Consumer complaint received 2019-11-20
Company: Experian Information Solutions Inc.
State: NC
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: Their investigation did not fix an error on your report

Complaint:
I have a credit card with XXXX XXXX. I made a payment on XX/XX/XXXX for {$2000.00} to my account with XXXX XXXX at the time the balance was {$3600.00}. My payment was for the wrong amount. I called XXXX XXXX on XX/XX/XXXX to have my payment modified. They stated on that called that they would have the payment refunded to me and I would be able to resubmit the amount I meant to pay. On the XXXX XXXX a payment adjustment for the {$2000.00} was reflecting on my credit card account balance. On XX/XX/XXXX, there were 3 different phone calls taking a total of 36 minutes and 6 seconds with XXXX XXXX about the refund and I was advised it would take 5-7 days business days to be received. On XX/XX/XXXX I made a payment of {$100.00} to this account. On XX/XX/XXXX XXXX for 36:38, I called for an update on the refund and was then advised would take 7-10 business days. 

On XX/XX/XXXX My credit report reflected this card having a balance of {$3400.00}. 

On XX/XX/XXXX while still awaiting the refund, I called XXXX XXXX. I was told a case was being created to identify why I haven't received the refund. 
Case filed XX/XX/XXXX XXXX for 20:15 I received no follow up about issue. I was also advised to reach out to my bank to see if they could assist in having the payment refund addressed. 

On XX/XX/XXXX My balance of account was raised by an additional {$2000.00} payment adjustment + {$8.00} interest charge. 

Another Case was filed # XXXX filed when called on XX/XX/XXXX XXXX on call 49:10 ( I was told details on this call that the case filed on XX/XX/XXXX is unable to be seen by supervisor/stated it was filed incorrectly. ) I made my monthly payment of {$110.00} on the XX/XX/XXXX due date. 

Called XXXX XXXX spoke with someone name XXXX XX/XX/XXXX about incorrect balance still reflecting showing on my credit report. 

Balance reflected at {$5500.00} a credit utilization increase of over 63 % of credit limit causing grave effects to my credit score due to the negligence of XXXX XXXX. 
As of XX/XX/XXXX Past due status reflected XXXX minimum payment due of {$1900.00} On XX/XX/XXXX my credit report reflected this card having a balance of {$5500.00} On XX/XX/XXXX called XXXX for 43:17 before call dropped Spoke with XXXX XXXX customer service : States that she only sees a note stating that all previous calls have been made about the status of the refund XXXX  XXXX still owes to me. 
Then transferred me to : XXXX XXXX account supervisor read all note details on file and then transferred me to an account manager who she states are supposed to be able to address it. 

Called again XX/XX/XXXX XXXX spoke with : XXXX XXXX transferred to a silent line it disconnected after 9min  15 seconds of holding. 

Called back again XX/XX/XXXX at XXXX XXXX transferred to XXXX XXXX account supervisor Conference called XXXX  XXXX  directly spoke with XXXX to verify no payment was ever received by XXXX  XXXX for my refund. XXXX further reviewed the account with several internal departments. Stated that XXXX XXXX never approved the initial refund and the secondary refund after the two cases were open should of been received. Acknowledged that an internal team reversed the payment in error the second time and that they would be working to resolve it on that day. Requested a callback number after 1 hour 20 minutes into the call because would take more time and didn't want me to have to hold any longer. Stated she would call me back prior to XXXX with an update and resolution. I never received a callback and the account wasn't resolved. 

I submitted a payment for {$110.00} on XX/XX/XXXX due date. 

XX/XX/XXXX I was called by XXXX XXXX collections agent XXXX XXXX Advised account 31 days past due with a balance $ 5,500+. On this call, I requested that she reviewed my account history. She then saw the payment adjustment applied to my account in error and the payments made every month on time. She stated her collections department couldn't correct the errors and I would have to call customer service to have the errors on my account and my account reflecting as past due to be corrected. I acknowledged that I'm still awaiting follow up regarding all the previous escalations and calls. 

This account balance is now {$5700.00}. I have disputed it with the credit reporting agencies and they stated it is verified as correct. XXXX has refused to rectify the issue and stated it is handled by a team that can't be reached via phone.

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