Consumer complaint received 2020-05-14
Company: Experian Information Solutions Inc.
State: OK
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:
XX/XX/2020- My vehicle loan was paid the remaining $ XXXX balance. I was informed it could take 7-10 business days to reflect as paid and closed on my credit report. I understood. 

XX/XX/2020-My phone app reflected the payment on my account, however, still was not showing as paid on my credit. Spoke with XXXX on their webchat and was advised it would day 3-5 business days as they were slightly behind due to COVID-19. I understood. 

XX/XX/2020-Still no change to my credit report, contacted XXXX  via phone and was advised they would send an email to expedite my account being reported. I understood. 

XX/XX/2020-Still no change to my credit report. contacted XXXX and stressed the importance of getting this rectified as I am trying to get a house and this account is causing some issues. I was advised it would take another 3-5 business days for them to expedite it ( again ) and she would send me a letter by mail stating it was paid in full so I could show the housing company as we waited for it to go through to credit. 

XX/XX/2020-Still no change to my credit report, never received the letter of paid in full status. 

XX/XX/2020-Housing company could not hold off on my application any longer and ran my credit. 

XX/XX/2020-Filed an online dispute with Experian in hopes that it would prompt XXXX to update my account with accurate information. ( Dispute still pending as of XX/XX/20 ) XX/XX/2020-Housing company denied my application because my debt to income ration was not accurate because XXXX account is still showing as open and outstanding. 

XX/XX/2020-I checked my mailbox again for the letter, it was not there. Contacted XXXX and asked for a supervisor. I was advised there was nothing they could do and was given another 7-10 business day response. It has been almost 3 months since this has been paid and now this is severely impacting my life by them not accurately reporting my account. I was told by the supervisor that they have not reported many accounts so I may not be the only person being impacted by this. 


I am currently XXXXt with XXXX and I NEED this house before they arrive. My apartment is not large enough and I can not do anything because XXXX is stonewalling me with timelines that, in my opinion, are wrong. It has been well over the 7-10 business day timeline they gave me since the beginning. Now I will have to have another hard inquiry on my credit when I have to reapply for a house all over again once XXXX does the right thing. 

When I attempt to log into my account to obtain the proof of payment, I get an error message. " You can't view the details for your closed vehicles accounts anymore. '' So they've marked it off in their system but refuse to report it to the credit bureaus.

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