Consumer complaint received 2017-11-28
Company: Experian Information Solutions Inc.
State: CA
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: Was not notified of investigation status or results

Complaint:
XX/XX/XXXX - PRESUMED LOAN WAS FRAUD ( I had two loans for {$10000.00} - one of which was unbeknownst to me. The loans were applied for around the same time ; one of which I had approved, the other I had did not know about, did not receive funds of any sort until in XX/XX/XXXX when the company called re : a late payment. I needed to investigate - between XXXX XXXX and XXXX XXXX - which was the case of ID Theft. My estranged husband had used my identity to open an unauthorized loan. Since he handled all finances prior to our separation, I did not know the true company name and the associated loan I HAD authorized vs. the one I had n't. 


On XX/XX/XXXX, I started my investigation with both companies. 
I filed an XXXX Police Report - Police Report Number : XXXX I filed an ID Theft Report with the Federal Trade Commission. 
I placed a 7-year fraud alert and an freeze on all three major credit reports. 

As it relates to XXXX XXXX - the agency I 'm filing a complaint against : XX/XX/XXXX @ XXXX XXXX Called XXXX XXXX ( XXXX ) XXXX s/w XXXX ID Case filed on XX/XX/XXXX and not on XX/XX/XXXX Reiterated this is a ID Theft and Fraudulent case and I have no intention of ( a ) paying it or ( b ) having it negatively impact my credit. My entire goal is to not have the account show on my credit report, be it negative reportings, late payments, etc. This account is not my responsibility. 

She confirmed : APPLICATION SUBMITTED ELECTRONICALLY : XX/XX/XXXX ( date da went into the hospital ) ELECTRONIC SIGNATURE NO REAL SIGNATURE WAS SUBMITTED I asked the time the application was submitted she had no answer. 
She said management was in a meeting and will call me back within 24-hours. Then she said management will relay the information to her and SHE will call me back within 24-hours. I told her if I dont hear back, I will contact HER in 24-hours. 
I reiterated ( as in my emails ) I am unable to speak weekdays XXXX XXXX XXXX as I work. L/M and I will get back ASAP. 

XXXX XXXX XXXX XXXX L/M for me on ( XXXX ) XXXX HIs Number : ( XXXX ) XXXX Vague message. Asked me to call back. 
I called back, after work, at XXXX XXXX and L/M that I will try him again when I have a free moment tomorrow and that he can always email me too. 
I followed both conversations with an email to XXXX as this is the only email address I have. 

I asked XXXX XXXX, both in writing and telephonically on several occasions to provide copies of statements, application, etc. - everything I did n't have that was under my name. I received - to this date - nothing. 

XXXX XXXX of XXXX XXXX called and played a recording of me authorizing the loan. 
I told XXXX XXXX I needed to further investigate against the second loan company to be sure I/they had correct information. I was still unclear on which loan as the authorized one. 

I waited for documents from XXXX XXXX giving me the next step to finalizing the ID Theft case ; I never received any conclusive mailing from them. 
As of note, I have never undergone this sort of process and was n't sure how to proceed forward, but by the direction of the lender. I received nothing from them ; I never received any of the documents that, by law, they are to provide me with when an ID Theft case has been filed. 

XX/XX/XXXX @ XXXX XXXX L/M 2nd message for XXXX XXXX  Called in and spoke with XXXX : ( XXXX ) XXXX s/w XXXX XXXX : Played a recording of XXXX approving the loan to pay off car loan Need dates and times of all phone calls prior to the funds being deposited. 

