Consumer complaint received 2022-03-13
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 status incorrect

Complaint:
All reasonable efforts have been exhausted to resolve an ongoing dispute with XXXX XXXX XXXX XXXX. In XX/XX/XXXX just prior to trade in the company marked profile 30 days past due with CRA 's. 

There are several reasons why this is both highly inaccurate and incredibly deceptive practices by XXXX. 

First and foremost in XX/XX/XXXX the company was requested to change the due date via phone, email at XXXX, XXXX XXXX and they were provided with a written request from law firm to ensure it was processed. They advised to allow 1-2 billing cycles and never processed at all. 

Fast forward XXXX and XX/XX/XXXX were supposed to be extended based upon request and several correspondences with their service team confirmed. When it did not get processed as planned they cited human error for which coaching was provided and subsequent correction to CRA 's. NO PAYMENT SHOULD HAVE BEEN DUE EITHER MONTH. 

In XX/XX/XXXX I made payments via XXXX XXXX - certified funds with the intent upon the funds being APPLIED towards overall balance. The due date for this account is the XXXX of each month. In the year XXXX the month of XXXX had 29 days - One payment was made one XXXX XX/XX/XXXX and physically posted to XXXX XXXX XXXX XXXX account on XXXX XX/XX/XXXX in the amount of {$320.00} and the remaining {$290.00} was paid on XXXX XX/XX/XXXX and physically posted to XXXX XXXX XXXX XXXX account the morning of the XXXX. 

Not withstanding the obvious that this was both received and posted within 30 days of the due date the primary concerns are that there was no payment supposed to be due for the months XXXX and XX/XX/XXXX yet they continued to DECEPTIVELY BILL IT AS SUCH. THEY CLEARLY ON MULTIPLE RECORDED LINES TO INCLUDE ON THREEWAY CALL WITH CRA 'S stated this was not late that month it should absolutely get fixed and there was human error on XXXX XXXX XXXX XXXX. Spoke with several senior account reps including but not limited to XXXX XXXX, XXXX rep id XXXX  closed accounts division and XXXX Corporate office. They again advised they were fixing please allow 1-2 billing cycles for the correction to take place. 

Based upon their assertions that this was being remedied when it was time to trade in the vehicles just a few short months later i decided to stick with them. The rate presented was quite high and they advised I could request a rewrite once prior information was corrected as advised. This account has yet to be corrected it is now XX/XX/XXXX. I attempted to resolve for 2 years. They have now cost me considerably by impacting tradelines, I have lost thousands in credit and I am stuck with the new terms as they are now advising they wont perform a rewrite despite every assertion to the contrary during the initial onboarding process for the new loan. 

Despite repeated assertions this was being corrected, despite them verifying it was not in fact late and should have been fixed on a recorded line with CRA executives, despite the clear proof that account due date was the XXXX of each month and this physically cleared their system within 26 days they still continued to send me a contract and account history 3 times a week every week which I never requested and with the issuance it only proves the point more for one no payment was said to be due repeatedly by several members of your team and every reasonable effort was made by me as the consumer to exhaust all efforts both prior to payments being due and after when i noticed your errors. 

Then it clear as day shows despite the understanding that no payment was to be due for the months or XX/XX/XXXX and XX/XX/XXXX my payments physically posted within 26 days. I have already confirmed with XXXX that zero issues were encountered and i see them posted with my own eyes. Your support team and multiple supervisors confirmed as well and stated they were escalating a request to correct CRA 's but we know how that goes. 

You were requested to immediately begin private arbitration via phone, email, certified mail and request from law firm for which you ignored instead you sent me letters advising call customer service to review I did just that and nothing. You have now cost me to date from XX/XX/XXXX- XX/XX/XXXX 6 closed tradelines, {$32000.00} in available credit and an excessive current loan that your prior assertions of rewrite clearly are false so add an extra {$30000.00} on the very off chance this loan were to go the duration which is not likely based upon my experiences of your deceptive billing and communication practices. 

I understand it was a world pandemic and at the time I had several creditors that were backlogged and working to remedy errors to reporting so I tried to be understanding but those errors were fixed in 2-3 weeks this has been going on for 2 years and you are now claiming despite MASSIVE amounts of communication to the contrary despite the fact that its the only reason I'm even still with you, despite recorded calls for which you have verified several times and that it is in black and white with both failed due date change and posted payments that it is verified. We both know that is not the case

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