Consumer complaint received 2021-02-24
Company: Experian Information Solutions Inc.
State: AZ
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: Investigation took more than 30 days

Complaint:
To Whom It May Concern : This is extremely hard to write, as I update my original affidavit I will attempt to include all of the details pertaining to the error made by XXXX. 
XXXX XXXX texted me angered that my auto loan was debited to his account ( text conversations sent yesterday ). I do not have nor, have I ever had any information pertaining to any of his private and personal matters. I do not have nor, have I ever had access to his bank accounts or social security information. 
Shocked by the claim we both called XXXX 
Again, in XXXX the auto loan debits again from XXXX account. We both call XXXX which leads to them saying that the auto debit is impossible from one persons account to another. 
I immediately make a one-time transfer through my XXXX online auto loan banking account. I am the only one listed on the account and the only account that is active and listed in the drop down is XXXX XXXX XXXX. I also have an auto payment authorized through XXXX on the online banking active and have never missed a payment in nearly 4 years. This means XXXX took money unauthorized by XXXX for another customers loan payment. In order to authorize an auto-payment it has to be authorized and recorded through online banking. The customer service reps, tellers and branch manager all tell us that there is no record at all of any authorization for XXXX account to be charged. 
After not getting anywhere with the customer service agents we go to the branch closest to my house. We walked into the XXXX XXXX XXXX XXXX XXXX XXXX at XXXX and didnt leave until XXXX. We sit and walk through the entire situation. The branch manager acknowledges that a bank error was made clearly but cant figure out how to determine what exactly took place. She then gets a customer service representative on the phone who also recognizes an error and immediately works to rectify several items. 
1. The branch manager added me to XXXX account years ago as a beneficiary in the event that he dies. She said that she would remove me completely to see if she could see if the accounts were connected which she determined werent. 
2. She erased all of my contact information and names as everything was incorrect on the banks end since the auto loan was approved. This has been an ongoing battle with XXXX getting my legal name changed permanently, contact information and address. 
3. Cancelled my auto-payment in the online banking. She re-added the correct account. I was asked to verify the change through her charging a {$1.00} from the XXXX XXXX XXXX  account which I had to authorize through XXXX XXXX XXXX The {$1.00} transfer went through and we were assured by the branch manager that the issue with XXXX account would be escalated to ensure it was documented. 

Fast forward to XXXX when I get a notice that my credit score had plummeted over 200 points due to XXXX reporting without ever contacting me that the XXXX payment did not take place. I contacted by dad who works for XXXX and was the one who chose XXXX XXXX and asked him for help. He got me in touch with an auto loan manager who insisted she escalalted the issue and that a letter would be written to the credit agencies to remove the error. 
I waited and waited for a call back from my calls to XXXX ... .. never got a call email or letter. The branch manager was informed by XXXX XXXX the head teller that there was a major issue and she told him she was very busy, booked out and unable to see me. 
XXXX decided to escalate this matter because he remembered when we came in previously and he was extremely apologetic and promised within days I would hear from someone ... ..nothing. 
I start to reach out to XXXX social media outlets to get anyone to respond and help assist with the matter. My dad finds an executive members number XXXX XXXX. We played phone tag, after an extremely emotional 1.5 hour conversation XXXX asked XXXX and I to submit evidence to support the claim that an unfair error has completely destroyed my credit and I lost my pre- approval for the house I was in the process of purchasing. 
XXXX has been with the bank since 1974 and stayed with XXXX after they purchased it. He and I have perfect payment histories and have been stellar bank customers This situation is disturbing for so many reasons and I am believing that the bank will make the necessary corrections to the credit reporting agencies. I was in the middle of making a huge business banking change from XXXX XXXX and XXXX XXXX to XXXX. I am hesitant now even though XXXX is the only bank in the area of my business expansion because of this horrific experience. 
XXXX XXXX XXXX

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