Consumer complaint received 2017-08-30
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: Account information incorrect

Complaint:
I could not find an option that matches my complaint but selected this option. I have a account with XXXX XXXX XXXX with a excellent payment history.They outsource their Customer Service/Billing Dept. to XXXX or XXXX and half the time a customer can not understand what they are saying or they provide answer to question you did n't ask. It frustrates the customer that causes to agree to anything just to get help. A few months ago I was diagnosed with XXXX XXXX and called XXXX XXXX  to notify them and to get assistance with my account that would not affect my credit. They refused to assist with my account therefore I did n't have a choice but to allow the account to become past due. Although on the first call you tell them the financial hardship, they called me 4 -5 times a day asking for payment and telling the customer to borrow the money to pay them. I got so frustrated and stressed that I stop answering the phone. To harass the customer into borrowing money to make the payment, they started placing the same derogatory item on the customer 's credit report twice a month. Due to my identity had been compromised, I have a credit monitoring service. In the past 2 months, XXXX/ XXXX XXXXreported the same information on my credit report 2 - 3 times in the month. I started questioning if that was legal. Below are the dates of everytime XXXX XXXX  reported the same information as follows : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and continues the harassing calls. on XX/XX/XXXX, I spoke with XXXX XXXX XXXX XXXX Chat ( XXXX XXXX ) to get assistance with a payment arrangement for 20 minutes where he told I can not help with your credit report, can you make the minimum payment and I was so frustrated until I told I would call customer service. Below is the complete chat log : XXXX XXXX : XXXX XXXX XXXX : Initial Question/Comment : Up until 4 months ago, I had an excellent pay history with XXXX. XX/XX/XXXX has been very hard financial year. Now, Hurricane XXXX Disaster with a flooded home. I have n't been able to assess the damage because of more flooding. I need your assistance with the account without accruing additional late fees and negative mark on my credit report. 

XXXX XXXX : System : Welcome to XXXX XXXX XXXX XXXX Live Chat. Your chat may be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

XXXX XXXX : System : XXXX has joined this session! 

XXXX XXXX : System : Connected with XXXX. Your Reference Number for this chat is XXXX. 

XXXX XXXX : XXXX : Hello XXXX. Thank you for contacting us today and I apologize for the inconvenience. 

XXXX XXXX : XXXX : I hope you and your loved ones are all okay. 

XXXX XXXX : XXXX : May I take 2-3 minutes to review the account? 

XXXX XXXX : XXXX XXXX XXXX : Yep, everyone is ok. Thanks for asking. Would it be possible to skip and/or bring the account current to reestablish my good standing with XXXX XXXX? 

XXXX XXXX : XXXX : Thank you. The account requires additional verification and for us to proceed, may I ask for your mother 's maiden name and the last transaction on this card? 

XXXX XXXX : XXXX XXXX XXXX : sure ... Maiden name XXXX ... last payment XXXX XXXX XXXX : XXXX : May I also have the last four ( 4 ) digits of your social security number and date of birth for verification? 

XXXX XXXX : XXXX XXXX XXXX : SSN # XXXX DOB : XX/XX/XXXX XXXX XXXX : XXXX : Thank you. I am checking the account now. 

XXXX XXXX : XXXX XXXX XXXX : I realize my account is past due ... XXXX has been nothing but issue financially and health XXXX XXXX : XXXX : Thank you for your patience. Since you are a valued customer, the {$38.00} late fee and {$6.00} interest have been waived. Adjustments will reflect within 24-72 hours and on your next billing statement as well. The new estimated total balance will be {$260.00}. 

XXXX XXXX : XXXX : In addition to our e-service payment, you may also want to try out our other free payment options like making your payment in the store or through our automated system over the phone without a fee at XXXX. 

XXXX XXXX : XXXX : For payment assistance and payment arrangement options, I will need to transfer you to one of your chat account specialists. 

XXXX XXXX : XXXX : Is this okay with you? 

XXXX XXXX : XXXX XXXX XXXX : sure XXXX XXXX : XXXX : Thank you. 

XXXX XXXX : XXXX : Were there any other concerns that I can help you with before I transfer the chat? 

XXXX XXXX : XXXX XXXX XXXX : No, you 've been Great XXXX XXXX : XXXX : Your satisfaction is a great compliment for us. The chat will be transferred now. 

XXXX XXXX : System : You are being transferred to another queue. Please stand by ... 

XXXX XXXX : System : XXXX has left this session! 

XXXX XXXX : System : XXXX XXXX has joined this session! 

XXXX XXXX : System : Connected with XXXX XXXX. Your Reference Number for this chat is XXXX. 

