Consumer complaint received 2023-04-11
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have already submitted a claim about this to XXXX  both directly and through CFPB ( XX/XX/XXXX - ID # XXXX ). XXXX XXXX  reported their response and the claim was closed even though the documents that THEY PROVIDED proved exactly what I was asking them to remove from my credit report. They included two documents that showed they had received a lump sum check from my car insurance company for {$14000.00} as of XX/XX/XXXX & the balance was a supposed deductible of {$1000.00} ( which was never told to me ). I leased a bread new XXXX with them ( UNDER MY FATHERS NAME - XXXX XXXX ) and was told nothing was due and that they would eat most of the extra fees for me and roll in anything else that they had to into my payments. This was the 3rd XXXX  I had bought or leased between myself and my husband and so I took what my salesman and the XXXX of finance on their word. So, 1. This {$1000.00} needs to be removed from my credit report, as they updated my report to state that the {$1000.00} was written off. The account was charged-off However, if this is NOT THE CASE, someone at XXXX XXXX needs to look into and see if this fee was rolled into the payment somehow or if my father ended up paying it under his acct ( bc my credit took a turn for the worse in XXXX, he was paying most of the finances then ). 
2. XXXX XXXXXXXX own document, dated XX/XX/XXXX, state As of today, all funds received from your total loss claim have been applied to your account ; however, there is still a balance due. Again, having NO awareness of this. You would think a phone call or a letter in the mail or even if necessary sent to a debt collector. Nothing. That is why I think the fee was paid nub working out a deal with the new lease OR it was paid but not under my name. We did later realize that XXXX was sending me e-documents, however when my father put the new XXXX leased XXXX in his name the email address he put on file wasnt mine so I never received ANY documentation from XXXX EVER! I always had to call if I had a question or have my father call for me. 
So if you go back to the original claim, it asked me 3 questions in response to XXXX answer. 
You can look them up there or I have cut and pasted them here for you : ( 2nd Dispute with XXXX  on CFPB site : XX/XX/XXXX ) 1. The companys response addressed all of my issues? NO - The company clearly states that my insurance company paid them a lump sum settlement payment and then there was ONLY {$1000.00} left as a deductible that I apparently needed to pay. This is/was news to me, as I was told that any monies would be rolled into the brand new XXXX XXXX XXXX  that they leased me due to the total loss of the prior leased XXXX model. On their documents that they provided, it shows that they received {$14000.00} from my insurance on XX/XX/XXXX. Then, on a second page directly from XXXX XXXX it also states, As of today, all funds received from your total loss claim have been applied to your account ; however, there is still a balance due. So, they are stating twice in official writing that they received the funds and also stating that they did in my complaint here too. The issue is that my complaint reflects that I owe {$16000.00} and they went back and started charging it as negative all the way back to XX/XX/XXXX. I already leased a new car with them, in XX/XX/XXXX & no one ever told me about a {$1000.00} payment owed. I was told everything was covered due to my gap insurance and my full coverage car insurance + the lease agreement guaranteed me a new car. I would like XXXX to check their records to see if the {$1000.00} was rolled into the payment on my XXXX XXXX XXXX XXXX  under my fathers name, XXXX XXXX. My credit score had decreased by XXXX so the new lease went in his name. So, I can not say if the {$1000.00} was taken care of or not. However, it looks like XXXX has just decided to write-off the {$1000.00} and then charge off the account. So, if they wrote off the {$1000.00}, XXXX can go check their records. XXXX  CAN however remove EVERY ELSE BUT the {$1000.00} from my credit report as of XX/XX/XXXX. The day they themselves claim they received a settlement payment and there was only {$1000.00} due ( according to them ). 
2. I understand the companys response to my complaint? NO - They said that they received money from my car insurance company AND I LEASED ANOTHER CAR WITH THEM, yet why as I still being charged every month negatively on my credit report? If since XX/XX/XXXX all I have owed ( according to them ) is {$1000.00}. That is NOT reflected on the report. 
3. The company did what they said they would do with my complaint? NO - See above explanation.

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