Consumer complaint received 2022-11-22
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I lost my job back in XX/XX/XXXX and immediately activated the XXXX XXXX XXXX XXXX XXXX  ) insurance coverage linked to the account. Each month I was required to submit a benefits application along with proof of my continued unemployment and in turn the minimum monthly payment due on the XXXX account would be paid. Benefit applications were submitted for the months of XX/XX/XXXX to XX/XX/XXXX. In reviewing my account statements, it appears benefit payments for the months of XX/XX/XXXX thru XX/XX/XXXX werent posted, despite the required documentation was submitted. I first attempted to contact XXXX by telephone regarding the missing payments in XX/XX/XXXX but wasnt able to speak to anyone. The country was under mandatory lockdown due to XXXX and XXXX representatives werent available. I followed up on XX/XX/XXXX by mailing copies of all of the required documentation relating to the missing payments and requested they be posted as quickly as possible. 

In XXXX terms and conditions for unemployment benefit coverage it states once the maximum number of payments, which is twelve ( 12 ), has been reached and if unemployment continued, the credit account would qualify for a balance waiver, and the remaining balance on the account would be paid in full. 

From XX/XX/XXXX to XX/XX/XXXX, XXXX had issued a total of XXXX ( XXXX ) benefit payments to my XXXX account. XXXX was made aware once the missing payments had been issued I also would have met the requirement to have the remaining balance waived and paid off. 

Once the lockdown was lifted and business operations were back to normal, I assumed XXXX fulfilled their responsibility by posting the missing payments and paid off the balance of my account because I never received any further communication about my claim or my credit account from anyone until I received a letter from XXXX XXXX XXXX sometime in XXXX indicating my XXXX  had been charged-off in the amount of {$1500.00} and they were attempting to collect payment. 

Since my contractual agreement on my XXXX account was with XXXX XXXX XXXX reached out to them directly in writing informing them an error had been made on their part and requested it be corrected immediately. A copy of my letter was sent to XXXX XXXX XXXX with a cover letter stating I was not acknowledging or accepting their claim that I now owed them any money but wanted to bring to their attention XXXX XXXX been contacted for a resolution. 

In addition to the missing benefit payments along with the balance on the XXXX account not being waived, I discovered XXXX failed to credit my account in the amount of approximately {$170.00} plus tax for two items that were ordered in XX/XX/XXXX but never received. XXXX was contacted about the missing items and I was instructed to complete and submit an, Affidavit of merchandise not received. Credit for the missing items was never received after the form was submitted. 

Despite all of my previous communications with XXXX, XXXX, XXXX XXXX and XXXX XXXX XXXX my account appears to have been allowed to continue in the collection process to where it was turned over to an attorney who in turn filed in small claims court attempting to collect. 

This XXXX account should have never reached the level that it has. All parties involved, despite having been made aware numerous times there was a problem, have simply chosen to ignore or take steps to resolve it. I have again attempted to get this matter handled by contacting XXXX but was told to contact XXXX, who said they no longer had my account and directed me to XXXX, the servicer. XXXX said my account was now in the hands of XXXX XXXX XXXX who told me I would have to speak to the law firm assigned to handle my account. 

None of the parties ( XXXX, XXXX XXXX XXXX XXXX XXXX ) whove had a role in the handling of my account have taken any interest in assisting me with this matter, despite each having reported it negatively to the credit bureaus. The credit bureaus wont do anything stating by law only the reporting creditor has the ability to take action on an account that has been reported on my credit file. 

I am seeking the assistance of the Consumer Financial Protection Bureau to help me resolve this issue. I want XXXX to credit the unemployment benefit payments ( XX/XX/XXXX to XX/XX/XXXX ) to my account as I was qualified to receive them because I was unemployed ; I want XXXX to clear any remaining balance due on the account since the maximum number of unemployment should have been paid in turn paying off the account balance ( balance waiver ) ; I want XXXX to delete any past due payment history on the account ; and finally, I want each reporting party ( XXXX, XXXX and XXXX XXXX XXXX ) to delete their negative reporting of my account permanently with each of the credit reporting agencies. This can be achieved once XXXX corrects and properly updates my account. 

I have copies all benefit applications and proofs of unemployment and the affidavit of merchandise not received that were submitted to support my claim.

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