Consumer complaint received 2018-09-27
Company: Experian Information Solutions Inc.
State: MT
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:
As of XX/XX/XXXX I have been negligently dealt with by XXXX  XXXX XXXX and all of the credit bureaus on numerous occasions. In XXXX I refinanced my home, and XXXX XXXX ( lender ) sent a payoff to XXXX   XXXX XXXX in a timely manor to pay off the amount. ( Attached is proof from the title company of payment being sent out and clearing date ) XXXX  XXXX XXXX processed the payment three days after the payment due date and a late fee was administered after the account was paid off and closed. No formal contact was made in the way of e-mail, phone calls or letter to myself or XXXX XXXX over the fee. Over the next five months, the late fee gained interest to a balance over {$200.00}. The amount was reported to the credit bureaus and in doing so, my credit score plummeted. It was not until XXXX that a credit report revealed the 90+ late on a zero balance and was paid off in XXXX of XXXX. 

Since XXXX of XXXX, I have filed formal disputes 3 times with the Bank to reverse a 90+ day late, zero balance on my credit report. On the first dispute in XX/XX/XXXX, there was contact between XXXX XXXX  and XXXX  XXXX XXXX about the mishap and it was deemed a bank error. There was agreement from XXXX XXXX XXXX that the 90+ day late report would be taken off the report. There was no instruction  from XXXX XXXX XXXX that any further proof or writing was needed from me and that everything would be removed from the report in 60 days. In XXXX of XXXX upon a credit inquiry, I discovered the 90+ day late was in fact not removed from the credit report and that the XXXX XXXX XXXX did not even formerly get the dispute to the credit bureaus to be removed. ( I found this out by calling and asking all of the credit bureaus.. I then filed investigations to have the score moved via the credit bureaus to XXXX XXXX XXXX.. 

As of XX/XX/XXXX after hearing back from only one credit bureau ( vague letter attached from Experian ), again, upon credit inquiry, I had discovered yet again that the score had not been restored to it former state. Not only had I not heard back from any of the bureaus apart from one, but I was not even administered a confirmation or dispute number to check the progress of my investigations apart from Experian. XX/XX/XXXX, I called back to XXXX XXXX XXXX and was told that they could not go back into my records that far, and to file another investigation/dispute through the bureaus ... I called back five minutes later and was transferred to a gentlemen that had access to my records dating further back than 60 days. He said that he would submit a 3rd dispute on behalf of XXXX XXXX XXXX to have the 90+ day report removed in my favor, and ensured it was sent out to all bureaus. I also asked for a letter stating as proof that the Bank was in favor of reversing my late report. ( Letter attached ). The letter was sent to me XX/XX/XXXX and is also in my record on my account at XXXX XXXX XXXX. I checked back within 60 days to the bureaus ( the bureaus that I could actually get through to talk to someone with ) and discovered XXXX XXXX XXXX has not only NOT been in contact with any of the bureaus ( in the way of filing a dispute ) but that when the credit bureaus contacted them back in XXXX when I had asked, and that XXXX  XXXX XXXX declined the investigation asking to have the 90+ late removed, because the late fee was legit. Despite having all of my notes and having proof that the late fee should not be something the card holders credit would be affected by. I called back this last Monday XX/XX/XXXX to ask XXXX  XXXX XXXX what I would need to do to finally get the 90+ day late report removed. They sent me to a supervisor only to be transferred again to someone who was a account specialist. Upon reaching the specialist I was hung up on and not callled back. I immediately called back and went through the whole process again. I spoke to a woman who would not give me her name or contact info. We spent Time looking though my account to see that what happened and why the Bank would not reverse my report. She said in the end that XXXX XXXX is responsible for reversing my report and that XXXX XXXX XXXX will no longer be responsible for the handling of my disputes. I have attached proof that XXXX XXXX will not be handling -or able to handle- disputes on my behalf ( text messages from XXXX XXXX , mortgage Vice President at XXXX XXXX ) they stated they could not handle the dispute because they did not file the late report to the bureaus. All in all, I am looking for just and swift action. Not just response from XXXX XXXX XXXX, but action in my favor, for the hours spent and life inflicted upon by XXXX  XXXX XXXX and the credit bureaus. Legal action will be taken next for two years of obtaining loans with higher interest rates and ruining my credit score that was excellent before all of this miss ensued if the 90+ day late is not removed from my credit score.

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