Consumer complaint received 2023-05-22
Company: Experian Information Solutions Inc.
State: WA
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 XXXX XXXX XXXX XXXX XXXX  XXXX XXXX through the app ) regarding late payments caused by an autopay setup failure for a XXXX  XXXX XXXX ccredit card. Customer service agent promised that, upon payment, late fees would be refunded and the late payment would not be reported to credit. 

XX/XX/XXXX - Applied to auto insurance with XXXX, and discovered that my credit score was down by 100 points due to a reported late payment. 

XX/XX/XXXX XXXX - Called XXXX XXXX XXXX XXXX through the app ) to inquire why the late payment had not been handled, was told that the previous customer service representative had never filed the process not to report the late payment to credit agencies. Again, the customer service representative promised that the forms to fix the issues were filed. 

XX/XX/XXXX XXXX to XXXX - called several times from numbers from the mobile app and website, could not get connected with an agent. 

XX/XX/XXXX XXXX - Called XXXX XXXX  XXXX XXXX XXXX ) to inquire why the late payment had not been handled, was told that the previous customer service representative had never filed the process not to report the late payment to credit agencies. Again, the customer service representative promised that the forms to fix the issues were filed. 

Got re-connected, on the same call, to another customer service representative ( an " escalations manager '' named XXXX XXXX who gave the number XXXX to follow-up with ), and again was told that the previous customer service representative had never filed the process not to report the late payment to credit agencies. Again, the customer service representative promised that the forms to fix the issues were filed. 

XX/XX/XXXX XXXX - Called XXXX XXXXXXXX XXXX XXXX through XXXX ) to inquire why the late payment had not been handled, was told that the previous customer service representative had never filed the process not to report the late payment to credit agencies. Again, the customer service representative promised that the forms to fix the issues were filed. 

This time, however, I also discovered that I didn't actually even get the late fees refunded as promised, but rather, that XXXX XXXX XXXX had instead drawn the payment from my checking account twice without authorization - we had only given authorization for a single payment. This was an un-authorized payment of {$220.00} being taken from my checking account by XXXX XXXX XXXX, applied to the credit card, putting my current balance on the card at $ XXXX ( i.e. {$210.00} needing refunding ). These payments were taken on XX/XX/XXXX ( {$220.00} ) and XX/XX/XXXX ( {$220.00} ). 

XXXX re-connected to another customer service representative ( an " escalations XXXX '' named XXXX XXXX '' ). Again, the customer service representative promised that the forms to fix the issues were filed.

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