Consumer complaint received 2023-04-22
Company: Experian Information Solutions Inc.
State: VA
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: Investigation took more than 30 days

Complaint:
On XX/XX/XXXX XXXX XXXX XXXX XXXX called stating our payment was due. We explained to the male representative that the car was traded. It was further explained that XXXX XXXX is where the vehicle ( XXXX XXXX XXXX ) was traded on XX/XX/XXXX. A few days after our credit report was flagged as 30 days past due for XX/XX/XXXX. 

We contacted XXXX XXXX several time to get answers and demanded an investigation be completed. XXXX XXXX response to us several times was dispute it through the credit burau. XXXX XXXX stated they did not have a department that handles disputes. We tried contacting XXXX collections department to get father information. The collections department representative stated he did not see that the account was ever in collections. If our account was truly in collections XXXX XXXX never made us aware via mail or a phone call the account was 30 days past due and in collections. XXXX was previously made aware on XX/XX/XXXX the car was traded on XX/XX/XXXX and to whom. We placed a call to XXXX XXXX close to the end of XXXX to find out why our credit report was flagged 30 days past due. The rep stated they wasnt aware of the vehicle being traded and did not receive payment as of that time. They demanded payment and stated the account was flagged 30 days late due to nonpayment. 

The monthly car payment isnt due until the XXXX of every month and a 7 day grace period is permitted. On XX/XX/XXXX we contacted XXXX XXXX a women representative confirmed XXXX XXXX received a check for payoff on the account on XX/XX/XXXX or XX/XX/XXXX. She said the check hadnt been processed but she could see it was showing in the system. We explained that our credit report was flagged 30 days past due for XX/XX/XXXX and XX/XX/XXXX. We explained it wasnt even XX/XX/XXXX which would have been the due date for XXXX, but our account was already flagged 30 days and we were still in the month. We asked to speak to the collections department the representative said they could not find our account in the system. We were offered to have a case opened regarding this matter and she would email a case # XXXX XXXX never responded. 

On XX/XX/XXXX I created a case with Experian disputing XXXX XXXX flagging our account as 30 days past due. XXXX can not be 30 days late if it wasnt due until XX/XX/XXXX. XX/XX/XXXX Experian notified me the results were ready and an update was made to the account. According to Experian ( The item disputed has been updated, which may include an update to the disputed information. The account was updated showing the payment for XX/XX/XXXX and XX/XX/XXXX was flagged as 30 days past due ). 

On XX/XX/XXXX we disputed the case in writing via certified mail to all 3 credit bureau 's requesting the information be verified and to provide us a copy of any documentation associated with the investigation. In the absence of any such verification, I formally requested the inaccurate information be removed immediately. Additional documentation was provided by me and husband via XXXX XXXX. Experian reopened the dispute on XX/XX/XXXX ; XX/XX/XXXX Experian dispute update ( No change as a result of processing your dispute. The company that reported the information has certified to Experian that the information is accurate. Experian never furnished us a copy of any documentation related to this dispute as to how they certified the information was accurate form the company. We have not had any communication from XXXX or XXXX.

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