Consumer complaint received 2020-08-01
Company: Experian Information Solutions Inc.
State: GA
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:
On XX/XX/XXXX, I sold the XXXX XXXX XXXX I had financed through XXXX XXXX. XXXX XXXX had sent out a notice that, due to the corona virus, no late charges nor penalties would be applied for the months of XXXX and XXXX regardless of whether you contact them to ask for assistance or not. They now have different things listed on all three of my credit reports but, essentially, theyre showing my payments as delinquent and even that I still owned the vehicle into XXXX and XXXX. I have the proof that it was sold ( traded ) in at a local dealership in everything from the official sales paperwork to the Motor Vehicle Registration official approval date to transfer the tag over, which is listed as XX/XX/XXXX. The state wont provide that without showing proof of the exact day of sale. 

I can also provide XXXX XXXX information they sent out and had on their website regarding the no penalties for XXXX and XXXX. I even contacted them to confirm the information was accurate and would be applied to my account if I sold the car by the end of XXXX. They confirmed no late penalties nor negative reports would be made if the car was caught up or sold and paid off before XXXX. Both myself and the person representing the dealership where I traded it in at were on speaker phone with XXXX XXXX on XX/XX/XXXX to confirm the sale and transfer everything over to them and at that time they said there werent going to be any issues and confirmed nothing would show as late, much less 30+ days delinquent. 

Ive called XXXX XXXX since this credit report mess started where theyve now caused my scores to drop by up to almost 70 points right as I was trying to buy a house almost two months ago  but they still havent fixed the inaccurate and damaging information. Every time Ive contacted them I gotten some kind of run around. The first was that no supervisors/managers were available because of COVID-19 work-at-home status and the most recent was that they had to go back and trace my original request date and it would take up to a month to hear back. Its been over a month and, not surprisingly, I still havent heard a single thing from that department nor any other within the company nor have my credit reports been fixed. Even the account closed dates are wrong. Experian is showing it as still open 2 months after it was paid off and closed! 

On top of all of that, since my monthly payments were not due until the XXXX of every month, even if they want to try to say they decided to revoke the Corona virus extensions I had already confirmed with them, my paying it off completely on the XXXX of XXXX still wouldnt put me anywhere close to over 30 days late. If they do want to argue that they canceled the Corona virus program without bothering to tell me, the absolute max they could claim is from XX/XX/XXXX - XX/XX/XXXX which would only be 12 days late. Their refusal to fix such an obvious mistake made by someone within the company just doesnt make any sense. 

Below is what each company is currently reporting, all of which are incorrect : Experian - Over 30 days late for XX/XX/XXXX, on time for XX/XX/XXXX and on time for XX/XX/XXXX. The account was closed on XX/XX/XXXX so the XXXX and XXXX shouldnt even be on there at all. Then with the the XXXX part, it goes back to what I wrote above about my payments not even being due until the XXXX of every month so the max days late would be 12, not 30. 

XXXX - Shows XXXX as 30-59 days late and then on time for XXXX. It specifically states the account was paid off and closed on XX/XX/XXXX. Again, even if XXXX XXXX wants to argue that they decided to revoke the Corona virus extension that was supposedly offered to everyone and I specifically contacted them to confirm, if the account was paid and closed on XX/XX/XXXX, it could not have been more than 14 days late, not 30-59 days late. 

XXXX - They have XXXX marked as 30-59 days late. They are the only one out of the three credit bureaus that has it identified as closed in XXXX which is one less inaccuracy than the others but its an even more glaring inaccuracy because showing it closed in XXXX is proof in and of itself that it falls within theIr Corona virus assistance program. However, same as the other two, if they want to argue they canceled their Corona virus assistance, the absolute max days late would be 13. 

Again, none of them were late at all because XXXX XXXX had their Corona virus assistance program going in XXXX and XXXX. They should all show paid on time for every single month ( including XX/XX/XXXX ) and account paid off and closed on XX/XX/XXXX. I had never made a late payment, not once in the almost 4.5 years the account was open. Apparently, this is how they show their appreciation to those who paid them on time for the entire time until the loan was paid off and the account closed. 

If XXXX XXXX actually cared about their customers, this wouldve been fixed immediately when I brought it to their attention but it wasnt and now my mom, who has XXXX, is suffering even more because I wasnt able to buy a XXXX XXXX house when it hit the market thanks to the unexpected drastic drop in my credit scores. Right now, she cant move around without having to worry about falling down the stairs constantly. She definitely cant use her XXXX at all. Nothing in our current home is on the same level so food, bathroom, bedroom, doors to outside, etc all require going up and down stairs. Since truly XXXX   XXXX housing that fits our price range doesnt come up for sale anywhere near where we live very often, theres no telling when well be able to find somewhere she can be safe. It took almost a year for that one to pop up. XXXX XXXX careless reporting and refusal to own up to and fix their blatantly obvious mistakes caused us to lose that opportunity to buy a house that wouldve fit our needs and, subsequently, they are subjecting my sick mother to even more pain and agony for no telling how much longer.

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