Consumer complaint received 2017-12-17
Company: Experian Information Solutions Inc.
State: PA
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:
My wife and I purchased a XXXX XXXX XXXX from XXXX XXXX in XXXX, XXXX, at some point after signing the documents the financing of the vehicle was turned over to XXXX XXXX, in early XXXX, XXXX XXXX reported a payment as more than 30 days late despite the problem being their fault. Specifically, my wife paid the bills through her account including the car note. My name appears first on the paperwork, but also includes my wife nevertheless, one payment was processed by XXXX XXXX in my name, but through my wife 's account at XXXX  XXXX XXXX, where I do not bank. The payment came back stating that the account could not be located. When my wife received the email from XXXX XXXX, I called them immediately about the issue. During the phone call the CSR stated that they had processed it in my name, and stated that despite this being their fault, it was going to show up on our credit report. Thus, I contacted the bureau to dispute the accuracy of the account. The Bureaus, reported it as disputed but did not include my personal statement, and did not contact my wife and I about the results of our dispute. We were coming out of Bankruptcy and trying to buy a home through HUD 's " back to work program '', this was a barrier that could not be overcome. We tried to get a pay-off from XXXX XXXX, but they refused to provide us with a pay-off. We went to the dealership to get rid of the car and was told they would get the pay-off. We ended up purchasing a XXXX XXXX XXXX, putting down {$10000.00}, which changed to {$16000.00}. Because of air quality problems with the car we did n't want to take possession of the car until we moved into our new home the dealership and us agreed to allow this and we insured both vehicles, since the papers were signed and down payment was paid by cashier 's check, we thought the deal was fully consummated receiving our account number with the new bank XXXX XXXX, and speaking with them several times. We still do n't know exactly what is going on, but XXXX XXXX filed suit with our state court in Pennsylvania. But even prior to the suit we paid the account current to avoid any problems with the deal for the new car. We were forced to file bankruptcy as we did n't know what was going on and money was running low. So we contacted the attorney for XXXX XXXX about the payments and the dealership and XXXX XXXX. The lawyer told us that she was no longer on the case and that we should contact XXXX XXXX directly. We contacted both XXXX XXXX and XXXX XXXX. XXXX XXXX either blocked us from calling or changed their number, while XXXX XXXX keeps saying that our account is handled by someone else the number given no one ever answers. Despite all of this they keep reporting our account as delinquent not acknowledging our payment, although they have accepted it. They have not returned the payment either. When my credit scored dropped is essentially put my VA loan on hold and we stand to be homeless in a matter of 5 days.

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