Consumer complaint received 2023-11-26
Company: Experian Information Solutions Inc.
State: PA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Prior to this incident my credit score was a XXXX. I have never been late with any creditor. I have been a long standing customer with XXXX XXXX XXXX XXXX XXXX XXXX since XX/XX/XXXX. I have not used my XXXX  credit card or have not logged into their website since XXXX timeframe given I do not actively use this card. Furthermore, I requested a XXXX replacement card in the mail back in XXXX since it was lost. Since I do not actively use the card I was unaware a outside company could charge my account. A charge was placed on my account unbeknownst to me for {$180.00}. XXXX sent letter to my home address mid XXXX which I received on Thursday, XX/XX/XXXX, about the charge and I immediately paid that same day as a result of that letter. There was no prior letter sent to my home or courtesy call made by XXXX. The physical card was not used for this transaction and appears to be a yearly charge for supplemental water/sewer line insurance ( XXXX XXXX reference XXXX XXXX and XXXX ). I called this company and told them they do not have authorization to auto charge my account. 

Additionally, on XX/XX/XXXX, I immediately called and spoke to XXXX customer service representative who informed me there was no credit late reporting and as soon as the payment posted, they would waive the late fee. XXXX XXXX also did not show credit was impacted at this time. The associate informed me to wait 5 days to show it was reflected on my account. I then proceeded to call back on Monday, XX/XX/XXXX, and spoke to another representative who informed me the prior representative never processed my request and did nothing with it. The new representative then proceeded to fix the account on my behalf and late fees were removed. 

On XX/XX/XXXX, XXXX XXXX then showed a credit hit ( which it previously did not ) and that my score that was at XXXX had now dropped a XXXX points. I proceeded to call XXXX again on XX/XX/XXXX, waited on hold for XXXX minutes, and spoke to a new representative who submitted a request to correct my credit which did not contain all the details listed above. I did not trust this process given the above inconsistencies, therefore, I reached out to XXXX  via their XXXX XXXX because I wanted to send a formal letter myself to dispute the late credit reporting to give all the details. XXXX gave me an address to send a formal notice to XXXX XXXX XXXX, XXXX XXXX, TX XXXX. The letter i mailed just came back on XX/XX/XXXX stating " not delivered as addressed- unable to forward ''. I also got letter from XXXX saying they would not correct my credit since they do not have all the details. I reached out again to XXXX  for the correct mailing address and they said someone would be in contact with my on XX/XX/XXXX and still have not heard from them. 

I am filing a formal complaint with CFPB to get this remediated once and for all given I can not tolerate the inconsistent handling and misinformation from XXXX any longer.

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