Consumer complaint received 2022-02-24 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: OK

Complaint narrative:
I have been with XXXX XXXX XXXX  for 10+ years with home mortgage and then had a home equity mortgage for 5+ years. Then in XXXX to XXXX of XXXX XXXX XXXX sold all their home loan businesses to other loan companies. While being with XXXX XXXX I always had a direct withdraw from my account and never had an issue. During this transfer of business my home loan transferred w/o out any problems and the home equity did not transfer at all with XXXX XXXX XXXX. Never rec 'd proper notification or any calls from this new company. Then at the end of XXXX of XXXX XXXX rec 'd a call from XXXX XXXX XXXX  rep ( before they totally closed this department ) she explained that they had transferred over my account to a new company and they have not rec 'd any payments- explained that I am on auto-draft and the funds have been in the account and should have been withdrawn - to find out that I needed to contact XXXX XXXX XXXX to set up. Contacted them and got all set up and all of the back month payment caught up. The rep at XXXX  XXXX XXXX stated that they would handle this and would not affect my credit since this was a transfer account. Then in XXXX the funds came out for that month. Then in XX/XX/XXXX automatic payments stopped again -- called them back and was explained there was additional charges that were applied to the account and automatic withdraws stop automatically if current on the account. Paid the additional charges and reset up my automatic withdraw from my account. Since then, there has not been any additional issues. 
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Reviewed my credit report and found that I rec 'd my first late payment on my account. I have never had a late report on my credit since I started 45 years ago. 
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Contacted XXXX XXXX XXXX and requested a review of all the issues that I had during the transition of my account from on bank to another. Rep said that they could remove the 1st late payment from my credit which they have to report after 90 days late - but since this was 5 months late, they were unable to help me. 
They refused to supply me with any of the note documents that were from the XXXX XXXX XXXX  or myself during this transition. 
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I got on the site for XXXX XXXX XXXX  to see what documents I could find. Found that the " Welcome Letter '' letter was sent out XX/XX/XXXX. I have been charged for 3 months of late payments prior to their welcome letter. 
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No certified letters were ever sent to the home address by XXXX XXXX XXXX or XXXX XXXX XXXX. 
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I have requested my file to be reviewed and have been denied for the review. 
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I have attached the Welcome letter and my credit report to show this has been my only late report and need assistance for a company that can assist me in my problem or an attorney that may assist me in my situation

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