Consumer complaint received 2021-06-25
Company: Experian Information Solutions Inc.
State: CA
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:
XX/XX/XXXX My son leases a new XXXX XXXX for three-years in XXXX XXXX. I am asked to sign as co-lessee ( please find attached copy of the original lease agreement ). 
XX/XX/XXXX My son moves to XXXXXXXX XXXX for new job opportunity. 
XX/XX/XXXX My son contacts XXXX XXXX to request an extension on his lease due to the Covid-19 Outbreak ( please find attached copy of the lease extension ) XX/XX/XXXX My son officially receives the six-month lease extension ( through XX/XX/XXXX ) from XXXX XXXX which he doc-u-signs and immediately returns. At no point did XXXX XXXX mention to him that I needed to sign this lease extension. On top of that, I was never notified nor contacted by phone, email or USPS mail with a copy of this lease extension by XXXX XXXX. 
XX/XX/XXXX My son makes payment # 2 on his six-month lease extension and continues to make monthly payments to XXXX XXXX in advance of his monthly due date of XX/XX/XXXX. He continues to make the following payments : XX/XX/XXXX ( # 3 ), XX/XX/XXXX ( # 4 ), XX/XX/XXXX ( # 5 ), XX/XX/XXXX ( # 6 ) all in advance of his due date. XXXX XXXX has accepted all six payments on the lease extension ( please find attached list of the lease extension payments made by XXXX and received by XXXX XXXX XXXX. 
XX/XX/XXXX My son goes to drive his car only to find out its no longer where he last parked it on the street in front of his new apartment. He contacts 311 to learn its been repossessed by XXXX. 
XX/XX/XXXX He contacts XXXX XXXX and was informed that I needed to sign the lease extension and thats why the vehicle was repossessed. He is also told that XXXX had attempted to contact him by phone but that they are not allowed to leave messages due to privacy laws. My son was unaware of any such calls ( as he does not pick up calls from unknown numbers especially with the proliferation of spam calls everyone receives these days ) and never received an e-mail from XXXX XXXX regarding any issue. 
My son asks to speak to a manager and is told it would take 72 hours for a one to get back to him. 72 hours pass and no one contacts him. In fact, its now been over a month days and hes yet to receive a call from a manager. He contacts XXXX at least half-a-dozen times and gets nowhere. Hes told his only option is to purchase the vehicle outright and pay all of the repo fees. 
XX/XX/XXXX I contact XXXX XXXX several times and speaks with 4 or 5 reps and gets nowhere. All of the XXXX reps are completely dismissive. I also ask to speak with a manager but never receives a call back. I then contacts XXXX Customer Relations and opens up a Complaint Case ( Case # : XXXX ) XX/XX/XXXX I call to follow up on his case and is told there is no update and is then directed to call XXXX repossession depart who inform them that there is no way they will reverse this repo order. I have never received an update on my case in nearly a month. 
XX/XX/XXXX We both call XXXX XXXX one last time and speaking to XXXX ( Supervisor ) in Texas to let her know that we are getting an attorney. 

Summary : I would just like to state that my son acted entirely in good faith during this entire process. 
He signed the six-month lease extension with XXXX XXXX as instructed and made every payment on time. He was actually planning on returning the vehicle prior to XX/XX/XXXX and leasing a new XXXX. He's now been without a car for four weeks. He has been embarrassed, treated like a criminal by XXXX and has had his and my credit destroyed. He cant even buy or lease a new vehicle right now because of this. Its apparent to us that there is a serious communication issue within XXXX XXXX for which we should not be punished. We firmly believe that their finance department is acting in a criminal manner by deciding to bleed out every last dime from XXXX before taking his car four weeks early after receiving the sixth and final payment of the lease extension. This is clearly a violation of Federal Banking Laws.

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