Consumer complaint received 2022-08-28
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: Problem with personal statement of dispute

Complaint:
On XX/XX/XXXX, my husband and I tried a trial with XXXX XXXX for the weekend. The catch was that we were expected to do a meeting after the stay. The promise was that the meeting would be for an hour. When we went to fulfill our agreement, the agent kept us there for up to 2 hours. Repeated attempts were made by us to leave. Told the agent we were not interested. We could not physically leave because they had our IDs. The agent kept bringing people forward, disregarding all attempts to leave, showing videos, and promising we could trade our points with XXXX at any time to take a trip anywhere in the world. Under all the pressure and wanting to leave, we agreed. The signing process was quick. No mention was made of the fact that we had up to 7 days to back out of the contract nor that, as active military, we actually had up to 30 days. Immediately the next day, we wanted to get out of the contract, but due to operational commitments with the military, we went out to sea and missed all opportunities to do so. We kept making monthly payments until we could find a way to get out. We even tried actually using our benefits, to which XXXX XXXX  representatives state we had to request 5-7 months out even to get a reservation. We complied and still could not book a stay. They said if we upgraded our benefits we could get our stay for the time we wanted. I even tried contacting them to find a way to get out of the contract, but the person stated I would have to sell to a third party or keep paying. This was not the full truth. We tried finding timeshare exit programs, but all said to stop paying immediately. For fear of taking a hit on our credit, we did not pursue it and kept paying. Well, a part of the contract with XXXX XXXX requires the payment of maintenance fees every other year, apart from the monthly fees. When in the meeting, the agent stated that the only repercussion of not paying the fee was that you would not be able to use the benefits. So when the time came up this year, we thought, well, we can't use the benefits anyways because they kept denying us our rights. XXXXXXXX XXXX has been violating the XXXX of XXXX by overpromising with misrepresentations with the XXXX XXXX. We have paid thousands already and have not been able to use our benefits once. They sent us to debt collections for maintenance fees on a timeshare they have not allowed us to use even when the maintenance fees had been paid up. It is already hard being XXXX XXXX military and now having to deal with vultures like this company, causing more burden to my family. Putting us out of pocket every month paying on something we can not even use and now, to add insult to injury, hitting both our credits for fees on something we can not use. Any help in this matter would be greatly appreciated.

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