Consumer complaint received 2021-03-03
Company: Experian Information Solutions Inc.
State: CT
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
XXXX  XXXX XXXX XXXX XXXX XXXX  XXXX neglected to the payment arrangements made to bring my account to current status agreed upon and made in on XX/XX/XXXX. They promised to remove XXXX & XXXX finance & late fees & reverse late payment to credit reporting. They neglected to keep the 3 auto withdrawal payment arrangements made to my account : {$100.00} on XXXX, {$55.00} on XX/XX/XXXX, {$45.00} on XX/XX/XXXX. 

In XXXX when I reviewed my credit report I saw not only did they not remove the late fees nor reverse late payments reported to the credit bureau as promised for XXXX and XXXX. Instead in XXXX they ADDED another late fee and reported now XXXX to the credit bureau when this was supposed to be resolved. I called XX/XX/XXXX and asked again for this error to be corrected and reverse it from my credit report but rep said this wasnt in his power and would credit me some of the late fee as if it was a favor. 
Ive called multiple times and spoke to over 5 reps and supervisors who after reviewing notes told me the original rep neglected to set up the payment arrangement on XX/XX/XXXX so it made acct late. She promised to make a note of everything and correct my account. 

I am in the middle of refinancing my home so this has been detrimental to my report as Ive been denied due to this horrible and neglectful and unacceptable error especially the way it has been handled. XXXX XXXX XXXX  XXXX has done absolutely nothing to try to reverse nor resolve the mistake made on my account. 

Ive asked several times and disputed the late payments on my report but it has not been removed. On XX/XX/XXXX I spoke to a rep for 2 1/2 hours it was very kind to take his time and look deeply into the note and told me that the supervisor who I last spoke to you never did anything to help the account nor noted it and the payment arrangements made on XX/XX/XXXX were mysteriously deleted by another rep with no valid reason. They told me to write theyre credit report dept to correct THEIR MISTAKE. Unacceptable. 

In XXXX I inquired and joined their hardship program once they made this huge error and my payment due became overwhelming. They cut off the usage of my account. Had they not been neglectful and honored the agreement which would have brought me current in XXXX, I wouldnt have had to join and would have gotten approved for my refinance mortgage! Ive asked them numerous times to send me via mail and email the terms of the hardship program and they promised to do so and even this theyve neglected to do so. 

The problem is they hire overseas workers who are not properly trained nor know the American customer service protocols. 

Your help would be greatly appreciated. I need to get XXXX XXXX XXXX reversed from my credit report and also have XXXX XXXX XXXX XXXX credit all late and Finance fees to my account as promised. 

Thank you 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 non-monetary relief