Consumer complaint received 2017-09-18
Company: Experian Information Solutions Inc.
State: TX
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:
" XXXX XXXX XXXX is a full-service financial institution that provides our community unique value through a personalized local banking alternative. '' XXXX XXXX XXXX XXXX/about is deceptive/false advertising. 

I am a victim of a malicious consumer/customer service incident at the hands of XXXX XXXX XXXX and I do not want what happened to me to happen to other current and/or future XXXX XXXX XXXX members/consumers. 

It 's interesting to see the growing number of XXXX XXXX XXXX consumer complaints and negative consumer reviews vs. positive or neutral consumer reviews located at XXXX XXXX XXXX XXXX I have been informed by XXXX XXXX XXXX XXXX Executive Leadership Team that XXXX XXXX XXXX has gotten too big and CAN NOT manage their account holder/member operations effectively, efficiently and with integrity. Based on written commentary that I 've received from XXXX XXXX XXXX 's Executive Leadership Team, instead of XXXX XXXX XXXX operations implementing cost-effective, practices and protocols that are in the best interests of its account holders/members, XXXX XXXX XXXX operations is implementing, allowing and endorsing malicious practices and protocols to shape its daily operations in an attempt increase its revenues and profits. As one example, XXXX XXXX XXXX operations has allowed thousands of rogue loans to be in circulation without any plans ( verified statement ) to manage them more efficiently, effectively and in the best interests of XXXX XXXX XXXX account holders/members. In addition to my XXXX XXXX XXXX Checking and Savings account being breached more than once in less than 12 months ( that I 've been informed of by XXXX XXXX XXXX ), XXXX XXXX XXXX 's rampant malicious operational issues and customer service protocols/practices/procedures need to be investigated/probed further as other unsuspecting/unaware XXXX XXXX XXXX account holders/members may be falling victim to what happened to me and do not realize the bigger corrupt operational matter. As another example of XXXX XXXX XXXX 's operational integrity issues, XXXX XXXX XXXX CHOOSES NOT TO cross-check its own/XXXX XXXXXXXX XXXX members ' Checking and Savings accounts for available/substantial funds being available for XXXX XXXX XXXX loan payments, BEFORE flagging their own members ' loan payments as " past due '', collecting various fees, conducting professional courtesy phone calls, and reporting loan accounts as " past due '' to major credit reporting agencies. XXXX XXXX XXXX 's operational processes/protocols/procedures to contact its members via phone one day AFTER vs. one day BEFORE fees are collected and damaging a member 's credit reports appears to be a malicious/desperate attempt to hike future loan rates ( if/where applicable ) and requires further exposure and investigation into the number of instances/incidents where this is happening/has happened to existing, suspecting or unsuspecting XXXX XXXX XXXX members/account holders. 

From a non-collusion, consumer/customer centric and operational integrity perspective, the AVAILABLE FUNDS in a XXXX XXXX XXXX account holder's/member 's XXXX XXXX XXXX Checking and Savings accounts should be cross-checked by XXXX XXXX XXXX operations to confirm ( or deny ) that funds are available to pay/pay off a XXXX XXXX XXXX loan and then followed up on by either an automated or personalized XXXX XXXX XXXX professional courtesy phone call before ( 1 ) reporting honest consumer oversight as " past due '' to major reporting agencies ( 2 ) collecting various XXXX XXXX XXXX fees and ( 3 ) damaging a consumer 's immaculate loan payment history for 7 years. 

My citizen/civilian/consumer ask is that XXXX XXXX XXXX and its Executive Leadership Team seek help to minimize its/their cost of operating ( not at the expense of its account holders/members ) so it/they can operate with integrity and with the best interests of its members/account holders in mind, and to uphold its " unique '' member/consumer service commitment as advertised at XXXX : /XXXXabout that " XXXX XXXX XXXX is a full-service financial institution that provides our community unique value through a personalized local banking alternative. '' From a " personalized local banking alternative '' perspective, I would also like a professional courtesy consumer/member phone call at the number on my XXXX XXXX XXXX account, and a letter sent to the address on my XXXX XXXX XXXX account, from XXXX XXXX XXXX 's CEO, XXXX XXXX, explaining to me, a loyal XXXX XXXX XXXX member for over 10 years, ( 1 ) why she 's endorsing and allowing known operational integrity issues that are not in the best interests of XXXX XXXX XXXX account holders/members to run rampant under her leadership, ( 2 ) what will be done to resolve what happened to me, a victim of XXXX XXXX XXXX 's rogue operations, and ( 3 ) what will be done to prevent what happened to me from happening to current and/or future XXXX XXXX XXXX account holders/members.

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