Consumer complaint received 2021-06-16
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: Information is missing that should be on the report

Complaint:
On XX/XX/XXXX I filed for chapter XXXX bankruptcy. As required by federal law I was forced to list my vehicle loan by XXXX XXXX in the bankruptcy. On XX/XX/XXXX the auto loan was reaffirmed and signed off on by the attorney for XXXX XXXX. My bankruptcy was discharged on XX/XX/XXXX. Sometime in between my bankruptcy being filed and being discharged, XXXX XXXX went in and had the car loan completely deleted/removed from all of my credit reports. 

In XX/XX/XXXX, I called XXXX XXXX and notified them that the account was not on any of credit reports. I was told by the customer service representative that it is XXXX XXXX policy to delete the account from the credit reports when you file bankruptcy and that they are not required to report it again to the credit bureaus. I filed a Consumer dispute ( Dispute # XXXX ) immediately as the account was reaffirmed and should be being reported to the credit bureaus as paid as agreed. On XX/XX/XXXX XXXX XXXX sent me a letter stating that We received your dispute regarding the account referenced above. We have investigated and reviewed the information you provided. Based on our investigation, we have determined that this account is not currently reporting to the consumer reporting agencies because the account was included in a bankruptcy filing. The letter provided an address to mail additional documentation regarding the dispute to. 

On XX/XX/XXXX I sent in several documents certified mail ( USPS Tracking # XXXX ) to again request that the account be reported to the credit bureaus. I submitted the following documents 1 ) Consumer Dispute letter formally requesting account be report to the credit Bureaus ; 2 ) Copy of letter from XXXX XXXX dated XX/XX/XXXX ; 3 ) A copy of XXXX and XXXX credit report showing account is not being reported ; 4 ) A copy of bankruptcy Schedule D showing reaffirmed accounts ; 5 ) A copy of the signed reaffirmation agreement dated XX/XX/XXXX ; 6 ) A copy of the order of discharge from the Court ; 7 ) Copy of payments made to XXXX XXXX since XX/XX/XXXX. The certified letter was signed for and received by XXXX XXXX on XX/XX/XXXX. 

On XX/XX/XXXX I received a letter from XXXX XXXX dated XX/XX/XXXX stating the following We received your request for the account referenced above. We reviewed and identified this dispute to be a duplicate request. As there is no new information regarding the dispute, we are unable to conduct a further investigation and we are closing this dispute request. For us to conduct a further investigation, please provide the following information : New details about the specific information you are disputing in your credit report. A further explanation of why you are disputing this information. A new documentation to support your dispute such as : A copy of your consumer report showing the information you would like to dispute ; Account statements ; A copy of a police report, or A fraud or identity theft affidavit. 

I immediately called XXXX XXXX again once I received this letter and filed another Consumer Dispute ( Dispute # XXXX ) again requesting that the account be reported to the Credit Bureaus. The customer service representative gave me a phone number to the bankruptcy division XXXX. I called the number provided and spoke to representative who confirmed that she showed my account was reaffirmed on XX/XX/XXXX and closed due to bankruptcy on XX/XX/XXXX. I was advised by the customer service representative that as XXXX XXXX policies and procedures as of XX/XX/XXXX is that if an account is filed in a bankruptcy they delete it from the consumer reports and will no longer report it even if the account is reaffirmed in bankruptcy. They transferred me back to the consumer dispute service line, I spoke to XXXX XXXX. She advised me that the only thing I could do is self-report the account to the credit bureaus or I could refinance the car loan and then XXXX XXXX would report the account to the credit bureau from the refinance date forward. 

I let the customer service representative know that I had already spoken with the credit bureaus and had been advised that since the account was completely deleted they can no longer see anything about the account and self-reporting is not an option. I was again told by the XXXX XXXX representative that I could refinance the car loan and then XXXX XXXX would report the account to the credit bureau from the refinance date forward.

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