Consumer complaint received 2022-11-22
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
1- XXXX XXXX failed to communicate directly and timely by mail, phone, e-mail and never provided record of such communication while continue imposing service charges and various interests for XXXX  Account number XXXX, reporting it late twice to Credit Bureau while more than {$9100.00} of {$10000.00} balance already paid off. The remaining small balance of less than {$800.00} was paid in full. XXXX closed all XXXX  for all costumers while keep showing the record. It is more unfair as they closed the account which does not allow 0 balance update and lates ever fall of the record in 5 or 10 years, hence denting my credit record permanently! Outrageous abuse of my XXXX  and hit me with unfair/unjust reporting of twice late. Multiple time requested removing the history, demanded any registered mail, copy of e-mail communications, phone calls, and they failed me. XXXX is receiving regularly more than {$3000.00} payment for mortgage and HELOC from me with excellent record and no late, ever! This deliberate bias and damaging reporting purposely by XXXX on a closed XXXX  account hugely impact my credit score and my change of refinance or obtaining loans for car or new home purchase, etc... Useless call forwarded typically to overseas ( XXXX and XXXX ) ..droped calls, and hours and hours of wasted time... 

2- XXXX has systematically failed to deliver a single debit card ending # ... XXXX. Another testimony and clear example of their failure in timely communication and quality control, that well applied to debit card as well as case 1 ( above ). They failed to send new card through a secure and registered mail since I ordered one replacement of my old card that was worn out through online in XX/XX/. It was supposed to be identical card number replacement.. I followed up by many employees by days and weeks and they kept saying wait .... inactions, carelessness that resulted in increased risk and exposure of my active debit card, stress and anxiety that I suffered from many bankers, over the course of several weeks calls to XXXX, and visit to your branch in XXXX XXXX. Useless call forwarded typically to overseas ( XXXX and XXXX ) ..droped calls, and hours and hours of wasted time..even higher risk of passing personal information over the poor quality and shady controlled overseas calls. As a results, eventually themselves suggested to report that original card as stolen./ lost and issued me another call. resulted in me having to call serval vendors and change to new number, risking delays in auto pays. 

3- XXXX has systematically reported to Credit Bureau wrong balance for my mortgage account ending # XXXX. I have disputed this several times and they have wasted weeks to come back and report no change. I have demanded escalation of the correction and explanation and they took weeks and still no change. 

4- XXXX  has been outrageously and shamelessly done everything but disservice and deception, claiming they are committed to quality service, yet everything from poor quality of calls, automatically forwarding overseas, dropped call. Wors than that is numerous calls I made to connect to executive office, escalation and customer advocacy team. They failed miserably : either A ) never call back as promised B ) call back in a random and unpredictable time with no direct call back number, or C ) call back and extension that almost never ever pick up the phone D ) even using internal paging or call to bring 3-way calls fail. It is nothing but shameless, irresponsible, apathic executive leadership and members who claim all from executive or president office, but fail to know each other, fail to follow up, fail to provide their full name or employee number, and fail to connect you with their supervisor, leaving customer like me after 22- years stranded, helpless, frustrated, and angry, and left with unresolved issues.

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