Consumer complaint received 2020-05-05
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I had an auto loan with XXXX XXXX  account number XXXX ; my monthly payment of {$1300.00} was due on the XXXX of every month.I was in a near fatal auto accident on XX/XX/XXXX that resulted in a total loss of my vehicle. I was in XXXX on a XXXX  for 12 days. 
XXXX XXXX was notified of the total loss by my insurance company ; Texas XXXX XXXX. On XX/XX/XXXX. My auto loan payment was due on XX/XX/XXXX. XXXX XXXX  received a check from Texas XXXX XXXX on XX/XX/XXXX for {$67000.00}. On XX/XX/XXXX I received a credit alert that XXXX Bank was reporting a 30 day late payment for XX/XX/XXXX and XX/XX/XXXX to all 3 credit bureaus. I immediately called XXXX Bank crying. Customer service was atrocious towards me and I Was not able to get this issue resolved. I was told that the {$67000.00} that XXXX XXXX  received on XX/XX/XXXX did " not count as a payment because I was not the one that made it. '' Over the past 15 months I have called XXXX XXXX at least 15 times trying to get this issue resolved. I have been told so many different stories. On XX/XX/XXXX I thought I had finally made some progress when I spoke with " XXXX '' in the total loss department at XXXX XXXX. She apologized for what I had been through because of their error. She stated that the processing of the insurance payment was done incorrectly and the payment of {$67000.00} was not back dated to the date of loss of XX/XX/XXXX as it should have been. She told me that she was going to start the process to have the negative information on Experian, XXXX  and XXXX  removed and the account updated to account never late, paid in full and closed. XXXX said that there were two parts to this process, what she was going to submit and that I needed to write a letter to their Credit Bureau Correction department as well. ( I have attached that letter ) A couple weeks ago I received a computer generated letter in the mail that this negative information was not going to be removed from my credit because it was accurate. I honestly just gave up for a while. I was physically and emotional destroyed from the auto accident and the aftermath. 
On XX/XX/XXXX my mother convinced me to try and contact XXXX XXXX  again. I called and spoke with a " Ira '' in their Consumer relations department after customer service refused to let me speak with a supervisor. The representative again expressed her apologies for what I had been through and that XXXX XXXX  still had not fixed their reporting errors. She created a case and gave me a reference number ( XXXX ) and said that this issue would be resolved this time and that the negative information would be removed from all 3 credit bureau reports. After 15 months I thought, " Finally! '' Well, Yesterday I received the same computer generated letter that the negative information was NOT going to be removed from my credit and that it was accurate. I am attaching my payment history printed from XXXX XXXX  website a year ago. In the fall of XXXX I logged into my account through XXXX XXXX  website. I noticed that they keep changing payment history and dates and now show that the insurance was applied in XXXX of XXXX ; this is completely false and fraud. i have dispute inaccurate reporting with all 3 credit bureaus over 10 times and provided the payment history as documentation and they tell me that XXXX XXXX is not correcting the information. If you review that dates on the original payment history it is impossible for it to have been 30 days late.

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