Consumer complaint received 2022-01-06
Company: Experian Information Solutions Inc.
State: CO
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: Their investigation did not fix an error on your report

Complaint:
I opened a travel point credit card sometime XXXX, maybe XXXX. I thought the credit card did not have membership fee, but after a year i was charged a fee. I called the company and they confirmed a fee was waived after first year. I then asked to cancel my card in order to avoid having the pay the fee. They agreed. They canceled the card and I paid all outstanding charges. The account maintained the cost of the fee, but I was told on the telephone by customer service that the fee would be removed. This occurred XX/XX/XXXX. I called XXXX, XXXX XXXX XXXX and I spoke with agent id # XXXX and XXXX. The membership fee was billed to my account XX/XX/XXXX. 

I received no bills nor negative reports on my credit for the subsequent 3/4 months. After these several months, XXXX began to report late payments and submitting letters of collection. 

Later I became aware that the credit agency made a negative report about the issue. I immediately issued a dispute. I did not realize that the dispute was a claim that I disputed have created an account, which I did not ; so, that dispute failed. 

I learned the procedure to dispute the late payment report, not the entire account, and submitted a written dispute and uploaded all my documents on XX/XX/XXXX. ( upload confirm # confirm # XXXX ) Experian, the credit report I have been dealing with and against whom this complaint is levied, denied my dispute. 

There were two problems with their denial of my dispute. I was notified by email that the dispute was resolved, but my online account gives me no method to read or find the results of the dispute. I finally called customer service and was verbally given the results. I learned in this telephone call that the results of the dispute, dated XX/XX/XXXX, did not incorporate a response from the creditor, XXXX bank ; so, the Experian rep agreed to resubmit the dispute. The Experian representatives I spoke with were XXXX and XXXX. ( They did not have identification numbers ) The resubmitted dispute was made on XX/XX/XXXX. Again I received an email from Experian that the result were available, and again I was unable to find the results on my online account and I learned the results after speaking with XXXX, an Experian representative. She confirmed that the dispute was resolved by XXXX. That is, unless XXXX changes their mind, the negative report stands. I asked if there was an Experian employee who makes an objective decision on the dispute or is the dispute decision delegates to one of the involved parties, in this case XXXX. XXXX confirmed that the dispute was resolved by XXXX and that there is no Experian representative resolving the dispute. 

This is my second complaint against the Experian, that there is no objective fair process to determine the outcome of disputes. Moreover, however, the dispute is resolved by a biased-involved party. 

I am asking the CFPB to make a decision about this dispute and to issue that decision to Experian with instructions to effectuate it. 

Attached is my dispute that I submitted to Experian. Also, I have been trying to obtain my credit card bank statements from XXXX and after three attempts without receiving anything, I must conclude that they do not intend to send them. 

I would also like to add that my credit prior to this incident has been excellent. I always pay all my bills on time. Regarding the XXXX account, I have paid every bill while I had an account on time, never late.

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