Consumer complaint received 2020-06-18
Company: Experian Information Solutions Inc.
State: VA
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:
1. XXXX XXXX -- I have 2 accounts with XXXX XXXX for leases on 2 XXXX XXXX XXXX cars bought at the same time. Account numbers are almost the same but last 2 numbers ending in XXXX and XXXX. XXXX XXXX started mis applying my payments and putting both payments on the XXXX account in XXXX XXXX. 
2. I would have to return their calls about a missed payment and wait on phone for 30min to 45 min each time and frequently have to call back because they had a rule that if phone conversation took longer than 3 minutes they would drop the call. I did not find this out til XX/XX/XXXX by a customer service representative at XXXX. 
3. XXXX XXXX did not take responsibility til I spoke with a supervisor XX/XX/XXXX who directed me to send in the notarized letter attached. She said they were mis applying payments to the wrong account and she would have this corrected. 
4. I have an attachment of the corrected file from XXXX of the mis applied payments but they made it so my payments were late. They have dings on my credit file for XXXX and XXXX on both vehicles. I have never been late for any payments ever with any company. Feel free to check my credit file. I have called and ask them to fix this several times without any results. 
5. I attached and included my bank statements of check payments and also the on line payments they made me do because they kept calling and harassing me that my payments were late on the XXXX account. They had both of my payments on the XXXX account. 
6. This is not the only problems I had with XXXX XXXX. I almost did not get to move from XXXX to XXXX because XXXX would not give me the paperwork to transport my vehicles to XXXX. They would be nice on the phone and say they were sending but they would never send. It took me 6 months to get the transfer paperwork for the dock. 
So many phone calls and so much of my time. 
7. Once I was in XXXX XXXX XXXX then claimed they did not approve to send my vehicles to XXXX  and would not release the information to the DMV for me to register my cars. So many phone calls and so much of my time. I now have the paperwork and my cars are registered. 
8. It has been a nightmare working with this company. It seems like it is costumer support issue and mis management of policies from the top. The company has a process in place to make you get completely exhausted calling and waiting to ask the same questions. 
9. I can not get a home loan because of these XXXX and XXXX dings on my credit for this lease. These are the only things wrong on my file and the mortgage company is saying to fix this and they will give me my home loan. 
10. I hope by reporting XXXX XXXX does not make my problems worse because this seems to be their process. If you call and complain about anything, they just make your issues worse. My guess would be that the nice people on the phone are hiding their mistakes because the upper management are firing staff.

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