Consumer complaint received 2020-07-31
Company: Experian Information Solutions Inc.
State: RI
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:
I was contacted earlier this year by a person claiming to represent XXXX stating that I had a past due balance on my account. At that time, I was unaware of any balance due, and had already turned in this leased vehicle to the dealership months earlier, in favor of a renewed lease on a newer vehicle. While speaking to the agent on the phone, I logged into my account at XXXX, and saw that I have a {$0.00} balance. My most recent statement for this account was dated XX/XX/2019 and showed Total Amount Due {$0.00}. 
Considering I had an unknown person calling me unsolicited and asking for money, while giving me conflicting information from what my online statement showed me, obviously this raised red flags. The agent was unable to tell me why my online account showed no balance due, or what the amount owed was for. The agent advised they would mail me an invoice showing me the balance due, which I agreed to review and pay if it was in fact legitimate. 
This invoice never arrived. I have still yet to receive any piece of paper showing what the balance owed is for. 
Moving forward, I have been in the process of refinancing my home. Earlier this month, my mortgage broker advised me that they noticed a sharp drop in my credit score from one day to the next. I immediately reviewed my credit report to find that XXXX reported my account as seriously delinquent, for a vehicle I had turned in more than six months ago, and for an account to which I have no statement showing I owe any money. To add to this, my account was enrolled in autopay, which served to pay any balance for the duration of my lease. Any money owed should have just been debited from my account, but that is not what happened. 
I have since attempted to resolve this matter with XXXX XXXX XXXX over the phone over multiple occasions. I was transferred, hung up on, and lied to. I was told I would receive a call back from a manager within 72 hours, only to find out a week later that no managers make outbound calls, and that there was no record of that request on my account. 
I have since paid the balance due, despite still not seeing any invoice to indicate what it was for, as my concern for the $ 300+ dollars that I was told I owed is far less than the impact this has taken on my credit report. I have worked very diligently throughout my life to maintain a flawless credit score, however this incident has taken me from over 800, to in the 600s at the time of this writing. I am in the process of trying to refinance my home, and this incident is severely impacting my ability to do so, and in turn costing me FAR more money than the {$300.00} XXXX requested ( and in turn received ) from me. 
I have now sent a letter in writing to XXXX, as I was told this is the only method I am able to communicate with their disputes department. I initiated a dispute with XXXX when this first appeared ealier this month, however just today this has now appeared on my Experian report as well, despite having already been paid! 

I have attached the most recent statement I have for this account.

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