Consumer complaint received 2023-08-27
Company: Experian Information Solutions Inc.
State: PA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have tried disputing this account and the account 's status multiple times with the XXXX XXXX and the credit bureaus, Experian, XXXX and XXXX. I previously disputed the charge-off status of XXXX XXXXXXXX  account, as it is in violation of consumer protection laws. Despite my account still being active and accessible for making payments, your company reported it as charged off without providing any prior notice or valid reason. Furthermore, when I brought this issue to your attention, you updated the account and subsequently closed it, causing undue financial distress. 

This issue still has not been resolved, which is why I sent a certified letter on XX/XX/2023 to XXXX XXXX and requested to receive a response in writing within 30 days of the results. XXXX XXXX did not send me any written responses regarding this and the bureaus updated the account as accurate and verified.

I would like to once again bring to your attention the following points which highlight the improper handling of XXXX XXXX account : 1. Active Account Status : Prior to the erroneous charge-off report, XXXX XXXXXXXX account was showing as active on your app, allowing me to log in and make payments. This indicates that the account was still in good standing and any reporting as charged off is unwarranted. My most recent payment was made after what is being reported to the bureaus. 
3. Delayed Resolution of Banking Information Issue : There was a significant delay in resolving an issue I encountered while attempting to update my banking information on your app. Despite reaching out to your customer service team for assistance via email, my issue remained unresolved for several months. As a result, I was unable to make timely payments, leading to late payment records on my account, which were beyond my control. Once your company did resolve the issue with your site 's app for me update my banking info and make payments again, I made a payment to cover all of my recent missed payments, bringing the account current.

4. Insufficient Notice and Communication : Your company failed to provide me with adequate notice or communication regarding the charge-off status of my account. This lack of notification has been both confusing and unfair, especially considering the ongoing communication I had with your customer service team to resolve the aforementioned issue.

I believe that the actions taken by your company are in violation of the Fair Credit Reporting Act ( FCRA ) and other relevant consumer protection laws. As a consumer, I have the right to accurate and updated information regarding my credit accounts. The charge-off status incorrectly reported by your company has adversely affected my credit score and reputation, preventing me from accessing future credit opportunities.

I request that you immediately rectify this situation by doing the following : 1. Correct the Account Status : Update my account status to active and remove any charge-off labels and late payments associated with it, since the late payments were beyond my control and a result of your site 's app and lack of response to assist with the issue I was experiencing for months.

2. Amend My Credit Report : Inform the credit reporting agencies that the charge-off report was made in error and request the removal of any negative records resulting from this inaccurate information.

3. Provide Compensation for Damages : Due to the unjustified charge-off, I have suffered monetary damages and emotional distress. I expect your company to reimburse me for any costs incurred as a result of this erroneous action.

I trusted that your company will handle this matter promptly and professionally in accordance with the applicable consumer protection laws. However, you did not comply with my requests to receive written notice within 30 days. I am now requesting that you respond in writing within 15 days to resolve this issue and update my account 's status to accurate and fair reporting, in accordance with all of my consumer protection rights.

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