Consumer complaint received 2022-10-07
Company: Experian Information Solutions Inc.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
I am filing a complaint to dispute a debt from XXXX XXXX. XXXX XXXX states I owe {$69.00} for services rendered XXXX to XX/XX/XXXX. However, I did not receive services from XXXX XXXX after XXXX XX/XX/XXXX and the debt amount is inaccurate. 

I lived at XXXX XXXX XXXX XXXX # XXXX, XXXX, TX until XXXX XX/XX/XXXX. I received military orders to a new installation and set discontinuation of services for accounts associated with that address. I informed my electricity company, XXXX, to terminate services on XXXX XX/XX/XXXX. I paid all bills on-time, including my final bill on XX/XX/XXXX. However, XXXX XXXX bought XXXX, and the companies transitioned from XXXX to XXXX XX/XX/XXXX. Accordingly, I created an account with XXXX XXXX on XXXX XX/XX/XXXX. I communicated my discontinuation of services for XXXX XX/XX/XXXX to XXXX XXXX. At that time, XXXX XXXX would close my account and the electric provider would switch to XXXX XXXX under the apartment complex, The XXXX at XXXX. On XXXX XX/XX/XXXX, I received an email from XXXX stating a final bill was available ; however, XXXX already provided me with a final bill for utilities closeout on XXXX XX/XX/XXXX. When I logged on to my XXXX XXXX account, it said my account balance was {$0.00}. When I went to the payment screen, it reflected the {$0.00} as well. 

Upon vacating my apartment, I set up mail forwarding with USPS. My current address was also reflected on my credit report on XXXX XX/XX/XXXX. 

On XXXX XX/XX/XXXX, I received an alert from a credit monitoring service that I had a major derogatory mark on my credit report. When I reviewed the information, I did not recognize the collection agency, the vendor, or the amount owed. On XXXX XX/XX/XXXX, I called XXXX to inquire about the collection account. XXXX informed me that the vendor is XXXX XXXX XXXX and XXXX XXXX XXXX {$69.00} for a period of service from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. XXXX asked me if I received any information in the mail. I did not. XXXX did not have my new address on file. 

After calling XXXX, in attempts to resolve the dispute. I tried reaching XXXX XXXX. I couldnt reach XXXX XXXX after business hours nor could I log on to my XXXX XXXX account online, as it was terminated. I called XXXX XXXX during business hours on XXXX XX/XX/XXXX. XXXX XXXX stated I received service until XXXX XX/XX/XXXX. I explained that I moved out XX/XX/XXXX and had previously requested discontinuation of service, but they said I still owed {$69.00} for services rendered through XX/XX/XXXX. I asked them to provide the bill, which they said they would not. I asked them again to mail or email a bill. They refused. I asked them what would happen if I paid the debt, and the service representative said they would inform the collection agency and credit bureaus of the paid debt within 30 days. I asked them to provide an overview of the process in writing, either electronically or print, but they said they could not provide that information. They informed me there was no action they could take until I paid the debt. They asked me to make payment to them or the collections agency. I asked to discuss this with another customer service agent or the billing department. I was told there is no direct line to the billing department and there was no one else I could talk to about my situation. They reminded me my case could not be escalated or further evaluated until I paid the debt. 

Next, I called my previous apartment complex, The XXXX at XXXX. They received no bills or collection notices after my departure on XXXX XX/XX/XXXX. They explained that once a resident moves out and electric services are terminated, the unit is added to their XXXX XXXX account automatically. They noted the apartment was vacant from XXXX XX/XX/XXXX until XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX, the new resident selected a new energy provider. 

Currently, my XXXX and XXXX credit reports do not reflect the collection account, but my Experian credit report reflects the collection account with the following information : Date opened : XX/XX/XXXX ; Status updated : XX/XX/XXXX ; Terms : 1 month ; XX/XX/XXXX : XXXX XXXX Overall, I dispute the debt of {$69.00} to XXXX XXXX as I did not receive electricity services from them from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. I did not elect to enroll in paperless billing with XXXX XXXX, I did not receive any notices about an unpaid balance from XXXX XXXX nor XXXX. A fair resolution would be for the debt to be disputed, the collections account closed and removed from my credit report, and a new balance calculated for any services that may have been rendered from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX communicated in writing via mail, with a term of 30 days for payment in full. I have never been late on a payment on any of my past or current accounts. Once the credit monitoring service alerted me of the debt on XXXX XX/XX/XXXX, I have worked and researched tirelessly to identify the timeline above, communicate with XXXX and the CFPB, and resolve the dispute with XXXX XXXX.

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