Consumer complaint received 2020-12-01
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
This company has failed to report this account to all 4 credit bureaus for the account owner as well as the authorized users. This account should be reporting to Experian, XXXX, XXXX and XXXX for the account owner and all of the authorized users however, it is not! We have called this company on numerous occasions within the last year, almost every month requesting them to update and submit this information to the credit bureaus. The agents have disconnected the calls, transferred us to incorrect departments, advised us to contact the credit bureaus instead of them sending an updated report. They have advised us that they have no control as to what the credit bureaus are or are not reporting. We contacted the credit bureaus individually and separately regarding this matter and they continue to tell us to contact the actual creditor. For an entire year, we continue to get the runarounds and this issue has yet to be resolved. We are requesting that ALL credit bureaus are updated to reflect this account 's entire payment history since account opening. The company has also failed to update the address correctly on the account. We have called to advise that the residential AND mailing address should be the same. There should NOT be two different addresses reporting! They have stated that they've updated the account but online it STILL reflects the wrong residential address! We are requesting that the company reimburse for all purchases made on the account from XXXX and for in store purchases made due to the scanner not working, the store not being able to scan partial payments and the company not releasing the over payments made on the account for immediate or further use. We called XXXX XXXX regarding a credit balance in XXXX and the agent told us that they don't issue checks for overpayments. We then had an over payment for the XX/XX/XXXX statement closing date and was not able to use it in the store because the agent stated that they have to make sure that an online payment made to them on XX/XX/XXXX had actually cleared as of XX/XX/XXXX. 14 days later? There has never been a returned payment on this account! There has never been a late payment made on this account! The ONE payment that was considered late by a FEW DAYS WAS A XXXX  XXXX  ERROR because we requested to update and correct the address OVER THE PHONE with a LIVE agent and she entered the incorrect address so we NEVER received a statement! Even though we DID NOT receive a statement, AND HAD NO IDEA WHAT THE STATEMENT BALANCE WAS, THE MINIMUM PAYMENT DUE, WE STILL MADE A {$25.00} PAYMENT DURING THE BILLING CYCLE IN WHICH A PAYMENT WAS DUE. THE DIFFERENCE THAT WAS NEEDED WAS UNDER {$10.00}. I BELIEVE IT WAS SOMETHING LIKE {$3.00} OR {$4.00}. We are requesting a letter on company letterhead from XXXX XXXX confirming that it was there error and that it was updated, the late fee and interest was credited to reflect company error and not as a courtesy credit because a courtesy means we were at fault and as a courtesy you issued a credit. We also need this to be updated on the account in the customer notes because every time we call regarding an increase, this issue is brought up as if it was OUR error and not yours! We need this to be completed effective immediately! Each issue needs to be addressed separately! A different letter needs to be sent to us separately regarding each issue and not be combined in one letter! We are requesting that these issues are resolved and expediated immediately! This company STLL has the address wrong! They have spelled XXXX as XXXX which in turns adds an INACCURATE address to the credit bureaus! When attempting to dispute or delete this INCORRECT address to the credit bureaus, we're being told that it is linked to an active account. WE STILL DO NOT RECEIVE STATEMENTS BUT TO ENSURE THAT THERE IS NEVER A LATE PAYMENT WE HAVE SETUP ONLINE BANKING AND HAVE REOCCURING PAYMENTS SENT TO XXXX XXXX! WE HAVE MADE EVERY ATTEMPT TO RESOLVE MATTERS WITH THEM AND THEY CONTINUE TO FAIL US EACH AND EVERY TIME. THE GOAL IS FOR OUR CREDIT INFORMATION TO ALWAYS REMAIN ACCURATE AND CORRECT! THIS COMPANY HAS PARTICIATED IN FALSELY REPORTING INFORMATION AND/OR NOT REPORTED INFORMATION AT ALL! AFTER THE ADDRESS IS UPDATED AND CORRECTED, WE NEED FOR IT TO BE SUBMITTED TO THE CREDIT BUREAUS CORRECTLY! WE NEED A LETTER TO BE MAILED CONFIRMING THAT IT WAS CORRECTED. WE EXPECT ALL OF THESE MATTERS TO BE RESOLVED WITHIN 10 DAYS OF THIS COMPLAINT! Thank you so much for your immediate attention to these matters! A credit line increase was requested on XX/XX/XXXX and the letter stated that they used a credit report from XX/XX/XXXX which was more than 30 days old and would not have included the most accurate and up to date credit information. A new credit line increase was requested on XX/XX/XXXX and the letter stated that a report dated for XX/XX/XXXX was used which was also older than 30 days and wouldn't have included to the current and accurate information being reporting. I was also told that the application was denied because I had a cease and desist hold on my account. We requested that the cease and desist be lifted or removed back in XXXX, XXXX, XXXX, XXXX and now XXXX of XXXX. The company has failed to remove it thus far. Each conversation the representatives confirms that it's lifted yet, that too is another lie! As of XX/XX/XXXX it still remains. It was also requested to be removed on that day as well. No call was made to ensure that the last representative followed through with the request. On XX/XX/XXXX a reconsideration of the denied credit line increase from XX/XX/XXXX was requested over the phone via another agent who confirmed that the cease and desist was the reason for the previous denials. AGAIN the letter does not reflect any of that information but does show that they went off of a report from XX/XX/XXXX which was AGAIN more than 30 days old. WE ARE NOT REQUESTING A NEW CREDIT REPORT TO BE PULLED AT THIS TIME! WE ARE SIMPLY CONFIRMING HOW INCONSISTENT THIE INFORMATION IS VIA THESE CUSTOMER SERVICE REPS. HOW THEY LIE TO KEEP FROM DOING THEIR JOBS AND TO GET CUSTOMERS OFF THE PHONE QUCKLY AND NOT ATTMPT TO PROPERLY ASSIST. HOW ONE 'S LIVELY HOOD IS AFFECTED DUE TO INCORRECT INFORMATION AND INCORRECT REPORTING. NOT ONLY IS THIS COMPANY NOT REPORTING INCORRECTLY, THEY ARE USING OTHER INCORRECT INFORMATION TO DETERMINE MY CREDITABILTY. THE PROOF IS IN THE PUDDING! NO LATE PAYMENTS EVER! NO FINANCE CHARGES EVER! NO LATE FEES EVER! NO MISSED PAYMENTS EVER! YET THEY ARE REPORTING AND REFLECTING OTHERWISE! FALSE AN/OR MISSING INFORMATION BEING REPORTING. UPDATE AND CORRECT THE INFORMATION EFFECTIVELY IMMEDIATELY FOR THE ACCOUNT OWNER AND ALL AUTHORIZED USERS EFFECTIVE IMMEDIATELY!

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