Consumer complaint received 2022-02-28
Company: Experian Information Solutions Inc.
State: SD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Background : purchased vehicle XX/XX/XXXX ; loan from XXXX XXXX. Address on original lease agreement was entered ( by dealer ) incorrectly. XXXX mailed Welcome Letter with account information ( which is needed to sign up to their online site to make payment ). Address sent to had very specific need ; if not addressed correctly, mail would go undelivered. This was a brand new building that required we get our mail at the post office at times. I tried several times to obtain account information with XXXX and my car dealer ; was told each time I would get that information mailed to me. 

I was finally able to get the account number and register online and set up autopay. However, XXXX notified 2 credit reporting agencies of a 30 day late payment for two different months ; one was never notified. 

XXXX : XX/XX/XXXX - Late 30 Days Experian : XX/XX/XXXX - Late 30 Days XXXX : XX/XX/XXXX - Unknown ( data ) I disputed this several times and was told the information was reported accurately ; however, the above information differs between credit reporting agencies and is not consistent. 

I attempted to resolve this with the XXXX  and provided proof that the address used by XXXX was incorrect. They continued to say the reporting was accurate, ignoring any goodwill. They misstated that they used the correct address, adjusting their letters once I informed them of the correct delivery address ; they continue to maintain they used the correct address and said that nothing was returned to them as undelivered. In fact their first letter in response to my complaint had the incorrect address. XXXX made a simple clerical error, or the dealer did, and I addressed it as soon as I was aware of it but XXXX was unwilling to show any good faith in me as a customer and make a change to my credit files, something they have the absolute power to do. 

Since resolving the issue of the account number, my payments were made by auto payment and I sold the vehicle and the account was closed in XX/XX/XXXX. This negative mark, caused by their dealers error, has caused significant negative damage to my credit. 

Please note the letter from XXXX dated XX/XX/XXXX shows my correct address at the time. The letter states : " Our records indicate, a Welcome Letter and first billing statement were mailed to your address of record being XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX. I have included copies of both documents for your review along with a copy of the Lease Agreement and account payment history. '' Also attached is the original Welcome Letter dated XX/XX/XXXX - please note the address : XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX ( missing is the calling out " XXXX XXXX which is vital to delivery, unfortunately, but included in their letter from XX/XX/XXXX, falsely stating they sent it to the correct address. 

A second letter dated XX/XX/XXXX states the Welcome Letter was sent to the address on record listed on the Lease Agreement ( attached- please note the address ) ; however, the lease agreement address is incorrect, as entered by the original dealer. The letter states that " numerous attempts were also made to contact you via telephone at ( XXXX ) XXXX ; however, were unsuccessful. '' This statement is troubling because since XX/XX/XXXX, I have 2 calls from XXXX XXXX and 1 message, and that was in response to my complaint in XXXX. 

Also attached is a request for assistance letter dated XX/XX/XXXX to my Congressional Representative asking to assist in the issue with mail delivery. Specifically noted : " USPS is not delivering our mail ; claims the address is unacceptable ; USPS has said they do not like that our unit number is more than 3 digits long. '' It took almost two years to have our mail delivery situation corrected. 

XXXX has not responded to any communications from me since XX/XX/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