Consumer complaint received 2018-02-25
Company: Experian Information Solutions Inc.
State: NV
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 a loyal card member of XXXX XXXX for 2 years and couldnt be happier with my decision to join the XXXX XXXX Family. Youve always offered some of the most competitive rates and rewards programs. 
Unfortunately, in XX/XX/XXXX I took advantage of our relationship and failed to submit my monthly payments on time. It was an exceptionally busy time in my life as I was balancing being sick and out of work at that time and fell behind on other bills too. I was the only person working and am the only on that had a job at the time. I contacted your representative in XX/XX/XXXX to find out what I can do to make my relationship better with XXXX XXXX and she in turn stated to me that if I paid the whole balance while being on the phone with her she can promise me that my account would be erased of all the negative late payments from the past and brought current and have my privileges for using the card issued again. The amount that she asked for was {$420.00} I believe. I in turn agreed to that taking place since I knew in the near future that I was going to be buying a home and wanted to make things better with XXXX  XXXX. I have since fulfilled my agreement and have been making on time payments also making more than the regular payment due at times. I was under the impression that this was a verbal contract since I fulfilled my part and XXXX XXXX has only fulfilled half of their agreement with me. 
In XX/XX/XXXX, when I pulled my credit I noticed that the late payments were still on there so I call on XX/XX/XXXX and spoke to XXXX which he stated that he reviewed my account and saw that the dates that I was referring to were correct and that he was going to submit it to the department that corrects the three credit bureaus and that it would take 60-90 days for it to affect my credit. On XX/XX/XXXX I received a letter from XXXX XXXX letting my know that they researched it and due to the FCRA that they could not make any changes. I called and spoke with XXXX ( which was a manager ) and she looked into my account and said that since I was promised this to be removed and she would place another report using a different way from the last one that XXXX proceeded to write it in. She also said that it would take 60-90 days for it to be corrected and it should be no problem since she verified everything with me. 
On XX/XX/XXXX I received yet another letter stating the same from the previous letters that I have received. I once again called and asked to speak to the XXXX XXXX XXXX XXXX   XXXX, the department that the letter came from and was informed that there was no such department so I asked to speak to a manger again and I was connected to XXXX. I explained my situation again to him and he had me on hold for several minutes and came back on and told me again about the FCRA and it could not be done but understood that the lady I first spoke to promised me something that could not have been done. I then stated that it was wrong for her to promise me something since I believed it was a verbal contract and I fulfilled my side of the agreement. If I would have known this I would have just had it been a charge off since that hit on my credit and my FICO would have had less of an impact verses the late payments that I have on it now. I am just asking for my promise to be made valid and my late payments be removed. The dates for the late payments are XX/XX/XXXX- XX/XX/XXXX. I paid in full in XX/XX/XXXX when I was promised all of the late payments would be removed from my credit. I am hoping that you can fulfill your side and make my credit positive again with all three credit bureaus. I sincerely hope that XXXX XXXX believes in their customers and I humbly request your consideration to allow me to pursue my dreams. I appreciate your time and look forward to receiving a favorable decision from you soon.

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 non-monetary relief