Consumer complaint received 2019-04-12
Company: Experian Information Solutions Inc.
State: CA
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:
From approximately XX/XX/XXXX XX/XX/XXXX, I was a XXXX XXXX  customer. I experienced many issues with my service, number one being excessive phone calls disconnections after many attempts given to XXXX XXXX to resolve the issues I was having, in XX/XX/XXXX XXXX and I agreed the issues could not be fixed and agreed to part ways. The representative explained when he scheduled for the service to be disconnected, the system showed there would be a balance of approximately nine hundred and something dollars. Due to the two devices on my account, under leasing contract, however, he went on to say if you returned the devices to us undamaged that would satisfy the leaving a XXXX balances owing. He said I would receive an envelope with a returned label on it from XXXX XXXX in the next few days and I just have to put the items in the envelope and taking it to a local XXXX  store and drop them off. Several days went by but I never received a label/envelope, the following month came and I contacted XXXX XXXX again explaining I never received the shipping envelope with the label that the previous representative said I would receive in a few days to return some devices. She explained, the shipping department didn't send it out because it was two separate items and the previous rep submitted the order for one but he should have ordered two so the system wouldn't process the submission request. She said she resubmitted the request correctly so the envelopes/labels should arrive in 3-5 days. Needless to say, I still never did receive the envelopes/labels. We were within the holiday season and I figure, maybe the US mail was run behind and so I didn't reach back out to XXXX in the month of XXXX, I figured I give it some time and they would arrive eventually. XX/XX/XXXX and XX/XX/XXXX came and went but I never received anything. Therefore, on XX/XX/XXXX of XXXX, I initiated another phone call to XXXX XXXX explained the situation to her and she said. She sees that I've been trying to work with them to get the devices returned and she sees, I've spoken to several reps, attempting to get the items returned to XXXX and doesn't know why but for some reason, their shipping department hasn/t been send out envelopes/returned labels. Therefore she suggests I go to a local corporate store and have them print me out a label and I purchase an envelope and return them that way so there would be no further delays. I went to the local corporate store located at XXXX XXXX XXXX, XXXX California XXXX, spoke to a female manager who printed the label handed it to me, and I then proceed straight to the XXXX located at XXXX XXXX XXXX XXXX, XXXX California, XXXX phone number XXXX. I purchased a envelop stuck the return label on the front handed back to the counter clerk and walk the door thinking everything taken care of and finished. Two months later, I get a letter from XXXX that stated I had an outstanding balance they're trying to collect on, I immediately grabbed my phone called and asked how did I have a balance owing with them, the representative stated the balance was for the devices and partial bill, I said no explained the entire situation dating back to the original conversation with all XXXX reps. She then tells me she doesn't see in their system that the phone had been returned to and asked me for the label tracking number. I said I didn't know it she said do have a copy at home or somewhere. I said no, I wasn't given a copy, she said well, I should have written the tracking number down because without it there is no way for them to verify the devices had been returned without it. Now mind you, this is 2-3 months later. I hung up the phone and headed out the door and went straight to the XXXX  store and ask if the package had returned to them, the guy said no they hadn't received a return package from XXXX in the last few months. I asked him, would if the package only had XXXX information on it but no return to sender, what would be the protocol. He said those type of packages would go to the unclaimed/unidentifiable regional XXXX package center and if it comes back to the shipping store, they will go in a bin in the back of that store. I asked if he would go check the one in their store and he did and said there was no return to sender from XXXX, he also checked their system two-three months back and said there was nothing showing in their system that a package had been returned to the XXXX  center mention above or to them, from XXXX. I called XXXX trying to work it out and the rep told me someone from their recovery department would reach back out to me after they investigate the issue/ Well that never happened and the next thing I know, I'm getting collection letters stating I owe them a balance and when I tried to call them I would be told someone would call me back to speak to me. NEVER HAPPENED and then one day I pull my credit report and to my surprise, there it revealed XXXX XXXX collection debt on my 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