Consumer complaint received 2025-04-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
From : XXXX, XXXX Sent : Thursday, XX/XX/2025 XXXX XXXX To : XXXX ' XXXX Cc : XXXX ; XXXX Subject : Urgent : Mishandling of Mortgage Account and Communication Failures Loan XXXX - XXXX XXXX Dear XXXX XXXX  Customer Service XXXX I am writing to express my extreme frustration and disappointment regarding the mishandling of my mortgage account, a situation that has caused unnecessary XXXX nearly resulted in a blemish on my otherwise exemplary credit history and placed me at risk for potential financial hardship. 

To begin, I am a responsible borrower who has never made a late mortgage paymentnot once. I take great pride in maintaining a near-perfect credit record and have always paid on time. I did not choose to do business with XXXX XXXX ; my mortgage was transferred to you from XXXX XXXX without my input or consent. 

Despite my diligence, I recently discovered that my monthly mortgage payment had increased due to an escrow shortage. This change, which apparently went into effect on XX/XX/2025, was never properly communicated to me. I did not receive any clear notice until todayXXXX  XXXX, 2025just four days before another payment is due. Had I not caught this in time, it could have resulted in a missed payment and a detrimental impact on my credit report.

I was informed by one of your representatives that a letter was mailed to my home. While that may be true, the communication came in an envelope indistinguishable from my regular monthly statementsno indication that it contained information requiring immediate action. I admit I did not open these envelopes, but in the absence of clear and distinct markings or follow-up communications, there was no way for me to know that my attention was urgently needed. 

When I asked about email communications, I was told the statement was emailedhowever, the email address in your system was incorrect : XXXX. My correct email address is XXXX. Your representative stated that this incorrect information was provided by XXXX XXXX. That is not my issue. I received emails from XXXX XXXX without any problem, which clearly indicates the correct address was on file prior to the transition. Somewhere in your intake or data migration process, an error was madean error I am now paying for. 
Furthermore, your website is persistently nonfunctional. Attempts to log in consistently result in spinning and timeouts with no successful access. This forced me to call your customer service line, where I waited an extended period to speak with a representative. While the agent I spoke to ( XXXX, XXXX ) did her best to help, I was refused written confirmation that my payment was processed and my account is current. I was also told the late fee could not be waived because it " did not meet the criteria '' despite the fact that this entire situation stems from a series of errors that were not caused by me. 

I also spoke with another agent XXXX XXXX, ID XXXX ) and was told they could try to call me back but couldnt promise anything because they get busya response that is completely unacceptable given the nature of the issue and the amount of time I had already spent trying to resolve it. 
For my own documentation, please note that today I paid my escrow overage in full, as well as the amount required to bring my account current for XXXX. Should these payments not be applied accurately and reflected properly on my account, I will take immediate steps to seek damages, including punitive damages, as the financial harm and emotional XXXX  this has caused were entirely avoidable and due to no fault of my own. 

I expect a written confirmation from XXXX XXXX that my account is current and that the payments have been posted accurately. I also expect a formal response addressing the failures in communication, data accuracy, system access, and customer service. 

Many thanks, XXXX XXXX On XX/XX/2025, at XXXX, XXXX XXXX XXXX XXXX wrote : To further complicate matters, the agent who calculated the payment amount was off by XXXX XXXX just $ XXXXwhich has prevented the payment from processing as of today. I have attempted to submit the additional one-cent payment ; however, it is unlikely that my financial institution will allow such a small transaction to go through. 

This situation is beyond frustrating. I am requesting that someone contact me directly to explain how this issue will be resolved and what measures will be put in place to prevent similar errors moving forward. 

Many thanks, XXXX XXXX XXXX : XXXX XXXX XXXX Date : XX/XX/2025 at XXXX EDT To : XXXX XXXX XXXX Cc : XXXX, XXXX Subject : Re : Urgent : Mishandling of Mortgage Account and Communication Failures Loan XXXX - XXXX XXXX Here we are on XX/XX/2025 and the results of my unanswered complaint below is that my greatest fear has come to pass and your gross mishandling of my account has caused you to inaccurately report a late payment to my credit report and my husbands credit report. I am appalled and beyond frustrated that I have sat on the phone for hours only to have what I have fought not to happen, happen anyway. Someone needs to correct this immediately.

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