Consumer complaint received 2019-04-14
Company: Experian Information Solutions Inc.
State: PA
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:
XXXX XXXX History of Events Derogatory Credit Issued XXXX checking account number XXXX Overdraft line number XXXX XXXX Opened a joint account at XXXX XXXX  XXXX with a convenience overdraft line attached to the account. 
Merger of XXXX XXXX with XXXX XXXX  - account was not operating correctly. Statements and notices were not being mailed to my address. XXXX XXXX admittedly noted that unknown address was contained on file. 
XX/XX/XXXX-XX/XX/XXXX Numerous attempts at Branch ( XXXX branch manager name XXXX ) to have overdraft line appear on electronic banking software so payments could be easily made. After number hours of manager time and IT time it was never resolved and I could never access balance. Therefore, when monthly statement for checking account came I would payoff credit line by rounding to the nearest whole dollar to cover any interest or fees or call in and have them remove the funds as evidenced on XX/XX/XXXX statement.. 
During XX/XX/XXXX payments we not being applied correctly or timely. In particular the XX/XX/XXXX to XX/XX/XXXX. 
After months of dissatisfaction with their product and services, I began winding down services and transferred to another institution fully closing the account on XX/XX/XXXX. Withdrawing {$450.00} ; the bank held back {$50.00} and mailed the check a few month later for me to deposit. Upon depositing the {$50.00}, the check bounced at the other institution for it was voided or cancelled. It was never applied to the any balance on the overdraft line. 
XX/XX/XXXX I started receiving collection calls. Apparently, XXXX  charged off the loan and sold it to a collection agency. I contacted XXXX directly and they stated it was with the collection agency and I should work with them directly. With neither the bank or the collection agency would open discussions with me since I was not able to provide them with the mailing address they had on file. Both the agency and the bank stated I was mailed letters regarding the balance owed, which I never received. After numerous discussions and escalations they explicated stated it was due to a system glitch and the letters were being mailed to another customer who had with the same account number or a similar one. This was also the rationale behind why I could NOT get electronic access as noted above on the credit line account. 
After these months and the start of calls, I filed a complaint with the XXXX XXXX XXXX ( XXXX  case # XXXX ). XX/XX/XXXX, supervisor XXXX XXXX, contacted me regarding my compliant. In a letter dated XX/XX/XXXX, Mr. XXXX the account was closed with the collection agency and they cleared the credit marks with the bureaus as stated in his letter from XX/XX/XXXX. I agreed to provide them with the documentation supporting payments and disputes. I never received any details as to what was outstanding and comprised the {$1000.00} balance owed. 
I gathered the information and supplied it to XXXX along with phone calls on XX/XX/XXXX, XXXX, XXXX ( no response ) and XXXX ( no response ). Per Bank Statements CREDIT FUNDINGS and Payments are as follows : Funding Date Funding Amount Payment Date Payment Amount/Waiver of Interest Penalties XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX phone paid XXXX XXXX waiver XXXX XXXX XXXX ck # XXXX XXXX XXXX DBT TRANS XXXX XXXX XXXX XXXX DEBIT XXXX XXXX XXXX XXXX CK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CKXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MAINTANENCE FEE WAIVED BY BANK XXXX XXXX NEVER REQUESTED OR NEEDED BANK WAS PROCESSING PAYMENTS THAT WERE CANCELLED AND CASH NEVER LEFT BANK resulting in the overdraft of the account XXXX HOLDBACK {$50.00} After numerous calls without responses and requested escalations to a supervisor, XXXX or XXXX, I assumed all was well and they reflected the account properly. 
In XXXX, I was refinancing my mortgage due to being laid off during the financial crisis. I applied and was notified that XXXX had reported in XX/XX/XXXX the account was charged off and per the Experian report, {$1000.00} was written off and {$10.00} was past due. 
Upon realization of this I contacted XXXX  once again, In XX/XX/XXXX, I was working with a XXXX XXXX on resolution of the dispute and faxed her the above information XX/XX/XXXX. XXXX did infer that XXXX went through a system change and that my account was never properly closed ; so therefore it went through to the credit bureaus. We had a limited number of conversations and then communication ceased. On XX/XX/XXXX I spoke with a XXXX XXXX who indicated that due to the address complication a supervisor ( XXXX or XXXX ) would need to speak with me.. With no response, I contacted them again on XX/XX/XXXX, XX/XX/XXXX I spoke with XXXX and XX/XX/XXXX I spoke with XXXX XXXX. 
I couldnt understand and still do not understand how after three years of having a resolution that it would just reappear. My refinancing was negatively impacted due to this one derogatory posting. I had to jump through many hurdles to finalize the refinancing and it cost me more as my rate was higher. 
XX/XX/XXXX, I tried to reconnect with XXXX and XXXX XXXX via email and both emails were returned XXXX stated I will be out of the office until Monday XX/XX/XXXX. All email will be responded at the time. Thanks you. Mr. XXXX email stated he accepted another position within the bank and to contact the XXXX number. 
I was so disgusted I contacted the now PA Market President, XXXX XXXX. I had worked with him throughout the years in a business capacity. Whether right or wrong to mix business and personal, I felt I had no choice. He responded very professionally and said he would pass it on. I do not know if this occurred or not. 
I tried to contact him once more and did not receive a response. 
I am review my credit and it is still on my file, I feel I have no choice but to file a complaint with regards to XXXX practices and the hurt it is causing me to seek any financing. I have been rejected to apply for financing due to this still being on my credit file. 
I did notify Mr. XXXX out of courtesy I would be filing a complaint with CFPB. 
Can you please advise as to my next steps to have this removed. I will file once again with the XXXX   and dispute the facts with the credit agencies, referencing my complaint with the CFPB.

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