Consumer complaint received 2021-06-05
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
It's documented with XXXX XXXX that I called to closed my credit card account on XX/XX/XXXX and it was closed on that day. 
No XXXX XXXX Representative disclosed to me that auto-pay would still be active even after closing the account. Since I closed my account, why would I automatically request to disable auto-pay ...? 

There was not follow-up by XXXXXXXX XXXX regarding my dispute for the remaining balance on the account. I continued to call to resolve and to ensure the account was closed. 

XXXX XXXX didn't close my account until XX/XX/XXXX, which lead to and caused the additional fees and charges to the credit card account. I never faltered in my attempt to make the appropriate payments to XXXXXXXX XXXX as I continued to resolve closing the account. No final closing statement was sent to me for final closing of the account. XXXX XXXX made the process of closing my consumer account somewhat of jumping over hurtle after hurtle. Also, unable to talk to someone directly to resolve and have to rely on Customer Service to send escalation e-mail through their internal process which leaves the Customer in limbo while continue to wait for a response via phone call. I finally received a phone call from XXXX XXXX approximately one week ago after they reported my account as late. I requested support back in XX/XX/XXXX I never received a call back. 




Documented account events in dispute XXXX XXXX Contacted XXXX XXXX to close credit card account. The XXXX XXXX told me that I could not close the account until the balance was paid and would not accept payment by phone. I don't recall if there was a fee to accept payment by phone. 

XXXX XXXX Contacted XXXX XXXX to close credit card account and to determine why after closing the account XXXX XXXX accept new charges from vendors instead of rejecting the transactions. The XXXX Associate was to investigate and I was to receive a call back which never happened. 

XXXX XXXX states that the " Auto-Pay '' feature to pay using my XXXX XXXX XXXX XXXX account was returned by the financial institution on XX/XX/XXXX because it was " unable to locate account ''. It's obvious that, since the XXXXXXXX XXXX account was closed that XXXX probably was not able to process the auto-pay to a closed account. Also, XXXXXXXX XXXX was supposed to contact me regarding resolving/investigating the new charges on the account and to ensure that the account was actually close. When contacting XXXX XXXX in XX/XX/XXXX, I was told that my XXXXXXXX XXXX credit card account wasn't actually closed until XX/XX/XXXX which is after XXXX XXXX accepted charges from reoccurring vendor payments that should have been rejected. 

Again, since my account was closed on XXXX XXXX XXXX, why did XXXXXXXX XXXX approval additional transactions instead of declining the transactions. Also, my bank, XXXX, did not return payment, but rather was unable to process payment to the closed XXXX XXXX credit card account. During this process I contacted XXXX XXXX each month to resolve closing the account, but never received the follow-up call as I was told I would receive during XXXXXXXX XXXX 's investigation/discovery of my account to resolve. 

Regarding XXXX 30 day late, here is how the statement transactions unfold. 
XXXX XXXX Statement - Payments total {$3000.00} this includes auto-pay and additional XXXX XXXX Statement - Payments Total {$34.00} auto-pay XXXX. XXXX Statement - Payments XXXX {$0.00} ( account balance {$77.00} ) XXXX XXXXXXXX Statement - Payments Total {$48.00} and adjustment of fee {$29.00}

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