Credit reporting or other personal consumer reports -- Problem with a company's investigation into an existing problem -- Complaint #7852368
Complaint Overview
Complaint ID: 7852368
Company: Experian Information Solutions INC.
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Problem with personal statement of dispute
State: Colorado
ZIP Code: 816XX
Date Received: 2023-11-14T12:00:00-05:00
Date Sent to Company: 2023-11-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, My mortgage was transferred from XXXX XXXX XXXX to XXXX XXXX I was not aware of this transfer. I was made aware of the transfer when my credit monitoring service alerted me of a massive drop in my credit and I began investigations. The day i was made aware, I brought my account up to date and made all outstanding payments. I have an exceptional payment record to all parties. The agent who helped me let me know that " all the mail we have sent you has been returned '' and we determined that XXXXXXXX XXXX did not have my correct mailing address. They did not include the unit number and thus, I was never notified that my account had been transferred. XXXX had my physical property address All Digital communications from the bank ended in my spam calls from unknown numbers also were flagged as spam. I was transferred to customer service and they submitted a request to remove the negative credit memo they had reported, and said, " this is our fault as we did not properly notify you. The next day I was sent an email saying my request had been resolved and changes will be be reflected in my account. I called to confirm details of the resolution and was told my request was denied. After horrible customer service, I was told that this was entirely my fault and unless i can prove that they had the wrong address they could not help me. I am also confused as the statements that the customer service reps provided show XXXX as well as XXXX. Attached you will find the statements from XXXX showing that despite having the correct physical address, they did not include the unit number which resulted in all the mail being retuned and me not being notified.
Frequently Asked Questions
What is Complaint #7852368 about?
Complaint #7852368 was filed against Experian Information Solutions INC. regarding Credit reporting or other personal consumer reports specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2023-11-14T12:00:00-05:00.
How did Experian Information Solutions INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit reporting or other personal consumer reports) and describe your issue in detail.
Can I see other complaints against Experian Information Solutions INC.?
Yes, visit the Experian Information Solutions INC. company profile at readthecomplaint.com/company/experian-information-solutions-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.