Consumer complaint received 2019-07-09
Company: Experian Information Solutions Inc.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I monitor my credit reports daily via XXXX XXXX, and XXXX XXXX. Last Wednesday, XX/XX/XXXX, I received a notification from XXXX XXXX stating that my credit score went down by 30 points or more. My XXXX report went from XXXX to XXXX. It was due to collection added by : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX ( XXXX ) XXXX. It was opened on XX/XX/XXXX. Balance of {$660.00} from creditor, " XXXX XXXX XXXX XXXX. '' I immediately XXXX. It didn't take me directly to a contact and contact info was vague. So I called the one number I found. It led me to XXXX XXXX XXXX here in the town I live in. I provided my personal info to see if they had an account listed for me. They pulled up a doctor visit from XX/XX/XXXX that I had an outstanding balance of {$90.00}, but it had not gone to collections. They shared with me the dates they attempted reaching out to me from XX/XX/XXXX-XX/XX/XXXX. It was a legitimate transaction. I thought I was paid in full, but wasn't, so I paid the remaining balance. They sent me documentation of my visit there since XX/XX/XXXX that reflected I had {$0.00} balance after that payment.

I asked about the {$660.00} collection. They mentioned they had no record of it. I called XXXX XXXX XXXX. They repeated the last 4 of my social, they verified my address and name, then proceeded to tell me this was an attempt to collect a debt. They mentioned the original creditor as XXXX XXXX XXXX XXXX. They stated it was an emergency room/ambulance balance from XX/XX/XXXX. I told them I had not been to the emergency room, and I had just spoken with the facility and received documentation for all my visits. They gave me account # XXXX, then proceeded to try and collect. I told them I will contact the facility again with account info.

I contacted the number associated with XXXX XXXX XXXX XXXX on XXXX   again. I spoke with a different lady this time. I explained to her I'm in the process of closing on a home, and that I had limited time to research the collection I have on my report that's stating it's coming from their billing system. She understood and really wanted to help, so she searched the account I received from XXXX, but nothing came up. She also pulled up my info via my social. It reflected all of my visits since XX/XX/XXXX with a {$0.00} balance. There was a doctor 's visit. My doctor, XXXX XXXX XXXX on XX/XX/XXXX. It was a cash visit, much lower amount that was paid. I asked specifically about emergency room, and ambulance and she mentioned they had no record of such a visit. She stated they would have records of all, but some ER visits can go to another billing company : XXXX XXXX XXXX XXXX.  XXXX. She suggested for me to contact them.

I contacted XXXX XXXX XXXX XXXX. I got a young lady on the phone that didn't speak very well. She was very short and vague. I explained to her my challenge. I gave her the account number. She pulled it up and there it was my info. She stated I visited the ER at XXXX XXXX in XXXX, Ga on XX/XX/XXXX. At this point, my info had be given to a collection agency so she didn't have much to give other than directing me to contact XXXX. I asked her to provide me with details of dates that they contacted me about this because it was a first time I've heard of it. She had nothing directed me back to XXXX. I asked her how would I know anything about this or have an opportunity to dispute if since XX/XX/XXXX there wasn't any correspondence?

The XXXX XXXX gave me thorough details of every visit, and every attempted contact on the outstanding balance from my Doctor 's visit in XX/XX/XXXX. The rep was not helpful, so I asked for a supervisor. The supervisor, XXXX XXXX told me the only record of contact they had for me was from XX/XX/XXXX. She mentioned they tried calling the cell phone they had for me. She didn't have the number. From there it went to " XXXX. '' Whatever that is. I explained to the supervisor my issue with this, and that it is indeed fraudulent. She stated that I can dispute it. I informed her that I am limited in time for dispute, as I have qualified myself for the purchase of a home.

XXXX from XXXX XXXX XXXX stated my best option in getting this expedited is to file a police report. She told me once I filed the police report to fax it to her. I emailed it to her address : XXXX. She replied back that she received and that she was going to forward to bad debt department. She stated the process is generally 5-7 business days. I emailed police report with relevant reference number she requested on the morning of XX/XX/XXXX.

I wanted to make you all aware of this because it's very important to me. My XXXX   score went from 740s to XXXX. It's very difficult to get XXXX to update my report with correct personal info, so I know it will take much longer to remove a fraudulent collection. Can someone please follow thru on this for me or direct me to how I can get help with this, please? Thanks!

As far as my identity. I've had identity theft from XX/XX/XXXX- with apartment complex in other states I never lived in, accounts being opened up. It took me a little over a year to get all of that stuff of my name, some of it was on my report for a time and I wasn't aware because I didn't monitor my report the way I do now. I pay monthly to have alerts on my reports now and I get email notifications anytime anything happens in my name.

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 non-monetary relief