Consumer complaint received 2025-01-09 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: NC

Complaint narrative:
I filed chapter XXXX In and around XX/XX/XXXX And my home mortgage with XXXX mortgage was exempt at all times, however, XXXX  stopped reporting all on-time payments as of XX/XX/XXXX as they say per their business practice and yet I see it noted that they can not stop reporting on time payments. My payments were made through autopay directly to XXXX from my checking account every single month up until the day. I personally chose to sell my home through proper channels as any other home sale would happen and it was closed XX/XX/XXXX through a closing attorney, a hud closing statement and XXXX  mortgage was paid in full for the balance owed on my mortgage at that time. So from XXXX of XXXX through XX/XX/XXXX, XXXX  did not provide on-time payment reporting to the bureaus. I notified all credit bureaus through many disputes And provided data of The on-time payments made during this time through my bank account as well as rocket mortgage providing me a history of transactions which shows on time payments to the credit bureaus and they too did not update any records. It has been over a year. I have been fighting for the corrections to my credit report be made by rocket mortgage since the credit Reporting agency is not updating even though they are given the data directly themselves. They push it back on rocket mortgage and they go with whatever they say. I feel this is in violation of the Fair Credit Reporting Act and XXXX mortgage has also chosen to use the claim that my mortgage was XXXX through XXXX  which is inaccurate under XXXX  XXXX. The exempt home that language can not be used and they a falsely reporting and refusing to update that the home was sold, paid in full and never late. Again, my home was sold September 29 2023 months before my chapter XXXX ended and was XXXX XX/XX/XXXX. I even provided XXXX  mortgage a screenshot from XXXX showing that I was delinquent XX/XX/XXXX And the reporting now says severe delinquent XX/XX/XXXX. Yet again, the house sold XX/XX/XXXX and account closed paid in full. I can not be delinquent on My mortgage after the home was sold and paid in full. I have provided XXXX  mortgage and again the credit bureaus all three of them with proof along with my attorney XXXX stating XXXX  is not properly reporting on time payments but that it is not my XXXX  attorney 's responsibility on how XXXX  mortgage is reporting and I need to file disputes with the bureaus which I have done many many times to no avail. And again a mortgage company under XXXX  XXXX, an exempt home can not be XXXX through XXXX  As the net proceeds are protected as is the home and the home is exempt and was exempt all along from the date of filing. Yet XXXX mortgage continues to report that my mortgage was XXXX through XXXX  and that is a false statement because it was not XXXX. It was not even part of the XXXX  XXXX XXXX  And again, the house was sold of my own free will with court approval because it's listed as an asset on XX/XX/XXXX. The HUD closing statement clearly shows XXXX mortgage being paid in full for the balance owed on my account at that time and they received full payment at closing directly. I have gone back and forth for over a year with XXXX  mortgage as well as all three credit bureaus to getting no results and this has been extremely hurtful, harmful and even making me sick to have such a negative report of my mortgage when all payments were made on time directly to XXXX mortgage every single month never late proof provided and then the home is sold by me of my own free will to end my XXXX  XXXX XXXX  XXXX and XXXX years early but more so because XXXX  mortgage was not reporting on time payments for over a year and I could not XXXX XXXX more years of them not reporting on-time payments to the credit bureaus or the surprise results of it being XXXX through XXXX  as they're reporting inaccurately when the house was sold, paid in full, never late under XXXX  XXXX which is very different from XXXX  XXXX and no reaffirm is needed under a XXXX  XXXX plan. I can't XXXX. I am the only one that has this problem with XXXX  mortgage and their inaccurate reporting To the bureaus. They claim they consulted a XXXX  attorney and their attorney and yet it came back to me that they're not willing to update anything and they don't see anything that needs to be changed. I find that very hard to believe because if you XXXX under XXXX  XXXX in North Carolina, it clearly states a mortgage company can not use the claim of an exempt home that was sold that it was XXXX through XXXX  and that is what XXXX  mortgage is reporting to all three bureaus. And again, all the on-time payments that should have continued to be reported were not. I feel this is again in violation of the XXXX XXXX XXXX, XXXX and personal harm and injury caused by it. A XXXX  attorney knowing the rules and regulations around XXXX  XXXX and exempt mortgage knows the protections that it has along with the proceeds or net profits is protected and exempt therefore, them not agreeing to update the credit bureaus correctly and using the wrong language is unacceptable. This has been going on again since by XXXX  XXXX was XXXX XX/XX/XXXX yet my home sale closed XX/XX/XXXX. A never imagined it being reported as a red negative that I exempt home under XXXX  XXXX. When all payments were made directly to XXXX mortgage on time, every month would be seen as a negative even when the house sold and XXXX received the full balance owed to them on my mortgage also as a negative. According to XXXX mortgage, it is their business practice to stop reporting if somebody is in XXXX  and I even have an email stating that why my mortgage is not part of the XXXX. It's the fact that I am personally in XXXX  and that is how they see it. I find this very alarming, bad business practice and unethical to hold a good client In contempt.

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