Consumer complaint received 2020-06-15
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 wanted to reach out to the FTC and the CFBP with the horrible experience I have had with XXXX  XXXX. My wife and I are concerned now that with Covid 19 if XXXX XXXX Auto using a similar system for this disaster that they have for fraud victims and victims of floods and Hurricanes in the past. Our second loan which was for a length of 6 years was opened in XXXX of XXXX. We would have issues for the next 8 years because of XXXX System Changes and from reps not taking notes. We assumed they just thought we were lying in some instances because of XXXX XXXX Main cliental during that time. This loan was set up to be paid twice a month. However, they set the dates in a way their system in XXXX would accept it as ok when really it was late. In other words, say we paid on the XXXX and XXXX, but the loan was due on the XXXX. For the first few years the system used saw that as ok. However, as they upgraded and changed security measures and accounting programs. To our knowledge, only dealer services and the settlement department can see this older system, notes and payments. What reports to XXXX  and Experian and what collections, customer service and fraud can see at XXXX XXXX is only what is in the new system Which is missing many payments and has almost no notes at all. I filed a police report and FTC complaint in XX/XX/XXXX about fall of XXXX and XXXX. When a payment was returned to XXXX  XXXX, I was told I could only make payments to a different System? So, I had to send payments by XXXX or XXXX XXXX. I tried to say they had. security leak because only 1 company had that phone number and that bank, and it was them. I was laughed at. No notes were taken, and I guess they thought I was lying. Just as I was allowed to make payments in the main system to the main address again. Then flood hit XXXX, Texas ion XXXX XXXX. So, we made an arrangement on both cars. This was not noted, etc. by the rep. The same occurred in XX/XX/XXXX flood in XXXX, Texas. BY this time XXXX XXXX had done some system updated. I tried to update my info a few times it never worked. But after the Hurricane Matthew hit XXXX a rep finally put notes on the account. This was confirmed on the phone verbally on XX/XX/XXXX by a rep in dealer services at XXXX XXXX. He also stated the new system stamped all over the notes. He could see hardly nothing above. Did XXXX get paid for a write off when I paid them also. Nothing should be reported negative past XXXX. We paid per agreement in XXXX to XXXX. We were Ignored when their company leaked our info out in XXXX. 
No notes saying why we had to pay by XXXXXXXX XXXX after fraud and returned check. The rep did the wrong thing in XXXX and there were no notes. He or she moved the loan back a few months and did not record the payment plan. 
The same thing in occurred in XXXX. In XXXX we went through 3 reps to finally get it set up correctly but XXXX XXXX changed the accounting system and the phone system. So only notes have stamps all over them and the important ones are missing. The last agreement from Matthew went through the loan maturity date. Which their old back-office system shows the payments. The issue was the manager over XXXX did not do something a few times and he never noted the account for customer service or collections. He also did not remove money he was supposed to for his own error. XXXX/Experian now have all current payments removed. In other words, with one system update only with these XXXX companies new payments were added in XXXX or XXXX. When I contacted both agencies and XXXX XXXX. The response was to remove every positive payment shown and they only reported either CO or 30, 60 days past due. Granted in most of these months we did make a payment. Ironically, the car payment was around 421. The last agreement on that car was for {$800.00}. How can you change my payment reported to {$800.00} a month ( which it was not ) and then not report any payments? How do you see one item and not the other? At the same time, if you remove all the positive payments ever then you need to put the first date or delinquency to be back in XXXX or XXXX. How can the first delinquency be in XXXX after we have the title or after the loan has matured? That has to be a system error. This has to have occurred to hundreds of people if not thousands and may occur again with current customers needing help for Covid-19. Finally, it is not right that the versa shows more payments because we paid them a fee. We never paid a fee on the XXXX and it instead shows no positive payments. vs the versa is missing many but shows a few. Yet still incorrect. Still not really legal to claim a charge off to the gov't and collect thousands of dollars.

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