XX/XX/XXXX @ XXXX XXXX Called into XXXX XXXX ( XXXX ) XXXX s/w XXXX XXXX - XXXX XXXX placed on the account ; I asked XXXX to note that I dont want anyone speaking on this account but me. I did ask for extra security ( i.e. a security code and/or word to be asked each time I called in, but XXXX XXXX doesnt carry such measures. ) XXXX, in turn, put an alert in the comments of this account as to the aforementioned security measures. 
- All information that was set up, at the fruition of the account, was changed to my name and information, including : o ADDRESS o EMAIL ADDRESS o TELEPHONE NUMBER WAS ALWAYS : ( XXXX ) XXXX o SECURITY LOG IN INFORMATION XXXX XXXX PORTAL o SECURITY LOG IN QUESTIONS XXXX XXXX PORTAL - All payments from XX/XX/XXXX initial payment to XX/XX/XXXX were made from account : o XXXX XXXX : XXXX JOINT ACCOUNT o On XX/XX/XXXX, payments were changed to be made from account ending in XXXX XXXX XXXX ACCOUNT o SEE AMORTIZATION REPORT FOR PAYMENT DATES AND AMOUNTS o XX/XX/XXXX AN ADDITIONAL PAYMENT OF {$4000.00} WAS MADE WIRED FROM ACCOUNT ENDING IN XXXX XXXX XXXX  ACCOUNT. 
o AS OF XX/XX/XXXX AMOUNT OWED ON ACCOUNT IS : {$3600.00} o NEED TO VERIFY ONE MORE TIME PORTAL : XXXX XX/XX/XXXX @ XXXX XXXX L/M for XXXX XXXX when he had n't returned my calls ( XXXX ) XXXX Need more information! 
All the red highlights, above, need answers. 
Need original application. 
Need his help in getting to the bottom of it all. 
L/M that the recording needs dates and times and how many times did they call? 
Im investigating this case with XXXX, Federal Trade Commission, and want to hold the correct person responsible for the debt. 
I made sure he knew that XXXX XXXX helped me with placing max security on this account ; with changing all log in information ; all contact information, which were set up and did not belong to me. 

Waiting for a call back. 

Never received any information, written or otherwise from XXXX XXXX until XX/XX/XXXX -la collection letter. It is to be noted, I NEVER received a conclusive letter to the original ID Theft case. XXXX XXXX was completely non communicative ; I needed and still need to constantly chase them to resolve this account. 

XXXX XXXX L/M ON XX/XX/XXXX AFTER HAVING RECEIVED XX/XX/XXXX comuinication. 
XX/XX/XXXX XXXX XXXX : L/M FOR XXXX XXXX RETURNING HIS PHONE CALL XX/XX/XXXX : XXXX  called back ; we discussed a bit the account and I made sure he knew that at this point - after having done my own investigation between them and XXXX XXXX - I had determined the correct loan agency that was unauthorized. I wanted now, on my own accord, settle whatever amount I owed them and close the account. ( I am also dealing with XXXX XXXX and have filed an ID Theft case with them - the correct agency that the loan was unauthorized. ) XXXX XXXX told me that he is going to have XXXX, supervisor to XXXX, call back to settle account. 

I did n't hear back from anyone. 
XX/XX/XXXX about XXXX XXXX : L/M for XXXX XXXX that I had not heard back from XXXX or anyone to settle the account. 

XX/XX/XXXX XXXX XXXX : XXXX called me to discuss case. I explained the process of my investigation ; I asked for positive reporting and that once that was accomplished I would pay off the loan. 
{$3800.00} total as of XX/XX/XXXX.

I did not know that through the process of investigating the fraud I was being reported negatively by XXXX XXXX. Had I known that, had I received any communication from XXXX XXXX  regarding the outcome of the investigation, I would have closed the account forthwith, without any negative impact on my credit report. 

On XX/XX/XXXX, I discovered my credit had been negatively reported all the while I was investigating the two companies, with absolutely no support from either. I had no idea XXXX XXXX was trying to collect a debt, through the investigation, until XX/XX/XXXX when I received a collection notice and then having spoken with XXXX. 

I told XXXX that I would only pay off the balance I owed if they corrected their malfeasance and abided to their due diligence. I absolutely feel wronged - and because of my own ignorance of this process and by no notification/direction of any sort from XXXX XXXX, my credit has been impacted negatively. 

XXXX - on XX/XX/XXXX, post our conversation - was going to s/w a supervisor and call back. 

XXXX called back 10 minutes later and notified me that there is nothing they can do and they had, these past few months when the case was being investigated, reported negatively. 

I explained to her again the process of my investigation. I asked that she have a supervisor contact me. 

It is XX/XX/XXXX and I have yet to receive a call back from anyone. 
And each day, per diem, my balance increases with XXXX XXXX. Because of their non-communication, from the beginning of this investigation, to now, when I 'm actually wanting to pay off the balance and close the account, positively, they still will not return phone calls and communicate effectively - telephonically or via mail. And every day the balance goes up by no fault of my own. 


I 'm reporting XXXX XXXX ' unethical and unjust manipulation of a common consumer.

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