Consumer complaint received 2023-05-12
Company: Experian Information Solutions Inc.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX I emailed XXXX XXXX XXXX  regarding significant issues regarding my lost/stolen credit card replacement, and it has been over 2 months and no one has responded. Furthermore, when I call them, no one can answer my questions regarding how to make a payment on my credit card if I don't know the credit card # in order to make a payment since the card was reported as lost/stolen. So I have not been able to make timely payments which have destroyed my credit score. In addition, when I told customer service representatives that my credit score will be impacted and they need to correct it... again I was transferred around and no one was able to help me. 

And then when I make a payment, it takes upto 5 days for the payment to be effective.... I asked the representative how is this possible and she said this is how their system works which is hard to believe. This payment posting delay also impacts my credit report. 

Here is the email I sent to XXXX on XX/XX/XXXX with no response or phone call... 

BEGINNING OF EMAIL... 

Credit Card ending in # XXXX?????... I have no idea what my most recent credit card # is. 

I have called multiple times to get my XXXX XXXX Account corrected... 
1. I have called several times and chose the callback option, and no one calls back 2. My original card was lost/stolen and a replacement card was mailed to me at least twice but I never received it 3. I tried to make payments by the due date but I could not get the payment processed because they kept asking me for the original credit card # which I did not have 4. So now my credit ratings have been impacted while ironically, I am using the secured visa to build my credit. So please fix/reverse my credit for any negative reporting. 
5. Today, XX/XX/XXXX, I asked to have my replacement card overnighted but was told that overnighting is not an option... after all I have been through, an exception should be made so that my card can be overnighted. There is no excuse for not having overnight express as an option, especially when dealing with a credit card that can be stolen. 
I am very disappointed in XXXX XXXX  because no one can make a simple decision to have my credit card overnighted. 

I am considering filing a complaint with the Consumer Financial Protection Bureau. 

END OF EMAIL My credit score is in the low XXXX 's and has never been this low. 

XXXX XXXX claims they have mailed out at least 2 or 3 replacement credit cards but there is no sense of urgency especially after asking them to overnight the credit card so that I can sign for it as proof of delivery... this makes so much sense but they claim it is not an option! With frauds going on all over the place, you would think overnighting credit cards and/or a courtesy phone call to see if I received the card would be a standard operating procedure for great customer service and to mitigate the risk of fraud. 

Please correct my credit report with the negative reporting.

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