Consumer complaint received 2019-04-04
Company: Experian Information Solutions Inc.
State: OR
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:
I have been a XXXX XXXX customer since around XXXX. After switching to XXXX XXXX in XXXX due to bad experiences I had with XXXX XXXX, I still had a credit card open with them ( XXXX ), so I set up monthly automatic payments and left it to be paid off. Around three months ago I saw a letter informing me that my account was over 90 days past due and delinquent. This was the first notification I received. I didn't receive a letter, phone call, voicemail, or email informing me of the status of my account before that time. 

After receiving the letter in XXXX, I called XXXX XXXX to speak with a manager. I was told one was not available. I call again at a later time and was once more told that there was no supervisor available to speak to me and that I could leave a voicemail and get a return call. In the end, they never returned my call regarding these issues. As a consumer and customer this was incredibly frustrating as well as surprising because never in my life have I not been able to speak to a manager of a financial institution upon request, especially twice. 

After doing some research and discovering that I am not alone with these issues, I decided to look into how to make a complaint and correct the damage to my credit that was done by this. But before I did so, I made sure to call XXXX XXXX again to see if they were going to rectify the mistake. 

I felt powerless in the situation, so when I called yesterday ( XX/XX/XXXX ) I tried to work with them. I informed them again of the issue and said I would be willing to pay off the full balance of the account so long as they corrected the status of the account to Paid as agreed upon. They said they have no such option to do so. I also asked about possible settlement options because there was no way I was going to pay hundreds of dollars in late fees simply due to this issue that I am not fully at fault for. 

I even ask the manager I spoke with, XXXX ( Employee ID # XXXX ) to provide me with information regarding their attempts to contact me because I wanted to verify those efforts. He told me he would not do so because " if I were to sue XXXX XXXX he didn't want to provide me with a stronger case. '' and that I would have to " get a lawyer and a warrant. '' I feel that I was treated this was because I no longer have a good financial relationship with XXXX XXXX. That is, they are no longer my main bank and I could sense that I would have been helped further if this wasn't the case. It was clear they were not willing to correct this mistake, or even to admit they made one, so this is the first complaint I will make to give them an opportunity to fix it. 

This whole situation has been absolutely unacceptable. There has to be a certain amount of accountability on them to notify me of the status of my account, which I do not believe they made a bona fide effort to do. I should not have to, nor will I, pay this balance until I am given, in writing, a statement that it will be fixed and reported to the credit bureaus accordingly. 

Thank you. 

Sincerely, XXXX 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