Consumer complaint received 2017-12-06
Company: Experian Information Solutions Inc.
State: SC
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
On XX/XX/XXXX I received and update from Experian that my dispute results were completed on a auto loan. I logged on and saw where the results were update to the another amount owed for. The reason for this dispute was because the original creditor ( XXXX XXXX ) was reporting I owed {$11000.00} which was incorrect. As well as the collection agency ( XXXX XXXX ) whom now has that account is reporting {$6800.00}. I disputed both of these because of the wrong amount owed. First if XXXX XXXX sold the debt they should not be reporting an amount owed to them as well and for two different amounts. Also they should not be reporting the amount owed as the exact same amount of the total financed for the vehicle as if I made no payments at all on the account. So XXXX XXXX response to my dispute was they changed the amount owed to {$8600.00} and now it has been written off and claiming I made a recent payment of {$2500.00}. First I have not made a payment on this account since XX/XX/XXXX. So this where my frustration comes in to how can the credit reporting agency allow them to make these changes without asking for some kind of verification. So I called Experian trying to ask question and get clarity on how the disputes process works because it does not make any sense to me that they can just place anything on my report. An when I dispute the amount for like the 3rd time they decides to change it to another wrong amount and are not helpd responsible on showing verification on how they came up with that amount. The first agent I spoke with about this name was XXXX. XXXX was very rude and kept cutting me off in mid sentence. XXXX kept asking me what did I want him to do all he could do was dispute it again. All I wanted was him to look at the info and explain to exactly what was their process when I comes to disputes. I asked could I speak with someone else he told me there was no one else I could speak with. I asked for a supervisor he placed me on hold for about 5 minutes came back and said he was not able to find someone to talk to me at the time. I asked to be transfer to the special handling dept. he said there was no such department and when I said, I knew that there was a special handling dept. he said my account did not require special handling. So I repeatedly asked him to transfer me and then I told him that I was recording his awful customer service and he said since I was recording him he was going to have to release the call. I said you bet not hang up on me and sarcastically I said, hang up sir I want you to hang up. He said releasing the call at the consumers request. I called back and I spoke with another gentlemen name XXXX or XXXX not to sure. He was very understanding and listening he saw my point and said I had a validate dispute but he would have transfer me to the dispute dept. As soon as the new agent came on the call he asks for my info and how could he help me while explaining this he immediately cuts me off and starts to tell me all he can do is another dispute. Before I can even ask him or the process he says what do I need from him because we are just going back and fourth. So he is still talking over me and then he says he is releasing the call and hung up in my face. This has been the worse customer service I have EVER experience especially when it comes to my lively hood. My credit report effects me in more ways than one and to not have any compassion or remorse and to treat me with the disrespect if not acceptable.

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