Consumer complaint received 2023-02-15
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am writing to file a complaint regarding the XXXX late payment report on my credit report by XXXX XXXX XXXX which I believe was done illegally. I strongly believe that the report is false and caused by issues on XXXX XXXX end. I request that the late payment report be removed from my credit report immediately. 

There are multiple reasons to support my claim. Firstly, I was locked out of my account by XXXX XXXX when I created a new XXXX XXXX address, and they couldnt provide me with a way to access my account online or update my email/XXXX XXXX address on the account. This caused me to miss seeing unauthorized charges made to my account and the ability to update my bank information to pay the account in full and close it. 

Secondly, I paid off the card in full on XX/XX/2022 ( before my XXXXXXXX XXXX was changed ), assuming that the card would be at {$0.00}. I canceled all my subscriptions and updated all my payments to other credit cards. However, I kept being charged for subscriptions I did not recognize or that were canceled, Experian {$24.00}, and XXXX  for {$9.00}, charging me without authorization a total amount of {$34.00} for 7 months ( XXXX ). Since I couldnt access my account, I wasnt aware of these charges, which led to a late payment. 

Thirdly, I reached out to XXXX XXXX via XXXX XXXX and phone calls on XX/XX/XXXX, XXXX, and XX/XX/XXXX, explaining that I wanted to access my account. I explained to them that I had switched to a new XXXXXXXX XXXX account, but they told me that they couldn't help me update the account. Eventually, I was able to recover my old account through XXXX and gain access to the XXXX XXXX portal, but by then, it was too late. I scheduled payment on XX/XX/XXXX via the online portal, and although I told the representative my situation ( on XX/XX/XXXX prior to the 30-day late report ), and since he couldnt help me access the account, I told him that I would try to recover access through XXXX  and just to note it and not report me because of that circumstance. One day later, payment was scheduled, but they still reported me late. 

I strongly believe that XXXX XXXX negligence in creating a proper portal and system for users has caused me great damage to my financial reports. They have not covered the scenario where users of their credit card may change XXXXXXXX XXXXs in the future, and they should offer access or the option to update the email/XXXXXXXX XXXX As a result, I seek the removal of the 30-day late payment report from my credit report. 

I do not seek any fee reimbursement, only the removal of the late payment report from my credit report. I believe that this late payment report was made illegally and without proper justification. I would appreciate a prompt resolution to this issue. Please contact me if you require any further information or documentation. 

Thank you for your time and consideration.

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