Consumer complaint received 2020-03-05
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have been with XXXX for several years now & up until XX/XX/2019 had a great experience with the bank. Then in XX/XX/2019, fraud # 1 occurred on my joint account which I have with my fianc. That was moderately easy to resolve for a {$2000.00} fraud and was what we had hoped and expected of such a prominent bank. Then, fraud # 2 in XXXX, for a higher amount than the original, and conducted in the same fashion ( someone pretended to be me over the phone, ordered a card, changed the account phone number, intercepted the card delivery & used the card at a branch far away from where I live, work or ever go to ). This time XXXX claimed the fraud was not in fact fraud & tried to lay blame on my fianc and I. We are both hardworking, honest servicemembers in the XXXX XXXX, with XXXX XXXX XXXX and have been loyal XXXX consumers on both personal banking and credit side for years. We have zero motive to commit any fraud, yet XXXX has concluded that this was not fraud. They refused to look deeply into concluding that it is a fraud ( they didn't monitor the call that was made, look at CCTV from the branch in which the fraud occurred, compare signatures of whoever received the expedited card to mine or my fiance 's, or analyzed our banking history ) ... we were out {$2800.00} of our hard earned money which XXXX and they had refused to refund due to their poor conclusion. We had, at the time, a mortgage to pay and a XXXX on the way, yet they do a half- ***** investigation and felt they have the right to hold our money hostage. After some XXXX and FTC complaints, their Customer Care team who handles those, was able to do a more thorough investigation and refund our funds sometime at the end of XXXX. During that time, my online access and all accounts had been locked, both debit and credit, had been locked [ my online access is still locked until I find time to make it to a branch, which has been difficult with a XXXX  ]. I made some successful and some not successful attempts to make my XXXX credit card payments during this time period [ recordings and call records should show this ]. The non-successful attempts were due to my account being locked and during these calls I would get tossed around from department to department, and sometimes due to the constraints of my lunch-break, would have to hang up. Long story short, I was able to make payments to my XXXX XXXX card, but was unable to do so for the XXXX XXXX due to the lock and unsuccessful call transfers from XXXX representatives. I was led to believe that until my fraud issues were resolved that I would not need to make payments due to everything being locked, but I still made this attempt and was successful with the XXXX XXXX. I did not receive paper statements to my address, nor emails, and it wasn't until I was already over 30 days late apparently, that XXXX decided to call me and finally process a payment. They made no attempt via phone call before this. This, furthermore, led to XXXX reporting a 30-day delinquency to the credit bureaus for my XXXX XXXX card AND this sparked their Credit Services Risk Analysis team to lower my credit limits by more than {$10000.00}, affecting my credit score even more. This has been devastating to my score, especially in the midst of my fianc and I attempting to buy a house together before he deploys. I was now unable to get pre-approved with him, due to the delinquency and reduced credit limits which dropped my score from XXXX to XXXX. All of this has been caused by XXXX. We made attempts to at least get a " Good faith adjustment '' to have the 30-day delinquency removed [ which is a huge factor in the credit score drop ], since I have been a good customer to XXXX and never had anything negative. They were unable to do their due diligence to us and at least investigate the fraud portion [ which had already caused us a big financial burden both times ] or even check the call recordings or attempts to make the payment to that card. This whole debacle with XXXX since XXXX on the debit side and now on the credit side has caused me and my family a lot of emotional distress. We are good, honest people and these banks just keep trampling over us. You would hope that even for a XXXX  vet, they would make an effort.

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