Consumer complaint received 2023-08-14
Company: Experian Information Solutions Inc.
State: NV
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 XXXX XXXX i had faxed the deferment form for XXXX payment and i have confirmation of the form being received with no difficulty. When i would call initially and ask about the status of the form i was told it had been received and that it was pending to be approved. 
XXXX payment came around and XXXX ( primary ) also asked for XXXX to be deferred they said they would upload the form on the portal. We signed the form and faxed it back on XX/XX/23 again received with no problems ( i have the fax conformation page. ) At this point we had been told that XXXX had been approved and were waiting on XXXX to go through which took about XXXX business days. At this point XXXX XXXX reported that XXXX payment was late and i was deducted XXXX points from my credit on XX/XX/23. So i disputed and they still flagged the account as past due. They returned XXXX points from the error of the deferment on XX/XX/23. and on XX/XX/23 they deducted XXXX points again marking the account past due for XXXX. During this time XXXX and myself had called them and asked what was going on and they stated they never received XXXX 's deferment form and that they only had XXXX 's form. I explained to them that was incorrect as i was never informed of them not receiving XXXX 's form and that I had the proof they had it. They kept telling me no and that i had to send the form again. So I did, i sent it and they kept saying i was only sending XXXX 's form. The attachment included XXXX and XXXX 's deferment. For a month and half XXXX and i were getting the run around about the form not being uploaded when i had uploaded everything and did my due diligence. ( all calls are recorded when calling them ). At this point they stated they would place the forms with high sense of urgency due to them processing them in XXXX which was 2 months after XXXX and they never stated they did not have the form when i would call. 

XXXX payment came around and it was paid on XX/XX/23 which is within the 10 day grace period but XXXX keeps marking the account past due and on top of that adding late fees for XXXX, XXXX, & XXXX. ( late fees should be removed ) XXXX payment came around and once again it was paid on XX/XX/23 within the 10 day grace period and they are stating it is past due. 

I called XXXX again at this point and asked them for an update on the deferment forms for XXXX, XXXX as well as an update on the reporting back to the credit bureaus the correct information on the account so we could update our credit scores. 
They stated the forms were up to date and everything was correct and that the payments for XXXX and XXXX were there but that it took XXXX days to report back to the credit bureaus. I find this highly unacceptable to have to wait XXXX days as this has been on going since XXXX. When it comes down to reporting incorrect information they are not taking XXXX business day to report it. And I shouldn't have my credit on hold plus my life on pause over their negligence and wrong doing with the forms and not reporting correct information.

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