Consumer complaint received 2021-07-29 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 — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: VA

Complaint narrative:
To : Experian XXXX. XXXX XXXX, XXXXXXXX XXXX XXXX. 

Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX And XXXX XXXX XXXX XXXXXXXX To whom may concern, I had a mortgage loan with XXXX XXXXXXXX XXXX XXXX, since XXXX and held a checking and savings account with XXXX XXXXXXXX XXXX since XXXX. Payments to the mortgage loan were made by an automated system and online banking always paid as agreed. I moved to XXXX  by the end of XXXX, rented the property and continued making my mortgage loan payments as agreed. On XX/XX/XXXX XXXXXXXX XXXX XXXX was shot down by the XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX and the Federal Deposit Insurance Corp ( FDIC ). According to their webpage, XXXX my account would be acquired by XXXX XXXX XXXX XXXX XXXX, same financial institution where the mortgage loan was serviced, thru their subsidiary, XXXX XXXX. The transition of the financial institutions took place between XXXX and XX/XX/XXXX. 
Since XX/XX/XXXX I tried contacting the Department of Customer Service of both financial institutions to make sure I wouldnt have any difficulties to perform any transactions from the checking account and continue to make the mortgage payments after the merging between the two banks. Their response was, that I should wait until the completion of the transition between the 2 banks and they will disclose soon my new account number and provide me with a welcome kit related to the transition and instruction on how to manage payments. 
The mortgage loan ( XXXX ) with XXXX XXXX  was paid thru the checking account of the bank that no longer existed since XX/XX/XXXX. The proceeds were deposited by the tenants and payments made thru the automated system thru XXXX XXXX, now XXXX XXXX, XXXX. The transition was completed on XX/XX/XXXX and last payment to XXXX XXXX  went through XXXX on XX/XX/XXXX. By XX/XX/XXXX, I no longer had any access to the account or the money deposited nor able to made any payment. 
Numerous calls and conversations with their XXXX XXXX XXXXXXXX since XXXX, XXXX, XXXX were made unsuccessfully. The bank had an incorrect mailing address and suggested their only way to receive information about my new recently acquired account was by changing my mailing address. However, after several attempts to do so, they failed to send me the required information about my account and refused to provide any information and or making a debit to make a payment to the mortgage, because they were not able to identify me over the phone. They suggested to travel to the island to resolute in person the issue by visiting the branch facilities. 
A complaint ( # XXXX ) was filed to XXXX XXXX thru their customer service, Ms. XXXX  XXXX with the XXXXXXXX XXXX XXXXXXXX. Mrs. XXXX XXXXXXXX suggested another change of address. The form was completed and returned to her with the correct address in order to receive a duplicate of information of the deposit account along with a check book and a debit card with a pin will give me access to their online system and be able to make a mortgage payment. This attempt was also unsuccessful, as no documentation from the bank was received. 
On XX/XX/XXXX, Ive filed a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) Complaint # XXXX. ( Annex D ). On XX/XX/XXXX a response of the complaint was received by Mrs. XXXX XXXX from XXXX XXXX XXXX  stating the bank sent the welcome kit and inferring that the merged between the two banks did not cause any issue to their customers and XXXX XXXX was not to blame about the past due payments on my mortgage loan. Ironically, their response received thru the official complaint made with the CFPB portal, still had an incorrect mailing address, evidencing the bank simply kept failing to correct the address and provide me with access or any information related to the XXXX account. Furthermore, their response to my complaint was that my mortgage loan had some issued in the past with XXXX XXXX. This letter was completely vague and erroneous because I never held any mortgage loan with the defunct bank. Couldnt she just verify my loan history to confirm all this before responding? No, she did not. 
XXXX XXXX responses to my claims were always vague, inadequate and contradictory. Furthermore, no resolution was offered to this issue other than by going in person to fix their mess. During my claims also requested the indulgence of the late fees between XX/XX/XXXX to XX/XX/XXXX and to update negative information to the different Credit Reporting Agencies ( CRAs ). 

Finally, on XX/XX/XXXX a duplicate of a debit card but was received thru XXXX. After few calls and a couple of more obstacles I was able to validate using a pin number sent and get back to access to my XXXX and hopefully pay the mortgage loan. Sadly, I was indicted by Bank that at that point they no longer can help me, because, now the mortgage loan can not accept payments thru the online banking system, because it was referred to collection division and the only way to make a resolution was by calling their loss mitigation division and make an agreement to pay the mortgage. 
Despite my frustration trigger by all the obstacles the Bank has imposed, I received my check book on XX/XX/XXXX, and was able to resolve the issue by sending over the mail a check to pay the mortgage loan including all past due amounts and continued to pay the loan without any trouble since the day I paid the mortgage in full on XX/XX/XXXX, when the property was put on the market and sold. 
More than six ( 6 ) years has passed since the above-mentioned issue, and recently found that the bank reported negative marks to the credit agency that included a pre foreclosure code. Not only there was not foreclosure, but the loan was paid in full as agreed. Therefore, this negative code, keep showing on my credit report and are completely erroneous. I have engaged the service of a law firm to help with this matter that happened over six years ago, and made a dispute to the different credit reporting agencies to remove the FS code. Fortunately, XXXX  was able to investigate further and correct the report. At this point Im asking the same to Experian. 

Sincerely, 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