Consumer complaint received 2021-04-30
Company: Experian Information Solutions Inc.
State: NJ
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: Problem with personal statement of dispute

Complaint:
The below details were the initial issue that is greatly effecting my FICO 9 score and causing me to receive a higher interest rate on an auto loan I want to obtain : I have encountered a BILLING DISPUTE LEFT UNRESOLVED BY XXXX  XXXX XXXX and they have said my account is delinquent and did a CHARGE OFF which will ultimately effect my credit. I opened up a billing dispute with XXXX  XXXX XXXX on XX/XX/XXXX and they sent me letters in XXXX ( two months later ) stating they required additional documentation for my dispute. With this regard, I contacted them to obtain more information regarding what they required and they were totally unresponsive when I called numerous times to send paperwork regarding my dispute. They had an hour or more hold times then their line would totally disconnect after having me hold for over an hour. I contacted their main line numerous times and they informed me that their has been several issues with the Disputes department and answering the phone line but they were unable to assist. Since then, I continued to try to get this resolved explaining to them that the items they are charging me for have been returned to the company XXXX XXXX another fraudulent company located outside of the United States ) and should have been issued as a credit. I have not gotten anywhere with XXXX or XXXX  XXXX XXXX and they have been less than helpful. XXXX  XXXX XXXX has now sent my account to the credit bureaus interfering with my high credit score. They are fraudulently charging me these fees and refuse to look in to the matter whatsoever. They can't just arbitrarily close my account when I haven't been issued my refunds for the merchandise returned. They have demonstrated terrible customer service and they need to be reported for their lack of attention to my matter and then making me pay for something that I do not owe. Effective XX/XX/XXXX, they have sent a charge off on my account even after I've explained that these charges are not accurate and I contacted them numerous times to no avail to get this matter resolved. They kindly let me know that they could care less and would not be assisting me in this matter. I'm totally appalled by their mistreatment and lack of customer service to an issue that could jeopardize my credit score. 
I have disputed this issue three times with Experian on XX/XX/XXXX and twice on XX/XX/XXXX and I don't believe my dispute is being taken seriously nor are they thoroughly investigating it. They only allow a few characters to explain the situation with XXXX  XXXX XXXX and they don't care to thoroughly explain it and get to the bottom of my issue. XXXX  XXXX XXXX refuses to resolve this issue and ignored my attempts to do so, then did a Charge Off unknown to me.This is completely unfair to me and is dramatically increasing my FICO 9 score.

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