Consumer complaint received 2018-09-24
Company: Experian Information Solutions Inc.
State: VA
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:
This bill has always come and always been in my mothers name. I was an authorized user on the account so that I could pick up my mothers diapers and other living needs while she was under medical care. My mother passed away on XX/XX/2018. I still have her last bill that was mailed out for payment with just her name listed for the account holder. I called this company to advise them of her passing so they could close the card. Once that happened I personally started getting collection letters and phone calls to pay the balance owed on her card. I explained to them that I was only an authorized user and that they would have to wait for her estate to be settled. The company kept calling me about payment and I asked them why they were contacting me about this bill and they insisted I was a joint co-owner on the account. On XX/XX/XXXX I asked them on the phone to research this because I was only an authorized user. They said that they would hold off on collection calls for 10 days while they researched it and get back to me. I knew that I needed proof of this request and that by doing it over the phone I had not proof I sent them a letter requesting verification of liability for the debt and I faxed it to them ( retaining the fax confirmation for proof of receipt ). I never heard anything during that 10 days but on the 10th day, XX/XX/XXXX at XXXX, I received a collection call from them to pay the bill. They still had no further information to prove that I was a joint owner on the account. Each time I would talk to a representative on the phone, they would never have an answer for me. On XX/XX/XXXX XXXX they mailed me a letter that requested payment again which I received at my home on XX/XX/XXXX. I promptly replied with a phone call, which they told me that they did not have a way to contact the dispute department at their company and that I had to fax or mail in my birth certificate and social security card so that they could verify my identity. I was not comfortable sending them in my confidential information so the lady told me my only option was dispute the client with the credit boroughs. So on XXXX I mailed and faxed them ( keeping that fax confirmation for delivery receipt ) another letter advising them that I was not responsible for this debt, I never authorized to be a joint owner, and that according to the Fair Debt Collection Practices Act ( FDCPA ) and in the letter I sent them 30 days prior that requesting verification of liability of the debt, that I needed them to correct this, remove the item off my credit report and remove any derogatory comments on my credit report. I was in the process of doing a home refinance and their negative reporting was impacting my ability to obtain a better credit rating and standing. As of XX/XX/2018 I still have received no communication or follow up on my request for verification of liability and they have completely ignored my inquiry and requests for verification. They continue to call me for payment and report negative and derogatory notations on my credit.

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