Consumer complaint received 2021-03-01
Company: Experian Information Solutions Inc.
State: UT
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:
Hi, last year, when Covid-19 hit last year, we had to close down the XXXX XXXX XXXX I managed because of me and all of our employees were considered " high-risk, '' and most of our clients are school-aged kids who were considered silent carriers. We didn't want to jeopardize anyone 's wellbeing/life. Because of the above, I had to go on unemployment end of XXXX. I called XXXX XXXX XXXX to ask for assistance. After being told about their Covid-19 relief plan, I accepted their terms, everything was fine up until the fact that there was a clerical error made my account. This complaint has three ( 3 ) in one. I hope this okay because they are all interrelated. 

1 ) The Clerical Error made by XXXX on XX/XX/XXXX is documented by XXXX. I recorded my conversation and had one of the representatives read ALL of the notes in my account for this purpose. The late payment that was falsely reported to the credit score companies is derogatory and dropped my credit score. This error happened because they kept on file an old bank account that I closed in XXXX in my profile without my knowledge. Which leads to my second complaint ... 
2 ) I deleted my old bank account information on my profile online through their website. It no longer was showing so I thought it was taken care of. Come to find out, XXXX never deleted my old bank account information despite the fact that I did so on my end. They kept it in my profile on their servers which to me is not okay and very deceptive. Because they did this with out my knowledge, when XXXX and I set up my automatic payments, he told me he assigned it to my bank account. Since there should have only been one on there, it would have been an non-issue since I did my due diligence and made sure my banking information was updated correctly. Since XXXX, you will also be able to see that XXXX knew about my XXXX account because all of my other auto payments were coming out of it. 
3 ) After I made numerous of inquiries, and did everything that I was told to do by ALL of the representatives that I spoke to, out of the blue, XXXX went and changed the credit limits on two of my accounts with them. My XXXX XXXX went from {$12000.00} to {$5200.00} where I had already charged {$5000.00} charged on it, changing my utilization from XXXX XXXX XXXX XXXX XXXX in a blink of an eye, this of course dropped my credit score even further, in addition to my other card with them went from {$6700.00} to {$500.00}. Because of these two massive changes, a total of {$13000.00} was taken away from my credit limits in a blink of an eye. They knew I was disputing their clerical error that posted XX/XX/XXXX over and over, and I did tell them after been giving the run around so many times and spending hours on this dispute that I would take it legal and report them to the XXXX if they didn't fix it out of pure frustration. During a pandemic, XXXX is messing with people 's livelihoods and it just isn't right. We can't refinance our home and if we can't do this, I don't know if we will be able to stay in our home. 

I have always been an excellent customer and never missed a payment until they did their clerical error. I have enclosed a time line of all of my calls and am providing a copy of a formal letter that was faxed to them by direction by one of their XXXX. Please help me get justice and fix this. 


CONVERSATION LOG BETWEEN MYSELF AND XXXX - XXXX XXXX XXXX CHRONOLOGICAL OF EVENTS XXXX Spoke to XXXX - pay arrangement made that is when he started payment plan BUT assigned the wrong bank account. A account that I had already removed from my XXXX XXXX profile online but somehow was still in my XXXX account on your side, but not mine. 
XX/XX/XXXX Payment plan started XXXX Spoke to? Male who transferred me to XXXX  XXXX fixed it and assigned the correct bank account - show delinquent I called then gave me the info to dispute off my credit score - account set up / he assigned back to XXXX and removed old XXXX  XXXX XXXX account XXXX Spoke to XXXX XXXX asked for proof of payment history to see if it was fixed. He never sent it so this is still an outstanding request. 
XXXX XXXX PM Spoke to XXXX XXXX regarding the dispute I asked for a letter reflecting the notes in my account to dispute with bureaus = couldnt get letter, she said no one does that but that I had to initiate the dispute directly with the credit bureaus and that they would then contact you guys directly, and then you guys would respond and set the record straight and fix this false report/error. 
XXXX XXXX responded to dispute received from Experian and XXXX  dispute was responded as- NO ERROR found XXXX I called to speak to a supervisor Shampayle said she could assist me. She ended up writing more notes to show XXXX XXXX ( who made error when they responded to the dispute by Experian and XXXX ) to read the notes from the XX/XX/XXXX conversation/entry. She did this to cover our basis and bring it up closer so the next time XXXX looks at it, they can pull it up and fix this second error. 
She said XXXX will be able to see the XXXX XXXX XXXX notes but that they ( XXXX XXXX XXXX ) couldnt not see all of their notes. Again, during the course of my conversation with XXXX, she spoke to someone from the XXXX department. Whomever she spoke to I would like to file a complaint on. She told XXXX a lie and told her that I changed the bank account information after the fact on XX/XX/XXXX. She continued to tell XXXX that it was my fault and that there was no error on XXXX behalf. Again, not true and can be easily refuted. I can easily show that my XXXX account has been the source of my automatic payments going all the way back to XXXX. My automatic payments can be traced back to my XXXX account since XXXX. I can also show that my XXXX XXXX XXXX account was closed back in XXXX because I moved to Utah and there are no XXXX XXXX XXXX near me, that is why this changed was made. 
After further discussion, XXXX transferred to XXXX XXXX XXXX - Spoke to XXXX in XXXX XXXX XXXX XXXX  XXXX is the ONLY Person who knew that there is a XXXX XXXX CREDIT DISPUTE UNIT which I have been asking for information on since day 1. Every other person who helped me told me there wasnt such a department, which made no sense to me in case of situations like this arise. In any event, which leads us here/now. Please read the notes in my account especially for XX/XX/XXXX and XX/XX/XXXX. You will see that what I have said is accurate and the credit bureaus need to be apprised of XXXX XXXX  error and false reporting. Please give me resolution and contact both Experian and XXXX bureaus about this error and fix my late payment standing. 
XX/XX/XXXX - got multiple notifications from XXXX that they made changes to my account and lowered my credit limits. 
XXXX - I didn't know what to do so I went and posted an inquiry and got insight from some other members of this private group I am in. One of them recommended I file a complaint here, so this is what I am doing now.

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