Consumer complaint received 2020-06-28
Company: Experian Information Solutions Inc.
State: OR
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:
On XX/XX/XXXX I made a payment for my loan through XXXX XXXX automated phone system, as I do every month. My loan is through XXXX XXXX loans aka XXXX XXXX. I waited and watched my bank account for five days and for some reason the payment did not show up on my account. I had the funds and wanted to determine whether the delay was caused by the company or if I should make a new payment. I proceeded to call the company over 15 different times, at various times of day, and each time the center was closed. This was during the middle of the pandemic and they had limited staffing and changed hours to their call centers. While they never disclosed their hours. I also attempted to go online to try and get in contact with them, but because they have never sent me a statement, I did not have the appropriate account information to follow through with the steps they required. I tried every day to get ahold of someone until a representative contacted me to tell me my payment was late. I explained that I desperately tried to get in touch with their business so this would not happen. Despite my pleas and making two months worth of payments the company had no desire to understand my frustrations. I tried to contact the company because I did not want my payment to late because I did not want it to effect my credit score. They did end up reporting a thirty day late payment despite me explaining that I tried everything in my power to get in contact with the company. I then proceeded to try and get the company to remove the ding on my credit report, to no avail. I spent over 5 hours on the phone, over the course of 4 days. I had multiple employees tell me that no one can help me, I had one employee tell me that I needed to call back tomorrow ( a Saturday ) between XXXX Eastern time and get transferred to the Credit Bureau Department. I did so and the department was actually not open on Saturdays. The following Monday I called and was transferred to the department to be told that I would need to speak to a supervisor. The supervisor I spoke to said they could not help me but I could dispute it with the main Credit Bureau Institutions. The following Wednesday I called and was again transferred to a Supervisor that said before starting a dispute with the main Credit Bureaus ( Experian, XXXX, XXXX  ) that first I should write him a letter about what happened and their Credit Bureau Department could complete an investigation. He provided me with a fax number, which I repeated back to him, and told me to address it to him XXXX. I wrote the letter that day and the following day tried to fax it multiple times, but it was an invalid fax number. I then called back the customer service department and explained my story once again, and I was told a fax number to the Credit Bureau Department for their institution. I faxed that letter and never heard back from anybody from that establishment. I then filed a dispute with all three main credit bureaus. Experian denied my claim saying that what they reported was correct. It amazes me that I did everything I could to try and prevent this payment from being late and due to their limited staffing In the middle of a pandemic, I am being punished. I have tried everything to resolve my problem, which is a huge drop in my credit score. I cant imagine what this company has done to those who did not have the funds to make a payment during the pandemic. I had funds, I tried to make a payment, I tried to make contact to determine why the payment did not go through, and yet here I am begging for justice.

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