Consumer complaint received 2021-09-10
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
First off, this is NOT a complaint. This is a demand that a correction be made for an error that XXXX XXXX  has made. 

Back on XX/XX/2020 my husband was involved in an almost fatal accident while I was 9 months pregnant. The car was deemed a total loss and we were so thankful that he was okay despite the terrible circumstances. We contacted our insurance company that next morning as the accident happened in the middle of the night when my husband was driving home from work. They began working on the case immediately and the insurance adjustor deemed the car a total loss within a few days. My insurance agent contacted XXXX XXXX  and sent the payment XX/XX/2020. 

Prior to this, I made a phone call XX/XX/2020, the next morning after the accident, and I was advised by a XXXX XXXX  Customer Service Representative not to pay as our due date for payments was the XXXX of every month and to contact the total loss department. Our insurance agent did just that, since customers are not allowed to talk to the Total Loss Department. 

Prior to this accident, we paid on time, every single time, even though we only had the truck for a few months. 

Not only did I not receive ANY INFORMATION regarding my account, I did not receive statements, and my online account was deleted. There was no way for me to be updated regarding my account, and no way of knowing that something was wrong. Around the first week of XXXX I received a letter saying it was a charge off account, which was a complete shock, considering this was supposed to have already been handled and completed by XX/XX/2020. 

My insurance agent has sent over the appropriate paper work numerous times to only be told that XXXX XXXX  never received it. She also sent the insurance check THREE TIMES and XXXX XXXX  has rejected it. If XXXX XXXX  would have accepted the check the first time around, then this wouldve been settled back in XXXX of XXXX. XXXX XXXX  CAN NOT penalize me, the customer, for something that was their fault in lack of organization and communication. 

TOTAL LOSS ACCOUNTS DO NOT GO TO CHARGE OFF. 

We were told that once again last week by the Total Loss Department. If XXXX XXXX  knew that my account was being dealt with in the Total Loss Department back in XX/XX/2020, WHY IN THE WORLD would they send it to be charged off? This is a complete and utter failure in communication, training, and organization from a company that is supposed to be held at the highest esteem. 

Now I am in need of a car and can not get one because of XXXX XXXX  mistake. My credit went from a XXXX to a XXXX for a reason that is NOT MY FAULT. 

It has my blood boiling that it has been absolutely impossible to get this resolved in matter of 10 months, going on 11 months now. Not only has this situation been extremely frustrating, I am continually having to relive the traumatic experience in almost losing my husband while being 9 months pregnant. How much is a life worth to you, XXXX XXXX?? 

I have been run around by countless different employees, where no one has the answer and according to them, I am always in the wrong, especially in the Consumer Recovery Department where the representatives have told me incorrect information and have not delved in deeper to find a solution. 

I have never dealt with a company so unorganized with employees so rude. Sadly, I will be telling everyone to not bank with XXXX XXXX  because of this headache of a situation I am in that is NOT MY FAULT. 

I am looking for this to be corrected immediately. I am being held captive by a company that is unwilling to do what is right.

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