Consumer complaint received 2025-05-30 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: CA

Complaint narrative:
I am filing a complaint regarding false and damaging mortgage account handling by XXXX XXXX, which has now also affected my current servicer, XXXX XXXX. Despite multiple payments, formal disputes, and written evidence, XXXX misrepresented my payment history, causing XXXX to issue a mortgage statement showing three months of missed payments. This situation is disrupting a pending loan application and causing serious financial and emotional stress. 

My mortgage was previously serviced by XXXX and enrolled in autopay. In XX/XX/year>, the loan was transferred to XXXX. I contacted XXXX to make my XXXX payment and was informed by a representative that the XXXX payment had already been received, and that no additional payment was due. This aligned with my expectations, as autopay had been set up with the prior servicer. 

When attempting to make my XXXX payment, I was told that the XXXX payment was missing. I explained that I had made that payment with XXXX before the transfer, and was assured that their system reflected payments for XXXX, XXXX, and XXXX, though XXXX was displaying incorrectly. I was asked to send proof of the XXXX payment as a backup, which I did. 

I made multiple follow-up calls and was repeatedly asked to resend bank statements, which I did. Each time, XXXX agents said they could see the full payment history, but that the XXXX entry still needed to be corrected in their system. 

After the loan transferred to XXXX XXXX, I contacted them multiple times to correct the error. Unfortunately, these interactions were frustrating and at times unprofessional. In my most recent call, a XXXX  manager was rude and dismissive, to the point that the conversation felt hostile and bullying. While XXXX inherited the errors from XXXX, I have made every effort to resolve the issue and have instead encountered resistance. Despite being current on all payments, I am still being treated as delinquent, with no resolution provided. 

On XX/XX/year>, I sent a formal dispute email. On XX/XX/year>, I submitted a detailed Qualified Written Request ( QWR ) under RESPA ( 12 U.S.C. 2605 ( e ) ), and cited the FCRA ( 15 U.S.C. 1681s-2 ) concerning inaccurate delinquency reporting. On both occasions, I received only automated email responses saying they would look into the matter, but I have received no follow-up. 

After my loan was transferred to XXXX, I was informed that the XXXX payment was missing, not XXXX. Upon reviewing my full bank records, I confirmed that the XXXX payment had not been deducted a fact that XXXX never disclosed. Their continued focus on XXXX, and repeated assurances that XXXX had been received, misled me into believing the account was current. 

I proactively made two payments in XXXX to XXXX to ensure the account would be brought current once the issue was resolved. However, XXXX then issued a mortgage statement showing that I was three months delinquent, clearly based on XXXX erroneous records. While XXXX has not yet reported this to credit bureaus, the account is mischaracterized internally, creating serious risk of further harm. I have also sent XXXX a QWR. 

On XX/XX/year>, I contacted XXXX again and was told, once more, that the issue was with XXXX payment the same explanation Ive received each time, with no correction and no updates sent to XXXX. At no time did XXXX acknowledge that the XXXX payment was missing in fact, they assured me it had been received, even when I informed them I had no record of that payment being deducted. 

I am fully current on all payments, yet my account continues to be treated as severely delinquent a completely inaccurate and unjustified position. Given XXXX  repeated misrepresentations and failure to disclose the true issue, I respectfully request that no delinquency be reported for XXXX. This situation is entirely the result of servicing errors, not any failure on my part. 

Requested Actions : Correct the payment history on my mortgage account to reflect actual payments. 

Prevent the reporting of any false delinquency to the credit bureaus. 

Notify XXXX Mortgage of the corrected information and ensure accurate reporting moving forward. 

Issue a mortgage statement and verification of mortgage confirming that my account is current and in good standing. 

I am attaching my XX/XX/XXXX QWR, payment proof, and other supporting documentation. I ask that the CFPB assist in compelling XXXX and XXXX to correct this situation before further harm occurs.

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