Consumer complaint received 2021-02-16
Company: Experian Information Solutions Inc.
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:
This is an attempt to reopen complaint # XXXX My lease account from XXXX started in XX/XX/XXXX. My car was involved in an accident in XX/XX/XXXX. My insurance paid the remainder to XXXX in full, a payment of {$15000.00} was made to XXXX in XX/XX/XXXX. XXXX still shows that my account has 4 late payments adding up to more than {$1000.00}. This is not correct, the car is completely paid off. 
The company XXXX XXXX XXXX has failed to address any issue. In fact, when I submitted this claim I thought that I am just trying to fix a mistake that XXXX officers did. However, based on the currently available information, this is an organized embezzlement procedure conducted by XXXX to steal the customer 's money. XXXX is using the creditworthiness evaluation system to threaten me and to get more money than they deserve, or to correct their employee 's mistakes. 
XXXX 's response details a series of facts and communications between them and the insurance company. I was not informed of these communications. Here are the facts as I see them, these are my efforts to communicate with XXXX since the accident happened : 1-On the same day of the accident, I called the dealership and informed them that my car has been in accident and it is probably going to be a total loss. I was adviced by the dealership to call XXXX and arrange the payoff payment with my insurance. 
2-I called XXXX within the same week and inquired about the procedure that needs to be conducted. I was told that the insurance company will have to pay the " payoff '' amount. No one mentioned the actual salvage value of the car. 
3-My insurance company XXXX reached out to XXXX and received a payoff quote of {$15000.00}, which is the same amount I received from XXXX 's online portal automatic quote. XXXX 's call with XXXX was recorded and sent to XXXX as a part of this investigation. 
3-By the end of XXXX, the car salvage value was evaluated at XXXX {$18000.00} XXXX higher than the " payoff '' amount. XXXX sent a check to XXXX with the requested {$15000.00} and sent me the difference amount {$3200.00}. 
4- I was told by Metromile and XXXX  that this was the end of the story and that my account will be settled once the XXXX receives the {$15000.00} check. 
5-By the first week of XXXX, I received a notification from Experian that my XXXX account is showing missing payments. I called XXXX and inquired about why is my account is still open. At the time, the {$15000.00} was received by XXXX. However, it was applied towards neither the monthly payments nor the car settlement. XXXX 's customer service told me that this is an error on their end and asked me to file a dispute with Experian to resolve it. No one mentioned that I still owe XXXX any amount. 
6-My dispute with Experian showed that {$15000.00} payment was made, but the missing payments were not removed. Therefore, I filed this complaint with CFBP. 
7-I reached out to XXXX in the first week of XXXX trying to understand what was going on. This was the first time I was told that XXXX wants me to pay the {$2000.00} amount. 
Here is what I believe happened. XXXX assumed that the salvage value of the car is going to be below the {$15000.00}. So they were OK with insurance paying them that amount. Once they recognized that the salvage value of the car was higher, they wanted to find a way to make this difference. However, they did not really contact me. They parked the {$15000.00} amount and did not even apply it to my monthly payments and kept passing missing payment marks to the credit bureaus. XXXX is now using the credit rating system to threaten and force me into paying the {$2000.00} amount, and they do not want to even remove the missing payment marks that they have wrongfully applied to my account. 

In short, I am getting all the damage from this relationship with XXXX. I have been very diligent in this process since day one. I have followed XXXX 's customer service instructions on every step, and I ended up with damaged credit. Even if XXXX should have received this money ( {$2000.00} ), that was not communicated with me at any stage during the 4 months of XXXX, XXXX, XXXX, and XXXX. In fact, I do not believe XXXX should get anything more than the {$15000.00} that they asked for. As I mentioned in the beginning, this is an embezzlement procedure conducted by XXXX. XXXX is using creditworthiness system to threaten and shamefully steal their customer 's money.

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