Consumer complaint received 2018-11-05
Company: STERLING JEWELERS, INC.
State: MO
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: Their investigation did not fix an error on your report

Complaint:
I paid for insurance with my XXXX card every month that if something should happen to me the insurance would cover my bill. I have tried to dispute my credit file with the credit bureaus several times. I contacted XXXX again today and this was there reply XXXX XXXX ( XXXX ) To : you Details This is an automated email with the transcript of your recent chat session. Please save the log for your records. 
Your session ID for this incident is XXXX. 
Time Details XX/XX/XXXX XXXX System : " Thank you for visiting XXXX. An agent will be with you shortly. '' XX/XX/XXXX XXXX Session Started with Agent ( XXXX XXXX ) XX/XX/XXXX XXXX XXXX : `` Hi I  need to speak with someone regarding my XXXX card. It shows up on my credit report and everytime i dispute it it comes back but I paid for the insurance every month and this was suppose to be handled by the insurance company when I was unemployed '' XX/XX/XXXX XXXX Agent ( XXXX XXXX. ) : " Hello and thank you for contacting us! I d be more than happy to assist you! '' XX/XX/XXXX XXXX XXXX : " how do I get this off. this is crazy. I was charged every month for this insurance then im being told it wasnt used '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : " I would recommend contacting our Customer Care team directly for assistance. I do apologize for any inconvenience this may cause. '' XX/XX/XXXX XXXX XXXX : " i tried that they cant help me '' XX/XX/XXXX XXXX XXXX : `` is there a departmenet that can '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : `` XXXX XXXX no longer handles the credit financing for our company. If this was an issue that should have been taken care of before our credit transition and if for any reason your claim was not processed during the time you were unemployment, unfortunat '' ely there wouldn't be anything we would be able to do at this time. 
XX/XX/XXXX XXXX XXXX : " when did this change '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : " Our credit position took place in XXXX of XXXX. '' XX/XX/XXXX XXXX XXXX : " omg so I cant do anything '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : " Unfortunately there would not be anything that we would be able to do at this time. '' XX/XX/XXXX XXXX XXXX : " Im contacting the FCC this is totally illegal '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : " I do apologize for any inconvenience this may cause. '' XX/XX/XXXX XXXX XXXX : " this is not inconveint its illegal '' XX/XX/XXXX XXXX XXXX : `` you guys charged me for a service then you dont run my claim through when it supposed to be run through then you say its to late when it hits my credit report after I have disputed this several times '' XX/XX/XXXX XXXX XXXX : " are you there?? '' XX/XX/XXXX XXXX Agent ( XXXX XXXX ) : " I do apologize ; We would have sent out the forms so that you could begin processing your claim through XXXX. Unfortunately if the claim was not processed there wouldn't be anything that we'd be able to do at this time. '' XX/XX/XXXX XXXX XXXX : " none of this was done. They asked me questions over the phone and said it was all recorded. Are you saying this was all a lie '' XX/XX/XXXX XXXX XXXX : " omg Im filing a complaint right now with the CFPB this is insane and I will be contacting the attorney general '' XX/XX/XXXX XXXX Session Ended

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation