Consumer complaint received 2019-08-21
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
XX/XX/XXXX - Opened Loan with XXXX XXXX XXXX XXXX (XXXX)Original terms: $XXXX / month for 72 monthsXX/XX/XXXX - Involved in a car accident that resulted in the asset being totaled. The insurance company paid for the value of the car but still owed $XXXX. Called XXXX and was told the loan would be transferred to Lost Recovery with no option for negotiation. Was told negotiation would need to be handled there.Called Lost Recovery and stated that I would like to not miss any months of payment, and would like to continue paying the loan under the original terms until the balance was $XXXX. XXXX   agreed, was told that so long as I made the payments on time and in full, that the loan account status would not turn into a charge-off.XX/XX/XXXX - XX/XX/XXXX, continued to make payments of $XXXX (original monthly payment: $XXXX) until $XXXX  balance. Completed the final payment over the phone to XXXX Lost Recovery and was told that I would send a letter that my account was paid-in-full and in good standing and the results would be reported to the credit bureaus.XX/XX/XXXX: I never received said letter to my address and the credit bureaus reported a charge-off.Called XXXX onXX/XX/XXXX, at XXXX:XXXX  XXXX. Duration: 9min 56sec. Requested a reason the charge-off was reported when the original agreement was that it would not list as a charge-off so long as I paid the account on-time and in-full. The agent informed me that the bureaus were slow to update their information and they would put in a request to remove it.XX/XX/XXXX - Information was updated to correct info and account was in good standing.XX/XX/XXXX - Credit monitoring informs me that there was an update to my XXXX account. Shows the account is now OPEN with a balance of $XXXX. No affect to credit score, but now shows incorrect information. Dispute it with Experian on XX/XX/XXXX. Results recieved on XX/XX/XXXX now show that XXXX reported it now as a charge-off, closed and amount written off $XXXX. Again, the wrong information.Called XXXX  on XX/XX/XXXX at XXXX:XXXX XXXX. Duration: 21 minutes, 3 seconds. Requested a letter on the status of the account. Was told again that the bureaus are slow to update their information and it could be up to 60 days for them to update my reports.The neighbor in my complex contacted management that they received someone else's mail on XX/XX/XXXX. Management contacted me as my name is on file. XXXX put unit "XXXX" in both the street number and unit. On my portal, my correct address was listed with the correct address. XXXX Lost Recovery sent MY sensitive credit information to the wrong address. The letter could have very well never reached me if my apartment management wasn't able to handle this situation.Called XXXX  on XX/XX/XXXX at XXXX:XXXX XXXX. Duration: 8 minutes, 36 seconds. Was told that I could not speak with Lost Recovery as they were closed that day (Sunday).Dispute with Experian on XX/XX/XXXX. Upload letter, but Experian states that the information was already updated and I would need to consult with the lender.

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