Consumer complaint received 2020-06-02
Company: Experian Information Solutions Inc.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX, I received an email from Experian stating that my credit score had decreased. I logged into my Experian account and was alerted I had a recent missed payment which was two months ago. My score dropped 19 points due to this late payment. I signed up for a trial service with Experian and reviewed my credit reports. XXXX  and XXXX did not show any payments missed in XXXX. I could not find any late payments in the XX/XX/XXXXyear. My last late payment was first reported in XXXX of XXXX when I had missed a student loan payment ( when it was supposed to be in deferment. ) On XX/XX/XXXX, after being unable to locate any recent late payments in XXXX, I called Experian. I first spoke to a foreign representative who transferred me to XXXX in what I believe to be the dispute department. After a very lengthy review and continuously being told this recent late payment was delayed reporting on behalf of my student loan, XXXX was able to determine that no late payments had been reported since XXXX of XXXX. She provided me with the case number : XXXX. She said that someone would be reaching out by email. 

A week later, no email had come. I called again, provided my case number, and the representative stated there was not a resolution for this case. He said I should give it a few more days and call back if I heard nothing. 

On XX/XX/XXXX, I called again. I was transferred between, I believe, 3 departments. After nearly an hour, the call was dropped with no resolution. 

On XX/XX/XXXX, I tried Experian again. I was transferred again to many departments. I was finally escalated to a supervisor line. This representative also argued with me that this 2 month payment was due to my student loan. I explained that the last late student loan payment was in XXXX. She continued to speak over me time and time again to tell me this was delayed reporting with, at first, even bothering to verify what I was telling her was true. She blamed FICO for the score drop and said she couldnt speak on this issue. She said that FICO was reporting the score. I advised her that its the recent 2 month payment Im concerned about locating. If thats fixed, then my score should be resolved. She told me again that she can not speak about my score clearly not acknowledging the issue. She then advised me to email XXXX to have my issue resolved. As of XX/XX/XXXX, I have received no response. 

Also on XX/XX/XXXX, I called FICO as advised by the Experian representative. The FICO representative advised me that the reason my score dropped with Experian is strictly due to the credit details provided to FICO by Experian. 

In XXXX of XXXX, my husband and I began looking into buying a home. I diligently began trying to do all I could to repair my credit. Having a recent late payment of 2 months on my credit report with Experian can cause multiple headaches. This has been a setback in our progress. It is beyond frustrating that no one will take ownership of the issue as I get transferred to multiple departments. During this experience, only 2 representatives have even acknowledged at this appeared to be a technical error in reporting.

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