Consumer complaint received 2020-09-25
Company: Experian Information Solutions Inc.
State: CA
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:
Experian does not accurately report a reported balance from one of my creditor ( s ) since XXXX of XXXX while the other two Credit Bureaus ( XXXX, XXXX ) does. I've patiently waited for them to update it and did not make a complaint until XXXX when it still didn't report the full payment I made on that account. I filed a dispute on XXXX and called the creditor the next day to confirm if they indeed report to Experian that I already have paid in full the total balance owed which was made on XX/XX/XXXX. The creditor confirm that they regularly report every end of the month payments being made by their lender ( s ). As I have signed up on several credit monitoring alert, I received an email from one of them on XXXX indicating XXXX  have reported that a payment was made in full on one of my account ( s ).  That account is the balance I have disputed with Experian. At this point, I decided to follow up with Experian on the status of my dispute. The customer rep from their dispute department said that they are waiting on the response on the correspondence that they sent to my creditor requesting them to confirm if the dispute is accurate. I have argued that it does not make sense that the two credit bureaus have the most accurate record of these payments and they don't ( since XXXX as a matter of fact ) ; it's obviously being reported by the creditor or how in the world will XXXX  and XXXX  will get these records? I tried to be patient and told them that I will go ahead and call the creditor again to follow up on their response on such correspondence that they claim they mailed to this creditor as of XXXX. When I called the creditor, they verify with me that they have not received any letter or correspondence from Experian. They understand my frustration at this point so they offered me to send another letter indicating that a full payment was made on the account and it has a XXXX balance as of that date. This is aside from my statement they already mailed prior showing my current balance ( which is XXXX ). On XX/XX/XXXX, Experian sent me their response on my dispute saying " the company that reported the information has certified to Experian that the information is accurate. This item was not changed as a result of our processing of your dispute. '' When I read this, I called them right away as none of these makes sense as there was a clear evidence that my dispute is legit and valid given all the documents that I have from the creditor and the two Credit Bureaus ( XXXX and XXXX  ). The fact that they are not  reporting any payment that was made on this account since XXXX which is contrary to what XXXX  and XXXX  reports made me think that their either trying to XXXX me up or there may have some glitch in their system that they are not willing to look at and take care of for me. The customer representative advise me to call the creditor and asked them to call Experian directly to certify that my dispute is accurate ( which I think is so absurd since the creditor already did their part reporting payments to all the Credit Bureaus ). As I have expected, the creditor refuse to call them as they said they believed that they have done their part already in reporting my payments to all the Credit Bureaus. I don't understand why Experian adamantly insist that they do not receive any report of payments from this creditor while XXXX  and XXXX  have these information. Experian up to this point still refuse to correct this dispute and keep telling me each time I called that only the creditor can make that certification. I don't know what to do anymore at this point as no matter what I say or evidence that I have, they insist to keep the same balance that they have on this creditor since the month of XXXX. It is very frustrating to deal with Experian as they don't want to cooperate at all.

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