Consumer complaint received 2021-07-20
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
On XX/XX/2021 I received a fraudulent withdrawal in bank account for {$1000.00} from a company called XXXX. Having never heard of this company I immediately contacted my bank and informed them of the charge. The bank informed me that someone had gained access to my bank account number and used it, since this was the second fraudulent charge on my account in just a few weeks they suggested me close the account. They also suggested I contact XXXX while they preformed their investigation. I contacted XXXX and informed them that this was not me and that I had recently had other fraudulent charges on my account as well and would be closing the account per the banks fraud departments instructions. XXXX informed me that they would also be doing an investigation and would contact me as soon as they had completed it. I never heard from XXXX again and the bank refunded my money as well as closed the account. I assumed everything was worked out. 
Yesterday, XX/XX/2021, after looking into my credit report I found that XXXX was still on my credit and was reporting a balance of {$1000.00}, a high credit of {$1000.00} with a {$130.00} passed due amount, a monthly payment of {$96.00}, and that I was 30 days late on payments as of XX/XX/2021. My credit report shows that on XXXX this loan was opened on XX/XX/2021 as for Experian and XXXX the loan was opened on XX/XX/2021. 
I immediately contacted XXXX XXXX customer service. I again explained that this was a fraudulent charge which I had previously contacted them about and that the bank account used had been shut down due to fraud. After asking for my information to verify me and to look up my account with them I was told they would have to do an investigation. When I asked what resulted from the previous investigation the gentleman informed me that he did not see a previous investigation. I then asked to have the account information sent to me from when this was set up so I could see it and he then told me that I did not even have an account with them. When I asked how that was possible he said he only had limited information on his end and would need to speak with the back office who handled these situations. I asked for the number to the back office and whomever handled this to which he informed me they do not have a phone. I them proceeded to ask how that was even possible considering it is 2021 and everyone has a phone. I asked him how he contacts them and he said they have a server to which he contacts them. He then said they would contact me after they finished their investigation. I asked how that would be possible without a phone and since I had never received anything before how would I know that they would really get back to me. The gentleman then proceeded to act as if he could no longer hear me even though he would stop talking as I was speaking and then hung up on me.

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