Consumer complaint received 2018-05-14
Company: Experian Information Solutions Inc.
State: KS
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX, I logged into my XXXX account and noticed they showed my account as over 60 days late with a balance due of {$140.00}. 

I paid this account off onXX/XX/XXXX and I requested the account be closed. I paid the amount I was quoted for payoff, yet the XXXX bill had a higher amount shown due to additional interest they charged. Therefore I received another bill for XXXX for remaining interest. After paying in XXXX, the balance was XXXX, the card was destroyed, and we believed the account to be closed at our request. 

I had never once received another bill in the mail or an email notifying me of a bill. Therefore, I looked through the online statements to see what was going on and where these new charges came from. 

Turns out they never closed my account. They sent me a chip card that I never activated and there had been no activity on the card. Yet in XX/XX/XXXX they charged me a {$45.00} annual fee. They continued to charge late fees on the {$45.00} in XXXX, XXXX, and XXXX until the balance was the {$140.00}. 

I immediately called to dispute and was told they would remove the late fees and annual fee to make the balance XXXX and they would update with the credit bureaus that it was never late. 

I disputed with the three bureaus. I then received an email from Experien on XX/XX/XXXX that the account had been updated. When I looked, they updated the balance to {$37.00} and showed it still late from XXXX-XXXX. 

I called XXXX and was told by the first rep that they could not remove the late fees of {$37.00} and that we were on paperless billing therefore we should have received a bill. I have a copy of the message they sent me after our phone call on XX/XX/XXXX welcoming me to paperless billing, so I know that is a lie. 

So I requested to speak to a supervisor. Supervisor named XXXX employee # XXXX claims the account was not closed until XX/XX/XXXX when I called in. She said the account was paperless billing until XX/XX/XXXX and then in XX/XX/XXXX they have a note on file from a phone call from us removing paperless bill and stating they are never to contact us again. Yet she claims they never had a request to close the account on that day. 

" Why would we ask you to never contact us again if we left the account open? You're claiming you never once sent me a bill for the annual fee or the late fees because we asked you never to contact us again? That's ridiculous! '' I exclaimed. 

These people are scammers. They charge an unauthorized fee, charge late fees on the fees, never send a bill, then claim it's because we requested never to be contacted again? Yet they claim we never closed our account. Why would they allow someone to have an open account with them if they are to never send them a bill for their open account on new charges? That makes no sense because they are required by law to notify you of any charges on the account. 

They say they closed the account on XX/XX/XXXX and have submitted their review team to remove the final fees and to update with the bureaus, but she can not guarantee they will comply with our demands. 

Please be aware of their fraudulent practices and do something about it. This is the only negative item on my credit report and it is inaccurate and illegal.

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 non-monetary relief