Consumer complaint received 2020-07-21
Company: ONLINE Information Services, 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: Old information reappears or never goes away

Complaint:
This issue originated with selling my Ohio residence in XX/XX/XXXX. I initially called the XXXX XXXX XXXX to close the account and make any final payment if necessary. However the billed amount was totally incorrect, with the services for the new owner being charged to my account. The XXXX XXXX representative agreed and stated they would have the physical meter read, then contact me with the correct amount, if any. Thereafter, I received no contact, no corrected bill was sent out, and all communications ceased. 

Fast forward to XX/XX/XXXX, a company named Online Information Services reported a collection to the credit bureau agencies on behalf of XXXX XXXX, for the initial amount, which was agreed to be incorrect. I was only made aware after reviewing my credit report in XX/XX/XXXX. Upon speaking with Online Information Services on XX/XX/XXXX, it was made known to me that only XXXX XXXX could remove the incorrectly placed collection from account. I then called XXXX XXXX and explained the error to a customer service representative, he duly noted and affirmed that there were errors, prior to transferring me to the credit department. The credit department representative also agreed that their was much confusion with the account. In efforts to put this matter to bed, I agreed to a negotiated pay for deletion from my credit report history. The representative accepted my payment and stated, she would send over the request to Online Information Services to have the account removed from collections. The next month the collection account was removed from my credit report history. At the beginning of XX/XX/XXXX, I verified that the collection account had been removed and was no longer listed on my credit report history. 

Can you imagine my surprise, and frustration when the collection account reappeared on my credit report history in XX/XX/XXXX, posted once again by Online Information Services. I called Online Information Services on XX/XX/XXXX at XXXX, and the collections representative I spoke with admitted seeing a duplicate account, and stated that XXXX   XXXX had resent the account over again for collections on XX/XX/XXXX. She was reluctant to remove the collection, and refused to provide an email or fax number where proving documentation could be sent to. She explained to me that XXXX XXXX knew how to contact them, and just needed to do so. She did stated that, she would send a balance request to XXXX XXXX and suggested I call back on the following Monday, XX/XX/XXXX, to confirm if XXXX XXXX responded, and if the account would be removed. 

Immediately after ( XXXX XXXX, XXXX ), I called XXXX XXXX and spoke to a customer service representative and explained to him how the account had been removed and sent over again. I further explained that someone would just need to contact Online Information Services to get this matter fixed. His reply was, we have no way of doing that from my department, and then forwarded me to the credit department where I received the same reply. He was able to provide me with an alternative number for Online Information Services, but had no way to send confirming paperwork to them, stating my case, that I no longer had an outstanding account with XXXX  XXXX. 

I immediately called Online Information Services back ( XX/XX/XXXX, XXXX ) and stated my case to them that the information they received from XXXX XXXX was incorrect, and XXXX XXXX had told me they do not have a way to contact them. I further explained to the collection representative that XXXX XXXX asked me what the contact information was, yet still the representative was reluctant to give me an email or fax number to share with XXXX XXXX. She went on to say that XXXX   XXXX knows how to contact us. 

This back and forth has continued between XXXX XXXX and Online Information Services with my credit stuck dragging in the middle, because neither will fix this. To this day my credit history is not being reflected accurately and not being fairly reported. The resolve I would like to see, is the collection account once again removed from my credit history, and done so immediately. 

Also, please know I contacted Online Information Services again the following week on XX/XX/XXXX, twice, trying to get a resolution. I also contacted XXXX XXXX on XX/XX/XXXX and spoke with XXXX ( Employee # XXXX ) for 35 minutes before being put on hold and hung up on. XXXX created a collection agency dispute notification ( #  XXXX ) and forwarded my case to the back room personnel. She explained to me, that was the team who could handle my concerns, and she assured me I would receive a call within 24 - 48 hours. I have received no call yet. In addition, when I asked XXXX to speak with the collections department manager or a supervisor in collections, I then was disconnected.

Company response to consumer: Closed with non-monetary relief