Consumer complaint received 2023-07-27
Company: Experian Information Solutions Inc.
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
In XX/XX/XXXX I reached out to XXXX XXXX  and let them know that I was unable to set up auto pay, they offered no resolution as to why their system was not allowing me to do so. All of their " support '' is done via email, so there is nobody who will call you to assist in troubleshooting issues. They provided a link to make a one time payment. I did that for several months as I was never able to get back into autopay. 

On XXXX XX/XX/XXXX, I moved from the United States to XXXX. On XXXX XXXX, XXXX I had noticed that " XXXX XXXX XXXX XXXX XXXX  '' was reporting 30+ late on my credit report. This was stemming from a XXXX charge on the account that I was not aware of. Prior to moving to XXXX, I had contacted XXXX via phone and closed my account and was assured it was closed after the current billing cycle ( This was sometime in early XX/XX/XXXX ). Lots of companies geo-block you ability to access their websites and apps from XXXX, even with the use of a good VPN. XXXX XXXX is XXXX of those companies as well as XXXX, which is why I called them after I moved to make sure the account was closed. I have access to my XXXX line whilst living here in XXXX. 

I reached out to XXXX XXXX via email support on XXXX XX/XX/XXXX and advised them that I had moved XXXX, wasn't able to get into their site and noticed the 30+ days late on my credit report. As I was not able to access the app or website for XXXX, I had NO correspondence from them that I owed them money. No emails, no texts, no phone calls. Due to this, I was unable to pay. As soon as I saw the balance owed on my credit report, I contacted family back home and had them login and make the payment with my debit card. This brought my account balance down to {$0.00}. 

I initially wanted to close my account with XXXX, but " XXXX '' convinced me to keep the account open as it was a reporting tradeline. He stated they could remove the late report as a good faith removal and make it so my XXXX account couldn't be utilized for payments. Basically it would report as an open tradeline, but as long as I was XXXX, they'd prevent anyone from being able to charge it. He stated if I went forward with a closure, they wouldn't be able to honour the good faith removal. I agreed to the terms of keeping the account open and allowing me to not access the funds so no further issues arose. 

On XXXX XXXX, I reached out to XXXX  again under the same email thread advising that my credit was still reflecting a late payment. A " XXXX '' got back to me saying that when I requested to cancel, they canceled the internal request to update my report. Nobody adivsed me that I was to re-ask for them to do that. A reasonably prudent person would presume that if they are offering to keep the tradeline open so I could get the removal, they would do that. 

On XXXX XXXX, XXXX emailed back stating from " XXXX '' that they " decided to grant the goodwill late payment forgiveness. Please allow 60 to 90 days for the credit reporting agencies to update your credit report. '' On XXXX XXXX I had put in a dispute with the credit bureaus, namely, XXXX, in regard to inaccurate information that was showing on other parts of my report. I decided to include XXXX XXXX in this dispute as I knew they would reach out to XXXX  to confirm accuracy. 

I got the results of my report today, XXXX XX/XX/XXXX and not only has XXXX XXXX  kept the 30+ day late reporting on my report, they added another one and made all of my other history " unknown '' instead of current. They also reflected that I have a current balance of {$20.00} on my account, which is not true. Additionally, they stated my last payment was XX/XX/XXXX, which is also not true. The report went from having a single 30+ late to being all sorts of wrong. 

This is my last ditch effort to amicably resolve this issue with XXXX and the credit bureaus before I move onto legal action with an attorney that deals with consumer issues.

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