Consumer complaint received 2019-03-09
Company: Experian Information Solutions Inc.
State: KS
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:
Im contacting XXXX because my credit score was negatively impacted due to XXXX reporting late payments against me. This issue stems from when I enrolled in a new payment plan with XXXX around XX/XX/XXXX. My credit report shows late payments were reported during the month of XX/XX/XXXX for multiple loans. 

I spoke to a XXXX customer service representative over the phone before I enrolled in the payment plan ( sometime around XX/XX/XXXX ) and I was told I would continue to accrue late payments on my accounts during my 3-month probation period ( XX/XX/XXXX XX/XX/XXXX ).  I was also told during the same phone call that any late payments I accrue during my 3-month probation period would be forgiven after making my last payment on the 3rd month ( XX/XX/XXXX ) ; I would just need to contact XXXX to correct the issue. I contacted XXXXt in XX/XX/XXXXto have this issue corrected, but I was told I may need to request a review of this incident in writing. I wrote a letter to XXXX with the purpose to request an investigation into resolving my reportedXX/XX/XXXX missed payment on multiple loans, but I never received a response. 

One thing to note is during my 3-month probation period from XX/XX/XXXX XX/XX/XXXX, I was almost kicked out of the payment program due to a payment not being automatically deducted from my bank account for my 2nd payment in XX/XX/XXXX. I was able to resolve this issue with XXXX  customer service when it was found the problem was with XXXX, so I had to make a double payment inXX/XX/XXXX. Im curious to know if this missed payment is the payment being reported by XXXX. 

Due to these reasons, I believe XXXX should correct the late payments that were reported against my credit. 

I unfortunately dont remember the dates and times I called XXXX to discuss the terms of my new payment plan, so I would greatly appreciate if XXXX would look through their records to review the phone conversations I had with their customer service representative. To help narrow down the date range of the phone call Im referencing, I would recommend reviewing any calls fromXX/XX/XXXX XX/XX/XXXX; my first payment was given in XX/XX/XXXX and I made my last payment in XX/XX/XXXX. 

Overall, I believe XXXXt should correct the missed payment inXX/XX/XXXX due to a customer service representative telling me the issue would be resolved after successfully completing the 3-month probation period, which I did, and is the only reason I entered into the new payment plan arrangement. 

Unfortunately, this isnt the first time Ive had an issue with XXXX as Im still trying to get late payments which were reported during the months of XX/XX/XXXXandXX/XX/XXXX for multiple loans removed from my account, but I have yet to get confirmation from XXXX that they indeed did review my calls with their customer service representative. Instead, Ive been continuously hitting the wall with XXXX  since they only respond by stating the missed payments are accurate, even though the fault lies with XXXX. I had the ability to pay for all of my loans during the months each late payment was issued on my credit report, but XXXX never informed me of any impending or current missed payments. I even called XXXX directly and was informed I didnt owe anything, which turned out to be inaccurate. XXXX is responsible for the issues affecting my credit, yet they continuously refuse to correct their mistakes. It makes sense XXXX wouldnt want to correct their mistakes since they profit from increasing loan balances and accrued late fees. Im sure Im not the only one XXXX has treated in this manner since theyve had several class action lawsuits filed against them where it was found XXXX was at fault. Due to XXXX repeated failure to properly inform me of several missed payments currently greatly affecting my credit score I am tempted to contact my States Attorney General to inform the government of the issues Ive been having with XXXX  unless all these issues are removed from my credit report. 

If you have any questions, or require further information from me, please feel free to contact me at your convenience.

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