XXXX XXXX : XXXX XXXX : Hello XXXX, thank you for contacting XXXX XXXX regarding your XXXX XXXX Card. 

XXXX XXXX : XXXX XXXX : This is an attempt to collect a debt ; any information obtained will be used for that purpose. 

XXXX XXXX : XXXX XXXX : While I check the information for you, may I know, has there been any changes in your mailing address, email ID or your telephone numbers in the past 30 days? 

XXXX XXXX : XXXX XXXX : Please do not worry, I will be happy to help resolve your query. 

XXXX XXXX : XXXX XXXX XXXX : no XXXX XXXX : XXXX XXXX XXXX : I hope so XXXX XXXX : XXXX XXXX : I Appreciate you confirming the contact details. 

XXXX XXXX : XXXX XXXX : I am sorry the delayed response due to the technical issue. 

XXXX XXXX : XXXX XXXX XXXX : no problem XXXX AM : XXXX XXXX : XXXX, I can understand that thing 's are little difficult for you and hope thing get better for you soon however as I can see that you spoke to the customer service and they have processed two late fee for you. 

XXXX XXXX : XXXX XXXX XXXX : I 'm concern about my payment on XX/XX/XXXX and my credit report XXXX XXXX : XXXX XXXX : XXXX, I wish I could help you with this however as I am from the collection 's team of XXXX XXXX I have the limited access to the account Thus I would request you to please contact the credit bureau to check the details. 

XXXX XXXX : XXXX XXXX : May I know XXXX XXXX : XXXX XXXX XXXX : credit bureau? 

XXXX XXXX : XXXX XXXX XXXX : you report to credit bureau monthly when my account is past due XXXX XXXX : XXXX XXXX : In regards to the credit report I will not be able to help you and may I know if you need assistance with the plan in making the payment XXXX XXXX : XXXX XXXX XXXX : I can see XXXX past due payments on my credit report. 

XXXX XXXX : XXXX XXXX XXXX : I am asking about my XX/XX/XXXX payment. Can it be skipped and account brought current to reestabliosh my good standing with the account XXXX XXXX : XXXX XXXX XXXX : Will the late payment be reported to the credit bureau? 

XXXX XXXX : XXXX XXXX XXXX : I 'm not asking for assistance with the credit report itself ... just you will not report a late payment past XX/XX/XXXX which you have control for reporting XXXX XXXX : XXXX XXXX : As a bank we need to report to the bureau every month and If you make a payment post the due date or if you do not make the payment for the amount due you will incur a late fee which is charged by the system. 

XXXX XXXX : XXXX XXXX : May I know the amount which you are willing to pay today as I see that the amount due is {$160.00} which include the amount delinquent : {$120.00} and minimum due : {$48.00} and the due date : XX/XX/XXXX Would it be possible you to pay the amount due to avoid the late fee. 

XXXX XXXX : XXXX XXXX XXXX : maybe I 'm asking the right question. Is it possible to skip the XXXX payment and account brought current? That would eliminate the past due credit reporting XXXX XXXX : XXXX XXXX : XXXX, that option is not there to skip the payment. 

XXXX XXXX : XXXX XXXX XXXX : Ok, so basically you can not assist me? 

XXXX XXXX : XXXX XXXX XXXX : I am aware the account is past due. I 'm asking if the past due can be added to the end of the account to bring it current XXXX XXXX : XXXX XXXX : XXXX, I wish I could help you with skipping the payment however that option is not available as I am from the collection 's team of XXXX XXXX I have the limited access to the account. 

XXXX XXXX : XXXX XXXX : May I know the amount which you are willing to pay today? 

XXXX XXXX : XXXX XXXX XXXX : why did they transfer me to you? I was told you could help with that. 

XXXX XXXX : XXXX XXXX XXXX : I do n't understand ... ..This is so confusing XXXX XXXX : XXXX XXXX : May I know if you need some payment assistance or payment arrangement options. 

XXXX XXXX : XXXX XXXX XXXX : Thar 's why I was transferred to you. So if there is n't any options it ok. I 'll end the chat. XXXX is only XXXX XXXX company that could not assist. 

XXXX XXXX : XXXX XXXX XXXX : We can end the chat now XXXX XXXX : XXXX XXXX : May I ask you few question in order to check if the account may qualify for one of the our payment plans. 

XXXX XXXX : XXXX XXXX XXXX : we can end chat now. All I need was to see if my account was eligible for a payment plan. I 'm really frustrated so I 'll call collections instead I had an excellent pay history with XXXX XXXX and all I need was assistance to make sure my account would remain in good standing. XXXX XXXX does n't care what type of situation their loyal customer are having " THEY DO NOT CARE ''. 
I requested assistance that my other creditors arranged for me.

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 non-monetary relief