Consumer complaint received 2023-04-20
Company: Experian Information Solutions Inc.
State: OH
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:
On XX/XX/2023, I paid {$460.00} to XXXX XXXX via the XXXX XXXX XXXX  The same day an unauthorized third party attempted to wire funds from my XXXX checking account for over {$3000.00}. Because of this, XXXXXXXX XXXX  completely shut down my account. Still, to this day, my account is being investigated by their asset management department, and I have lost all access until the investigation is final. Since I have no access, I had no way to verify that the payment to XXXX cleared other than to rely on XXXX themselves. 
To do so, I utilized the XXXXXXXX XXXX  which I have relied on for the last three years, to make my payments and view my payment history. I logged in multiple times to verify that the payment was showing that it did, in fact, clear and there wasn't a payment owed. It was only in the following month, when the next payment was due that it reflected that I owed two monthly payments. I immediately made both payments and contacted XXXX. At the time, I was advised that everything was current, and I had nothing to worry about regarding anything reporting to my credit negatively. Two days later, on XX/XX/XXXX, I received a notification from my credit monitoring software that a late payment was just reported to my report, and my score dropped XXXX points. 
Again, I immediately called XXXX and was told by the representative that he does see the XX/XX/XXXX payment, and he will submit this to the " Credit Department '' to remove this from my credit report. He advised me that it could take 45 days and suggested that I submit a dispute to help speed up the process. He then gave me a reference number to include in my dispute ( XXXX ). I immediately filed my dispute with the credit bureaus and followed up numerous times within the following weeks. 

On XX/XX/XXXX, I received a notification that XXXX had deemed the late payment valid and would not be removed from my credit report. I again contacted them immediately and spoke to two representatives that stated their credit department was not seeing the XX/XX/XXXX payment and requested that I send a screenshot of the payment history showing the XX/XX/XXXX payment. I sent them the screenshot and followed up via their instant online chat to ensure the requested document was received. The representative confirmed and called me to advise me that she would be escalating the matter to the appropriate department to ensure that this is resolved. On the same day, I emailed XXXX XXXX, the Director and Auto Executive of Customer Relations at XXXX, and am still awaiting a response. I can not access my bank account or statements due to XXXXXXXX XXXX XXXX investigation. 

This is not a mistake on my end. I have done all my due diligence in an attempt to get this matter rectified with no response. This has not only been detrimental to my perfect credit that I have worked extremely hard to build, but it is also preventing me from getting a XXXX XXXX that I have spent almost a decade in college to obtain.

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