Consumer complaint received 2019-05-31
Company: Experian Information Solutions Inc.
State: MA
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:
XXXX XXXX  on XXXX XXXX reported late payment to my wife 's and my credit history. Actually we are not responsible for the late payment. As per the deal the dealer gave they were supposed to pay the first two payment : the one that you pay during the signing of the lease and the second one which is the one that will be officially billed by the finance department. Dealership forgot and I came to know about this when I went online to pay my bill from XXXX XXXX which I am supposed to pay. The dealership owned up the mistake and paid the one they had to pay. XXXX XXXX refused to update the incorrect credit reporting and asked me to submit proofs for all this. I called in created a ticket with customer service and submitted the required docs. Processing time is 6-8 weeks and they don't send you an email with decision you have to keep calling and they will just close it after they make a decision. Since XX/XX/XXXX to this date XX/XX/XXXX I have opened multiple tickets with their customer service. Each time they bring up new issue with the documentations. ie lets say there are five things they wanted in the body of the letter they tell one each time they reject. And finally, one of the customer service agent himself dictated the body of the letter to me so that the dealer can print this in their letter pad and then I can submit it. Now they rejected that also. The dealership clearly states that it was their fault etc but they just will find new issues all the time. As I am typing this the customer service agent I am working with is trying to come up with new wording to cater towards the new rejection reasons from XXXX XXXX They are just so painful and so irresponsible. I am not sure why they have to do this even when their own customer service agents says they can not figure the reason why they keep rejecting the letter or the plea to correct the incorrect credit reporting. 

Now latest rejection reason which they didn't tell when they rejected before is that they want the dealership to put in the letter why they made a late payment and why they are agreeing to pay it on my behalf. 

Similar is my experience with another ticket I have with them. I got a parking ticket and I paid on time. They paid it again after I paid it without consulting me. And now they have not recouped the money from the city for months now and I will have to pay the same amount again to XXXX. 

Their investigation takes more than 30 days, I am not being notified of the results, there is difficulty submitting or get details of a dispute etc. I need somebody to help me. They make you feel helpless. Because of this incorrect reporting I got rejected for my wife 's student loan refinancing and finally when we got a refinancing we got a lower rate than we should have as because of all this my credit score went down from 800s to lower 700s.

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