Consumer complaint received 2019-09-13
Company: Experian Information Solutions Inc.
State: CA
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: Their investigation did not fix an error on your report

Complaint:
In XXXX, 2018, I was contacted by XXXX XXXX via telephone, regarding an account, about which I had no knowledge. I immediately informed them that the account must be a mistake or error and requested that they verify the validity/origin of the debt. Initially, the operator I spoke with couldn't tell me much about the alleged debt, except the original source - XXXX XXXX XXXX. I explained that not only did I not owe promenade towers anything, but I actually never got my deposit back from them when I previously moved out of my apartment, so if anything, they owe me some money. I said this in a phone call they recorded the very first time I was contacted by them. The operator went over after-move-out charges with me, that totaled less than my security deposit and when I pointed out that this might've been where the arithmetic error occurred ( perhaps turning a negative number to positive, I'm not sure ). I was informed that " there must be more charges somewhere. '' Well, I again asked that they verify and validate that in writing with me. I sent my request in writing and what I received back from XXXX XXXX was merely a copy of the document acknowledging that I do not owe any money. Rather, I am owed money. This math has been stated by XXXX XXXX, and confirmed in writing by their own documentation, which I have included here. Yet they are still saying that I owe them money. Again, individual operators have admitted to me that the math doesnt add up, but they still continued on with saying that I owe money. Page 2 of the attached document that I received from XXXX XXXX shows my security deposit in the amount of {$530.00}, and after-move-out charges in the amount of {$63.00} for countertop replacement, {$48.00} for painting and {$200.00} for rent ( {$310.00} total ), I am owed {$210.00}. I have twice pointed this out to XXXX XXXX and have not heard anything from them in months. It has been far longer than thirty days and they have failed to verify or validate that I owe them any debt, which they are required to do according to the FCRA. They have instead demonstrated and admitted on multiple occasions that I am owed {$210.00}. Therefore, this account is fraudulent and should not be on my credit report and I ask that it be removed immediately. 


When I contacted Experian about this issue to submit an official dispute, I submitted documentation showing what I explained above ( also attached here ) the dispute was ignored or ruled against. The only explanation given is that the company that originally submitted the account as a collections account says that its valid. They dont have any documentation showing that I owe anything, and in fact, the only document they have shows that I am owed money. Experian will not even allow me to further dispute the account. 

When I called Experiann to discuss their logical fallacy, they basically said that the only thing that matters is what XXXX XXXX says. I was urged to go to XXXX Data to get them to remove the account, but as Ive stated above, no matter how many times I explain the math to XXXX XXXX, they insist that there must be Something that I owe money for. To be clear, there is not. I asked Experian what happened and they informed me that the company that originally submitted the account as a collections account says that its valid and thats all Experian needs to keep the account on my credit report. 

When I spoke to Managers and supervisors at Experian, I was informed that they have no power over what goes into my credit report and that they dont add or remove anything, even after given evidence that whats in there is fraudulent. I was told that the company reporting it to them has the final word because they would know best. But I have to believe that if I were someone more powerful and not just some guy, that it wouldve already been removed. 

And on a more global note, most of the US economy is based on the idea that whats in these credit reports is about as accurate as it can be, within reason. So for Experian to turn around and say that it doesnt fix things or take them out and just does whatever the party who listed it says is ridiculous. Experiann is not XXXX. It needs to be held to a much higher standard!

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 non-monetary relief