Consumer complaint received 2021-11-10
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 totaled my XXXX purchased with financing through XXXX XXXX. Up until that point all payments were made on time and in full including an additional payment for the month of XXXX. Upon learning my vehicle was totaled and having purchased GAP insurance, XXXX XXXX reached out to me and made a statement that they would take care of filing the GAP claim once my insurance settlement had been paid. In working with my insurance, I was able to find three separate payments made from XXXX to XXXX XXXX all for a greater amount than what XXXX XXXX would accept as the true value of my car. Around XX/XX/XXXX I was contacted by a debt collector telling me I had an account balance of XXXX XXXX with XXXX XXXX which was never settled. Upon contacting, XXXX I learned that my GAP claim was never filed and I was told they had no intention of filing the claim despite the initial promise in the letter I received. So working with the debt collector that called me I spent months contacting the XXXX dealership where I purchased and XXXX XXXX to try and resolve this issue and track down the GAP insurance paperwork they had lost. Throughout this entire ordeal someone within XXXX was updating my contact information ( phone number and address ) to information that was not my own and I complained about it repeatedly because I was not receiving any notifications from them. Some months working with the debt collector we were able to track down the contact information for the GAP claim company which was next to impossible because it was run by a XXXX dealership. The GAP insurance paid XXXX XXXX on XX/XX/XXXX1.To my knowledge at this point my account had been terminated in XX/XX/XXXX yet somehow my credit report was adversely affected on XX/XX/XXXX, to show the account was in collections from XX/XX/XXXX with no communications aside from corrupted data emails which I notified them that I couldnt view several times. The account had a balance of a little more than XXXX XXXX and no one could identify why it had a remaining balance upon talking to all agents I could I was told by each of them that there should not be a balance. Frustrated with the entire situation still not knowing what these mystery charges was for I offered to pay them in exchange for the remarks being removed from my credit report. XXXX XXXX  refused my offer despite not being able to identify the source of the charges and admitting it looked like an error and has been denying my disputes with the credit bureaus with our providing any documentation or evidence to support their claim that I owe them still and have failed to provide notification of my owing them a balance despite the letter they sent me guaranteeing that they would.

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