Consumer complaint received 2021-11-27
Company: Experian Information Solutions Inc.
State: PR
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 had a credit card with a $ XXXX limit with XXXX XXXX XXXX. XXXX bank bought or acquired XXXX in XXXX. In XX/XX/XXXX, XXXX initiated an account transfer from XXXX to XXXX. Ever since this happened, I haven't been able to access my account to view payment history. After numerous calls to understand the problem, several issues arose : First, XXXX told me that the contact information ( mailing ) they had available was from XXXX years ago, even though XXXX bank had my current address on file. I tried changing the address by going to the local branch directly and filling out a form. After some time they mentioned that I needed to send an email to change the address and I did. Then after a couple more months they told me that I needed to send yet another email request the change. They finally changed it on XX/XX/XXXX ; they do, however have my current cellphone and have been able to call for monthly payments. To this day, the credit card ( plastic ) hasn't arrived so I have not been able to access my account to look at the balance, payment history, and payment due dates, for over a year because I need the credit card number to enroll in their system. This means that every time they call for the minimum payment, the account is already behind, probably affecting my credit score. Second, I don't see the account as active in the credit bureau. I see XXXX as a closed revolving account with no balance in one of them, then a closed oriental revolving account with 0 balance in the other two. After calling to inquire about this and understand the problem, they told me that they had tried to communicate with me since XXXX ( to the wrong address, never by phone ) and decided to disregard the payment history from XXXX and consider my XXXX account as a new account for the bureau. I did not consent to this- they could have called the same way they called to collect a payment. Third, information received from the bank has been unclear. After several call attempts and visits to the local branch, I receive different information regarding the state of the address change, different instructions about how to access my account to view payment history, among other info. They just gave me a step by step procedure about how to access my account- I tried it while they were on the phone with me but it did not work. I had tech support look into the situation and they were not successful. This is because to access their system, I need the credit card number, which I don't have ; they have told me that I can use the contract number but that does not work either and this is one of the conflicting information given to me. I have concerns with these approaches and lack of clear communication and any negative effects this might have caused my credit scores. I am also worried about future complications due to the lack of clear communication and due process from this bank on my accounts. I am interested in paying off my debt and also enjoy my credit limit as needed. Please advise.

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