I am behind. I have paid every single month for the full amount PLUS an additional amount that was asked of me to supposedly fix the underpayment. The fix NEVER happened so I paid the full amount since then so I asked for my overpayment back. NOW this bank is saying my account is behind. How is that possible for my account to be behind when I have paid every month complete? 

No one has provided me a report as to why my account shows behind. The online transactions do not make sense and believe it was done incorrectly as it looks like things are paid, moved over and done their own funny reconciliations. 

I am asking to please explain why I owe money when I have paid every month in FULL. I have the transactions from my bank to prove it and I MATCH them with my account but something in the reconciliation shows as if I owe more. I was told late fees would be removed so why am I owing XXXX more when I have paid my other months in full? This bank will not explain to me in detailed. I have been yelled by a lead XXXX who did not help me. Every representative just says a scripted message and can not explain the details transactions even though I specifically say, here are my payments, why do I owe? One rep even told me I owed about {$800.00} to keep my account current. Where did {$180.00} go to {$800.00}? 

I used to have great credit until this bank. THIS BANK IS HORRIBLE. I am a good paying citizen and I have been treated poorly by this bank. There is no clear answer as to why I owe when I have proof that I dont. This has been going on since XX/XX/2022 AND I have paid every month and the account shows one behind. My credit is ruined and I need this fix. this bank never sent me any correspondence certified telling me this change of anything. THIS BANK needs to have further disciplinary action as I do not think what they are doing is ethical. They are telling me to pay for something I don't owe but yet they won't give me clear explanation why I owe. I PAID MORE than WHAT I OWE and when I asked for my overpayment, they said they want it back. WHY??? I need help immediately as this bank still has not fixed my issue and my credit keeps showing as if I am not paying my mortgage on time when I am. I have everything in writing too. I just need this fix, this has caused a lot of stressed when this has not been my fault.

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