Consumer complaint received 2017-08-04
Company: Experian Information Solutions Inc.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
Back in 2015 a gas bill from XXXX XXXX was added to my credit report. The issue with this was I had move out of an apartment and contacted the company to disconnect the utility which was left on for a full billing cycle after the fact. I contacted XXXX XXXX about this and was told I would receive information in the mail for me to provide whatever was needed to correct this, I received nothing. Shortly after the collections was placed on all 3 of my credit reports. My credit score dropped from an XXXX down to a XXXX. I disputed this repeatedly and at some point it was removed by all 3 credit agencies. It was recently re added to my Experian credit report causing my score to plummet from a XXXX to a XXXX. So I 'm being penalized for the same delinquency a second time. I called Experience today about this issue and was greeted with hostility and poor costumer service by an employee named XXXX from the " alpha team ''. When asked if I could speak with a manager he continued to go back and forth in an attempt to antagonize me. I was eventually placed on hold for a long period of time supposedly waiting for a manger. When XXXX returned to the phone I was told the manager was busy. I stated I did not mind waiting until he was available and XXXX then said he could not keep me on the line and I would receive a call back. I asked that I be given a number and the name of the manager in case I did not receive a call back and was then placed on hold again for some time. when he returned he said " I 'm transferring you to a manager have a nice day '', not giving me the requested information or even an opportunity to speak again. I was transferred to an answering machine that gave only a number and no information as to whom I was transferred to so it could have been anyone in any department. This is poor consumer service to say the least. I had to call back, this process from start to finish took 2 hrs. I was told the debt was sold and was placed on my report again and even though it was removed once there 's no guarantee it will be removed again. I pointed out that it was removed for a reason and was told they will investigate. This is unfair and unreasonable. Under the fair credit reporting act there are specific procedures a credit reporting agency must follow before reinserting negative information that has been removed. It is supposed to be certified by whomever furnishes the information that the information is complete and accurate, not reinserted and investigated after the fact. Also the reporting agency is required to send a written notification within 5 business days that the information has been reinserted. Nether of these has taken place. It takes less than a few hours for a company to ruin your credit whether or not the information is accurate yet it takes 30 days or even years for these issues to be corrected. I am currently in the process of moving to another state and due to this issue my ability to get an apartment has been compromised on top of my cr3edit score going from good to fair from taking a double hit from the same delinquency.

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