Consumer complaint received 2020-02-22
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I contacted XXXX XXXX XX/XX/XXXX before my payment was due. I lost my income with no prior warning. I had absolutely no means to support myself. I was also thrown out of my home by my spouse. I contacted XXXX XXXX as I did not want my payments to simply be ignored. I have been working to restore my credit for the past few years and I could not risk jeopardizing my credit due to non payment on my credit cards. I explained my circumstances to XXXX XXXX and I was advised there may be something they could do to help me. I was placed on hold and then a specialist picked up the line and told me that all cards are recorded. The gentleman on the phone told me that there is a program that may help. The man told me the program, their Specialty Assistance Program will wave the late fees ( past due fee ) for 3 billing cycles. I stressed the fact that I could not afford to risk my credit cards payments to be late and destroy my credit. I told him that everything is based on credit ( landlords do credit checks, car insurance companies, banks, employers, etc. ). I told him I understood if there was nothing XXXX XXXX could do for me. The credit card is my responsibility and failure to able to make monthly payments could potentially ruin my life. I was informed this program could help me for 3 months. I kept telling the XXXX XXXX specialist I could not afford to have any negative reporting to my credit report. He told me this would not affect my credit. He told me that XXXX XXXX allows for customers to utilize this program in extreme situations, which mine was. He assured me that there would be no negative impact on my credit as long as I caught up on my payments at the 3 months. 
The beginning of XX/XX/XXXX, I started receiving emails from XXXX XXXX stating my payments are late. I also received emails from XXXX XXXX stating there was negative reporting on my Credit Reports. The negative reports are from XXXX XXXX for late payments. My credit score dropped over 90 points. I contacted XXXX XXXX chat and was told that they were sorry I was misinformed about the program. That XXXX XXXX offers the Specialty Assistance Program and reports all missed payments to all the credit reporting agencies no matter what. I told the online chat rep. that I would have never agreed to a program that would ruin my credit. I asked why anyone would agree to such program if it basically destroys your credit anyway? I requested a transcript of the phone call. She told me she did not have access and that I would have to call XXXX XXXX. I called the next day and requested transcripts and they still have not responded. I am still struggling with no income. I can not barely afford to eat and I reached out to XXXX XXXX instead of ignoring them due to my inability to pay. I was offered a temporary solution and in turn they did exactly what I was afraid of and what I was told they would not do. And lastly, they have added interest which no puts me over my credit limit. I couldn't pay my bill before that. I sure can't afford to pay over my credit limit.

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