Consumer complaint received 2023-03-16
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I used to have an XXXX XXXX and I closed the account and had a payment arrangement to bring down my debt. The card was bought by XXXX XXXX,. I've made several online payments to XXXX XXXXXXXX since the switch. At the end of XX/XX/2023 I signed online to make a payment and all my information was missing. I called XXXX XXXXXXXX to say hey I can't make a payment something weird is happening and all my info is gone. I spoke to 4 people in an hour. I only spoke to that many people because XXXX XXXX could not tell me what was happening. They just kept saying your account is closed. I already knew that, they knew that, so why is my information missing? They again said the obvious which is that my account was closed. Finally after refusing to get off the phone until someone could form a coherent sentence and provide accurate information, the FOURTH PERSON told me my credit card was charged off. They never warned me, they never sent a notification, never called, emailed, sent mail, nothing. There was no indication on my online portal that there was an issue. In fact everytime I went to pay, it said my minimum balance was XXXX. I was paying under what I agreed on with XXXX because of massive medical debt, but if that ever happens with any other card they let you know it's a problem. XXXX XXXX didn't say jack and THEN when I disputed it I asked the process, they said 30 days. They said someone would call me. I said what if I can't answer will they leave a message? They said yes as long as you state your name in the voicemail. This was XX/XX/XXXX. No one called me. Ever. They said they did but I live in XXXX, I could have been on the train with no service. They told me they didn't even have to call me but they did. So they lied because the first time they said they'd call andconfirmed they'd leave a voice note. Then today I call to dispute the stupid letter they sent. The letter says they researched my dispute and their decision stands. Not once did they address how no one communicated with me and then my information was missing. I CAN NOT SOLVE A PROBLEM I DO NOT KNOW EXISTS. I told them my online account was weird too -- never said a balance was due even though of course it was. I can't prove that to you because they REMOVED MY INFORMATION. Then this XXXX lady today tells me that they sent me paper statements, and that's where the warning was. I asked why would there be a discrepancy between online and paper statements? she did not address the question. She said the warning was saying I had a balance. What she described is a normal statement. I said ok so you're telling me that you sent me communications that you absolutely did not send? She said telling me I have a balance is my warning. I said that's like us both being outside and it's sunny and you say it's raining. Not once did anyone at XXXX XXXXXXXX take responsibility for their XXXX business. Then when I say the actual info I did receive because I CALLED was nothing but incomplete, inconsistent, and inaccurate. She says, " I can't speak for other people. '' Well someone better because each of this incompetent individuals in an exploitative system are setting people up purposely to fail and then saying it's my fault. no. it's not. I have responsibility yes but this is a two way street, I CAN NOT MAKE INFORMED DECISIONS WITHOUT ACTUAL INFORMATION. and the whole process to dispute this reflects the initial problem of zero communication. The definition of fraud is lying cheating stealing waste and abuse. XXXX  XXXX is fraudulent. The sad thing is payment isn't even an issue, I have XXXX left and can finish it off in my next paycheck. but this charge off that is THEIR FAULT is XXXX me and damaging my credit when I am literally doing everything I can to take care of it. they are not doing their jobs and a normal reasonable ethical thing to do would be like wow XXXX you're right we have no idea how to communicate, we don't train our staff properly, we take zero responsibility for our errors, and gee whiz looks like we don't actually communicate AT ALL. People like XXXX XXXX are getting away with ruining lives and XXXX XXXX won't reverse a life altering credit damage that is their fault, coming after someone drowning in medical debt. again that is even beside the point, THEY DID NOT DO THEIR JOB. I need this charge off reversed.

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