Consumer complaint received 2020-09-23
Company: Experian Information Solutions Inc.
State: NJ
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: Investigation took more than 30 days

Complaint:
At the end of XX/XX/2020 and again at the end of XXXX, I called XXXX XXXX XXXX to ask for help/deferred payments on my auto loan, because I was not able to make payment due to coronavirus financial struggles. They said they didn't have any deferral programs to offer at that time and to call back every month to check if they have anything changed. 

In XXXX, they said they could defer 3 months payments. However, unlike all the other creditors back in XXXX and XXXX, who did it automatically during the phone calls, this bank said they would send me a form to complete and that I should sign and return. Also, that month I was able to make half payment on XXXX and the other half on XXXX. I called again to check where the deferral form was, I hadn't received it. They were making the whole process so difficult. I sensed that they didn't really care what was happening in the world. 

Indeed, in XXXX they reported 3 months late to XXXX, XXXX   and Experian. I called to confirmed that I had requested deferred payment. I told them that I didn't receive the deferral form yet, plus I sent another payment on XXXX. And, I requested that they remove the missed payments reported, because I had been in frequent communication with them doing my best to humbly ask for their help. Then on XX/XX/XXXX, made another payment and have NOT missed any payments, other than in the beginning of COVID-19. 

I finally got the deferral form XX/XX/XXXX! I mailed it in and called to confirm on XXXX. They said still hadn't gotten it. When they finally received it, they said it was an invalid signature! So, I called again to confirm, then sent it by email on XXXX in order to expedite the whole excruciating process, then called back to confirm and they still didn't get it. By then they had reported 4 months late payments. Also, they said that my deferred payments were for XXXX, XXXX and XXXX. But, I made those payments because I never got this stinking form and didn't want any trouble on my credit report. I was sadly mistaken. 

They NEVER deferred any payments. I was so blessed to be able to make monthly payment every month since XXXX, even though XXXX XXXX XXXX  made me a bogus attempt at deferred payments, it never happened because they kept giving me a run around. Today, I checked my credit report and they have 6 missed payments! Why? When I asked them to repair this, they said this department can not help. I was transferred. The other department also has no control over it, transferred me to another department, who also said they can not help me either! 

Please help me get these 6 missed payment off my report! During these very difficult times, all other banks and insurance companies have been helpful by deferring payments and being kind and decent to their customers by choosing not to report missed payments because of financial difficulties from Covid-19. This bank has behaved in a despicable manner and should be ashamed for their poor reactions to the terrible coronavirus times, their delay tactics, and uncooperative behavior. I made my payments to them even though it was difficult. I wish they would have someone ding their record and affect them adversely for no reason! I have done everything in my power to correct this. 

Furthermore, I have received a late payment notice and late fees every month while I have made all these payments! 

HELP! I humbly request that late fees are removed and all the missed payments removed from my all three credit reporting bureaus as a covid-19 courtesy. During these times, and especially since I am not a deadbeat, I need help, please.

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