Consumer complaint received 2019-09-20
Company: Experian Information Solutions Inc.
State: TX
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:
To Whom It May Concern : Please, please help!!! 

I have gone back and forth with XXXX XXXX XXXX XXXX over an issue that they will NOT remove from our credit. 

They erroneously reported an auto-loan charge-off to all three agencies that is NOT CORRECT. 

I have attempted to resolve this with XXXX, XXXX, and Experian by submitting a separate dispute to each XXXX with explanation of what happened. 

They all went back to XXXX XXXX, who simply re-affirmed the charge-off. This all was over a supposed balance of {$15.00} that we were never notified of, never aware of, and is now negatively impacting our credit, our interest rates that are on our current credit, and ability to finance anything. It actually also DECREASED our line of credit with two cards  and closed another ( that had a {$0.00} balance ) making our unsecured debt reflect at a much higher ratio. 
I have exhausted my time and energy on this and now have no recourse. 

Wednesday, after speaking ONCE again with XXXX XXXX XXXX XXXX, they said that they would not and could not remove it from our credit. ( XX/XX/XXXX ) Issues and Requested Resolution : Issue 1 : On credit reports, account shows no payment for 3 months ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) which makes no sense. The accident happened and was fully paid off by our insurance company XXXX by XX/XX/XXXX. If the account was paid off by our insurance company in XX/XX/XXXX, then why did XXXX start asserting in XX/XX/XXXX that we were late on a payment and then keep that up for 3 months prior to their supposed charge-off? 

Issue 2 : Where is the mysterious {$15.00} coming from? 

Issue 3 : Never Contacted : XXXX XXXX never contacted us by phone or mail regarding an outstanding balance. We had no idea that was an issue until we checked our credit reports in XX/XX/XXXX. 
Neither I nor our insurance company made any payments to XXXX past XX/XX/XXXX when the entire debt was settled. This is erroneous and unfairly damaging our credit. 

Issue 4 : After we filed with XXXX, our insurance provider, there were many emails and conversations with the adjuster. During the entire period of the loan, we maintained gap insurance with XXXX. Indeed, XXXX paid the GAP insurance on this car since we had the coverage. At the same time during the period of the loan, XXXX XXXX XXXX XXXX was charging us without our consent or notification, for collateral protection monthly which means that we were paying our insurance company and XXXX XXXX for the same effective coverage. XXXX XXXX simply added this cost onto our auto draft without talking to us or explaining. It is unclear if these charges were ever properly reversed and applied to our account. 

Issue 5 : Never Contacted : XXXX XXXX never contacted us by phone or mail regarding an outstanding balance. We had no idea that was an issue until we checked our credit reports in XX/XX/XXXX. 

Issue 6 : Reached out to XXXX XXXX on Monday, XX/XX/XXXX and was transferred five times, finally ending with a woman named XXXX who informed us that there was nothing that we could do to rectify the situation because this was a charge off. 

We spoke with them again on XX/XX/XXXX. We then spoke to XXXX XXXX who referred us back to XXXX XXXX. 

Followed up with XXXX XXXX again XX/XX/XXXX and was referred to the Office of the President o CFPT spoke with and was told once again there was nothing they could do. 

Requested Resolution : XXXX XXXX XXXX XXXX SHOULD REMOVE THIS CHARGE AND ENSURE THAT IT DOES NOT SHOW UP ON OUR CREDIT REPORTS. Given the numerous reporting inconsistencies and inaccuracies, we respectfully request that this accounts Collection status be updated As Agreed to properly and accurately reflect this account. All 30,60, 90 day lates showing should also be removed. All notes reflecting lates, charge offs, etc. should be removed. This should then be reported to all three credit reporting agencies, and there should be NO auto-loan charge off on any credit report.

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