Consumer complaint received 2021-12-01
Company: Experian Information Solutions Inc.
State: ID
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: Problem with personal statement of dispute

Complaint:
XX/XX/2021 To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  XXXX New York XXXX XXXX To : Consumer Finance Protection Bureau Reason XXXX Forgiveness Letter/ Goodwill Letter / Statement To XXXX XXXX XXXX XXXX and or Executive Committee & Directors XXXX XXXX XXXX ) XXXX Thank you for the opportunity to discuss my account with you. As you know in your system that my most recent credit report with [ Experian, XXXX, XXXX ], contains a delinquent payment reported for the account-above referenced ] account. 

I have an excellent payment record with your bank. I appreciate the credit you have granted to me and understand my obligations. I missed the payment ( s ) due to a change of phone number ( I was not getting the automation texts like I normally due to a change of phone number because I was receiving way too many warranty calls and such ) and since then, I wasnt receiving the proper notifications. I was, however, learned that I was getting my emails by XXXX in my spam box ( as learned on XX/XX/2021 ). As you can see, since then, Ive also had a spotless record prior of on-time payments. 

On XXXX, I made XXXX payments. I also changed my phone number in XXXX, so I have not received further communication until by accident on XX/XX/XXXX. I called in to make a payment arrangement ( I spoke to someone with a heavy middle eastern accent so the language barrier was a bit tough, but the name was unknown ), and it was agreed that it was ok to pay {$300.00}, and the remainder within a 30-day timeframe and that the account was temporary satisfied with the notion that everything was going to be caught up within the agreed time frame. A week later, I started to get a barrage of calls ( now since I updated my new number ) stating that I was late and received an email today stating that my account was going to be cancelled. I questioned myself and scratched my head and thought to myself, how can this be if I just recently made a payment. So, in hopes to mitigate this error in good faith, I called XXXX to express concerns that I was having. 

On XX/XX/2021, I spoke to a customer service representative ( a female name unknown ) and explained the situation. She looked up the account, and that she saw that the payment arrangement has been made. However, she indicated that she could not help. At that point, I requested to speak to a supervisor at that time. Her name was XXXX XXXX. After round robin with her, she indicated that she did not see the arrangement. 

As I began to talk with XXXX, she seemed a bit adamant about not wanting to help either. We went back and forth and determined that she was not going to help either. I offered several times to bring the account current, and that my phone number was changed successfully in the system as of XX/XX/XXXX. I even went as far as to check the recordings for all communications as everything is recorded per FCC. I also requested your information, as to the reason I am writing this letter in hopes of a favorable response. XXXX obliged the information. 

In the meantime, and as of good faith on my part as a card holder, I am bringing the account current today as promised ( and even earlier than stated on XX/XX/XXXX as previously discussed. My credit is important to me, and I would like to maintain a spotless record. I would like to ask that you remove any delinquent payment history as a one-time courtesy. I am planning to apply for an auto loan, and it has come to my attention that the missed payment on my record could hurt my ability to qualify for a low rate. I genuinely believe that it does not reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the delinquent payments posted or recorded and sent on XXXX behalf. 

Thank you for your consideration, and I look forward to a positive response to my request. Please let me know if there were any more information you would need to make this decision. Thank you in advance. 

Best, 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 explanation