Consumer complaint received 2018-06-23
Company: Experian Information Solutions Inc.
State: NY
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:
XXXX XXXX XXXX Account Reported Closed and has {$100.00} Credit Limit. 

The company is a nightmare to deal with I also have a XXXX XXXX Account with them same {$100.00} credit limit but the account is open. 
They mischarged me back in XXXX for a late fee and refused to credit me even though I was a paying customer and rarely late, we went back and forth and they refused to credit me, then I received info that I had a {$100.00} credit limit so I thought they just lowered the credit limit but didn't close it. I received an email from XXXX XXXX because I have been working on fixing my credit after a divorce. They asked if the account was closed, I reached out to XXXX on XX/XX/XXXX and asked how I could have a {$100.00} credit line on a closed account, they replied back the account was closed in XXXX and notified the credit reporting agency on XX/XX/XXXX. That was it, then I asked why the account had a {$100.00} limit if it was closed, and if that is the case could they notify the credit reporting agency and leave the account open, they didn't say yes or no but keep sending pre worded responses that don't make sense. I have the email correspondence below.Please read from the bottom up. 

I would like the credit limit of {$100.00} with the account open and them to notify the credit bureau so it doesn't negatively impact my credit. OR if they can't do that then keep the account closed and cancel the card with no credit limit ( like the XXXX XXXX account ), but they can't have both. 

From : XXXX XXXXSent : Saturday, XX/XX/XXXX XXXX XXXX ( ET ) To : YouSubject : Re : Credit Bureau ReportingMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXXXXXX XXXX issues your account and responds to all credit related inquiries. 

I apologize for any inconvenience you've experienced with your account. 
It's our goal to provide superior customer service, and we'll use your feedback to improve our customer care interactions. 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- I will be reporting you to the credit bureau.

This doesn't make sense and extremely dishonest.

From : YouSent : Friday, XX/XX/XXXX XXXX XXXX ( ET ) To : Comenity BankSubject : Re : Credit Bureau ReportingMessage XXXX I will be reporting you to the credit bureau. 
This doesn't make sense and extremely dishonest. 

From : XXXX XXXXSent : Wednesday, XX/XX/2018 XXXX XXXX ( ET ) To : YouSubject : Re : Credit Bureau ReportingMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXX XXXX issues your account and responds to all credit related inquiries. 

I'm happy to answer your questions today. Your account was closed on XX/XX/2018, and reported to the national credit reporting agencies as closed per your request on XX/XX/XXXX. 

Although you requested your account closed, I hope that you will continue to shop with XXXX XXXX XXXX. I value you as a customer and would like to invite you to apply for a new credit card account in the future. 

We value you as a customer, and we strive to provide you the best possible service. In order for us to resolve this matter, please call XXXX as soon as possible. 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Ok if my credit limit is {$100.00} then why did you report the account closed to credit reporting? 

See you can't have a credit limit on a closed account ... correct? 

A closed account can't have a credit limit correct? 

So is the account open with a credit limit? If so PLEASE tell the credit reporting company so they can update my account info. 

Its not that hard right? 

From : YouSent : Wednesday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX XXXXSubject : Re : Credit Bureau ReportingMessage ID:XXXX Ok if my credit limit is {$100.00} then why did you report the account closed to credit reporting? 

See you can't have a credit limit on a closed account ... correct? 

A closed account can't have a credit limit correct? 

So is the account open with a credit limit? If so PLEASE tell the credit reporting company so they can update my account info. 

Its not that hard right? 

From : XXXX XXXXSent : Tuesday, XX/XX/XXXX XXXX XXXX  ( ET ) To : YouSubject : Re : Credit Bureau ReportingMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXXXXXX XXXX issues your account and responds to all credit related inquiries. 

We apologize for any inconvenience or confusion you may have recently experienced with your account. On XX/XX/XXXX, your credit limit was reduced to a total of {$100.00} based on information provided to our Bank by the credit reporting agencies. A credit limit decrease occurred on the account because we were notified by the credit reporting agencies that there had been a significant change in your credit bureau score. A letter was mailed to you on XX/XX/XXXX to notify you of this change. If you have any questions regarding the information in your credit bureau report, you may contact the credit reporting agencies at the below mentioned details : Experian : XXXX XXXX : XXXX XXXX XXXX : XXXX We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- So what is the {$100.00} credit limit if it is closed?

It negatively impacted my credit report is there a way to reactivate this account and notify the credit bureau that it is still opened?

From : YouSent : Tuesday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX XXXXSubject : Re : Credit Bureau ReportingMessage ID:XXXX So what is the {$100.00} credit limit if it is closed? 
It negatively impacted my credit report is there a way to reactivate this account and notify the credit bureau that it is still opened? 

From : XXXX XXXXSent : Tuesday, XX/XX/XXXX XXXX XXXX  ( ET ) To : YouSubject : Re : Credit Bureau ReportingMessage ID:XXXX Thank you for your recent inquiry to our Customer Care Department . 
XXXX XXXX issues your account and responds to all credit related inquiries. 

I'm happy to answer your questions today. Your account was closed on XX/XX/XXXX, and reported to the national credit reporting agencies as closed per your request on XX/XX/XXXX. 

Although you requested your account closed, I hope that you will continue to shop with XXXX XXXX XXXX. I value you as a customer and would like to invite you to apply for a new credit card account in the future. So that we can better assist you regarding online account, we ask that you contact us by phone at XXXX. 

We hope this information is helpful. For the security of your account information, we ask if there are any follow up questions you have related to this concern, please click on the reply button. 


Sincerely, XXXX XXXX Internet Customer Care Team Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- Good Afternoon, You reported to the credit bureau that this account is closed and it shows there is a credit limit of {$100.00}. 

Please advise and confirm the status of this account. 

Thank you. 

From : YouSent : Monday, XX/XX/XXXX XXXX XXXX ( ET ) To : XXXX XXXXSubject : Credit Bureau ReportingMessage ID:XXXX Good Afternoon, You reported to the credit bureau that this account is closed and it shows there is a credit limit of {$100.00}. 

Please advise and confirm the status of this account. 

Thank you.

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