Consumer complaint received 2018-04-06
Company: Experian Information Solutions Inc.
State: NC
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: Their investigation did not fix an error on your report

Complaint:
Dear ( ) Great news! We are waiving all late fees that were assessed between XX/XX/XXXX and XX/XX/XXXX. Additionally, we are working with the credit bureaus to restore your credit history to the status as it was reported prior to XX/XX/XXXX. 

We recognize that setting up a new Log In ID was an inconvenience and caused confusion for some of our customers. As a result, more of you, our valued customers, had to contact our customer service center for assistance which created longer than normal hold times. We would like to apologize for this inconvenience and make it right, which is why we are waiving all late fees. 

Please know that we have worked tirelessly to increase staffing levels in our call center. We continue to monitor our performance while we hire and train new associates as quickly as possible. 

Our recent move to a brand new online account management system was intended to provide greater value to you and we know in the long run, it will do just that. The new system offers you a better user interface and more tools to help manage your credit card and improve your score such as : a wider selection of email alerts a greater array of self-service options the ability to search for transactions request expense reports to help you manage your budget better NEXT STEPS To receive your fee refund or correct any credit reporting, you dont have to do anything! We have already done this for you. 

If you havent already done so, we encourage you to enroll in the new account management system. It will only take a few minutes of your time. Click here for a quick visual on what to do should you need it. 

Dont forget, youll have to re-enroll in e-statements. We have forgiven the {$3.00} paper statement fee through XXXX but encourage all of our cardholders to enroll in order to avoid the fee in the future. 

Thank you for being an XXXX customer. We appreciate you. 

Sincerely, XXXX XXXX XXXX XXXX Join our community on XXXX for fun, credit tips and support. 

Copyright 2017. XXXX XXXX XXXX. 
XXXX XXXX XXXX, XXXX, PA XXXX XXXX | XXXX ******I was sent this email last year and I am still disputing this credit report for showing a late payment that XXXX will not rectify. I have never been late and this late payment is showing up on my credit report. I called today and spoke with someone about this error after disputing the credit bureaus twice and being told that they don't have a late payment from me at all. Ever!! I have a late payment on my credit report that is the fault of this company Nd they refuse to rectify it. They even sent me over to thier credit counseling company that told me that this is not their job but the job of XXXX!! They are denying any late payments but are also not fixing the problem with the credit bureaus about it. I shouldn't have to continue to fight a company I volunteered to do business with. Be careful of XXXX

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