Consumer complaint received 2022-12-01
Company: Experian Information Solutions Inc.
State: FL
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:
I have had 2 XXXX XXXX  credit cards for years. They charge {$8.00} every month for " Reporting convenience '' I called them several times to close both accounts as I have not used either in maybe 3+ years and paying a monthly fee seemed excessive and not logical. Every time I called, they offered 6 MONTHS OF NO FEES AND I COULD CALL THEM BACK AFTER 6 MONTHS TO CLOSE ACCOUNTS OR REQUEST ANOTHER PERIOD OF NO FEES. I agreed on several occasions, only because I was paying XXXX fees on either card. At the end of XXXX, XXXX, I discovered that they started charging me the fee on both cards. Again, I called, and was offered 6 months of no fees on BOTH accounts to keep accounts open. The reason for me leaving these accounts open was that I was paying XXXX fees from XXXX with my first " Reporting Convenience fee '' on both would start again in XXXX, XXXX. I have excellent credit with over {$35000.00} of open credit, I have no need whatsoever to pay fees to keep an account open that has a credit limit of {$1500.00}, none. In XXXX I received notification from credit monitoring service that XXXX XXXX Bank had reported me 30 days late! I called them immediately and was told that I was not telling the truth because what I was offered was no fee on one card and a 30 % reduction of fees on the second. I NEVER agreed to this. Again, why would I agree to pay {$5.00} and change a month on a dormant card, even if the amount was reduced? I NEVER agreed to this. The operator helping me was rude and defensive, we ended the conversation with me being told that I was incorrect. Ok, I called again and spoke with a " supervisor ''. It was very difficult to understand this person as the centre seems to be in XXXX. I explained the situation and pointed out to him that the person that offered me the XXXX FEE on both accounts must have made a data entry error. Again, he confirmed that the system showed reduced fee and refused to hear my part of the TRUTH. I waited a week or so and tried calling again. I spoke with another " supervisor '' that told me they would look into it and get back to me within 30 days. Every time I called, I asked for the representative 's name and was unable to get this information with no explanation as to why. The response was always that my call would be logged, but when I referenced my previous conversations on my next calls, what was explained to me vervally never matched what was noted. Everyone that I spoke with was following a script and had no engagement in what I was explaining. All this time I felt that my rights were being violated. I called once again a few days later and asked for a " supervisor '' again. I remembered that everytime I called, there was a discloure stating that calls are monitored and recorded. I asked that someone pull the recording of that initial call when I was promised XXXX FEES ON BOTH MY ACCOUNTS '' I was then told that those recordings are not accesible. By this point they reported me 60 days late! I made payment to safe guard my credit from further damage, at this point I am feeling violated with nowhere to go in order to cure the damage they had already caused me. I never received that letter they promised regarding investigating my situation. On XX/XX/XXXX, once again I called. I actually got someone that spoke good English on the line this time! I was on hold off and on for about XXXX hours. He apologized for the situation they had caused and for all the confusion. By this time, they had waived all of the late fees on the account. I was not able to get his name or badge number, but he did give me a reference # XXXX. The result of that call was that WITHIN 30-45 DAYS ALL LATES WOULD BE REMOVED FROM MY CREDIT REPORT. By this point, I was in tears of joy. My credit to a hit from XXXX to XXXX! I felt that justice had finally been done. 50 days later the lates were still showing on my report. I called XXXX XXXX Bank AGAIN, just to confirm the timeframe was still accurate. This time ( again a person I had a hard time understanding ) told me that during my last call, it was confirmed that late fees were waived but that I was not told that the late payment status would be removed from my account because that is not what he saw in the system. I asked to speak with yet another " Supervisor '' I exlained in detail everything they had already put me through and requested yet anther investigation. A couple of weeks later I received a letter rejecting my request. This has been an emotional nightmare. I never agreed to a reduced monthly fee! I am asking that XXXX XXXX Bank remove the negative reporting in all 3 credit bureaus at this time. I have recently read their online reviews and it is very scary how they do this to so many others. I have continued making the {$8.00} payments in order to protect myself. Mind you, one of the accounts they have not charged me for in almost a year. Repulsive to me how they are able to get away with this.

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