Consumer complaint received 2021-11-11
Company: Experian Information Solutions Inc.
State: AZ
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:
I submitted an application and was approved for an account with XXXX XXXX XXXX in approximately XXXX XXXX. My account was approved and they opened the account in XXXX of XXXX on my credit report when first reported. At that time my initial card was mailed, however, due to issues with the mail service we did not receive the initial card or the initial billing statement for the initial {$35.00} annual fee. 

In fact, XXXXXXXX XXXX has confirmed and acknowledged that the mail was returned to them. We found out about the lost statement/card because in about XXXX of XXXX my husband saw a flagged late notification on one of our credit monitoring services which prompted our call to them, we immediately paid the {$35.00} card fee ( and actually I believe we paid them twice in error {$70.00} in total, just fyi ) but at that point they said they would reset the billing cycle, notify the credit bureaus of the error and have them update the report so the 30 day late report would be deleted. 

My husband followed up on many occasions since and over the last year and they continually promised to get the account updated by deleting the 30 day delinquency error. My husband finally spoke with XXXX on XX/XX/XXXX who stated she was a Supervisor and informed us that they had sent a delete, update to all three credit reporting agencies on or about XX/XX/XXXX. At that point my husband advised her that this is still not updated, and that we had been VERY patient and expected them to resolve this immediately. She did state that she thought there was possibly some miscommunication because they issued a new card and card number but either way, it's the same account and should be updated per their acknowledgment of the circumstances. 

Additionally, we have written directly to the credit bureau 's and all that they continually do is respond that they've verified the information and have not taken the necessary actions to delete the 30 day delinquency. 

It seems this should have been very easy fix and and accomplished along time ago for something that has clearly been documented and acknowledged by the original creditor " XXXXXXXX XXXX - XXXX XXXX '' All we want is the deletion and update of my report immediately as we are pursuing a possible mortgage, but unfortunately we've been forced to spend more time and take your time to involve you when this should have been a simple task resolved as long time ago. The bureau 's are also culpable because despite the explanation they seem to just repeat the same actions and it certainly sheds some doubt on their file integrity and actions that this is still reporting! 

This is materially damaging our attempts for a mortgage loan and if the creditor and credit bureaus can't resolve this quickly, then we unfortunately have had to consult with legal counsel who specializes in these types of credit reporting errors, issues and he has stated that he will file a complaint on our behalf seeking monetary compensation for the damages if they will not correct this error. 

Thank you for your assistance and if you need anything else, please feel free to contact us directly. 

Kind regards,

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