Consumer complaint received 2021-02-22
Company: Experian Information Solutions Inc.
State: FL
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: Their investigation did not fix an error on your report

Complaint:
I am a XXXX mother with a small XXXX child and I traded in my vehicle in XXXX at XXXX FL for a XXXX XXXX XXXX. I noticed computer problems in the vehicle right from the start and then over time I had a documented as being a lemon. I was making all my payments on time and never late. 
Then I discussed with regional managers ( XXXX, XXXX and XXXX XXXX at XXXX of the computer and title issues with the Van XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and then XXXX agreed to Buy back the car. They offered to swap for another vehicle and I declined and said I planned to go elsewhere for another vehicle. I was then told to bring the Van to any XXXX location if I was not able to bring it to the XXXX location. Three days later I brought the Van to the XXXX location and they said they would transfer the Van to XXXX ( about 45 miles ) to complete the paperwork. XXXX sent me a form to sign and bring with the Van to XXXX on XX/XX/XXXX at XXXX went to the office and they signed, copied the attached form and the keys were handed to them and we gave the van, keys and the signed the attached form and they advised I would receive the rest of the paperwork when completed. They helped us take the tag off and then left the dealership. 
Then as the weeks past, we tried to get with XXXX corporate in XXXX VA on where the final paperwork and receipt that they paid off XXXX as we were receiving letters that our payments are past due. Then we received a notice on XXXX from a towing company saying that they picked up the Van. We called and talked to XXXX at XXXX XXXX and told them that XXXX XXXX bought the car back and I sent them the paperwork and she advised to not worry as she would take care of the matter as they did this before. We never heard anything from her again. 
Several times over months, we tried over and over to contact XXXX ( Finance company ) that the van was bought back from the dealer on XX/XX/XXXX, but we could never talk to a human. On the few times we talked with someone, they were rude and would not listen or offer any solutions. So we sent them copies of the paperwork documents several times, then in XX/XX/XXXX sent XXXX a letter which apparently was ignored as nothing was done. 
I called the XXXX XXXX to ask what is going on and they advised they were never advised of the van being at brought to the XXXX branch. So I called and filled a formal complaint with the XXXX XXXX XXXX offices in XXXX VA and did not here anything and then called and filed another complaint. After 4 complaints that were filed with XXXX and 3 months later I got a email from a XXXX XXXX at XXXX saying she needed the paperwork and would resolve the matter of which I sent several times and to date no further responses from XXXX  XXXX except they advise they have tried to pay XXXX and they refused the payment several times. 
Now the issue we are having with XXXX now is that they advised the credit bureaus that the account is closed and a repossession with XXXX and 120 days late. We dispute it with all three of the Credit Bureaus and they keep coming back saying that the account is valid and accurate. I have sent them so many copies of the documentation that is totally ignored and they continue to post the false information. We are feeling that we are being held hostage and is not fair at all. I have traded -in and bought dozens of vehicles in my life and never so much issues of nobody wanting to do what is promised or take care of matters properly, as this has become a total nightmare! PLEASE HELP!

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