Consumer complaint received 2019-05-10
Company: Experian Information Solutions Inc.
State: MD
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 contacted XXXX fios in XX/XX/XXXX to disconnect my service because my lease was up at my apartment. My service was disconnected on XX/XX/XXXX. I received an early termination fee of {$110.00} due to me not transferring service to another residence which I did not have at the time because I was homeless. In XX/XX/XXXX I received a bill for {$630.00} that included a termination fee, past due balance and equipment fees. I contacted XXXX to have my service transferred to my new address. XXXX told me that they did not service my address and that the early termination fee was due plus the cost of the equipment. The representative stated that I was still responsible for the early termination fee even though XXXX did not provide service to my address, at that point I initiated a dispute. The XXXX representative did not give me any information as to a time frame, department, or other information pertaining to a dispute investigation. In XX/XX/XXXX I received a bill that had a past due amount and the early termination fee, the equipment was returned to a XXXX store since i could not get service. XX/XX/XXXX I made a payment of {$80.00} this account. I did not receive any correspondence, email, or text message from XXXX like I have in the past regarding this account after I made that payment. I applied for a debt consolidation loan in XX/XX/XXXX and was denied. I pulled my credit report and that is when I found the collection item from XXXX. 

On XX/XX/XXXX I logged into my closed account and there was a balance of {$130.00} I immediately paid it. I initiated a dispute with my creditors that I paid the account off. However, the collection item from XXXX will not update for 30-60 days that it's paid based on a conversation with a XXXX customer service rep that I had on XX/XX/XXXX. I was also informed that the account will remain on my credit for 7 years. 

I repeatedly asked each representative, How would I have known of this account went to collection? I received an abundance of answers like : I should have called and asked, You received a letter ( When I asked for a copy of the letter I was told I need a subpoena ), Your last bill was a collection notice, I should have changed my address ( I called to start service at my new address in XX/XX/XXXX and the representative told me that XXXX did not service my address ). 

I spoke to a Supervisor on XX/XX/XXXX ( my 4th supervisor in 2 days ). I wanted to know the policy and the efforts made to collect the debt before it went on my credit report. I asked where the policy on referring customers for collection was located? She stated that XXXX has a policy but customers are not privy to it. I asked for the date that the collection notice was mailed. She stated the last correspondence was made in XX/XX/XXXX and it was my last bill. The Supervisor asked me " Does it say collection notice on the bill? I said " No ''. I asked for a copy of my last bill and she stated they can provide me with that. I was told on yesterday from a XXXX Supervisor that the collection account went to 2 different collection agencies, however on my credit report it has XXXX at the creditor. 

XXXX never made contact with me regarding my account. I disputed a charge that I was billed for and XXXX stated they would investigate, I never heard from XXXX again. When I was a customer XXXX texted, called, email and sent disconnection notices all the time. After XX/XX/XXXX without warning I no longer heard from XXXX. XX/XX/XXXX my account is reported to the credit bureau. XX/XX/XXXX I find out about it. 

Multiple supervisors told me that XXXX sent me a letter. But refuse to send me a copy, tell me the date and address it was made to. XXXX refuses to tell me when and how they contacted me to collect the debt before they went to the extreme having the account placed on my credit. On XX/XX/XXXX a supervisor told me that XXXX does not forward mail, however I stated that the post office does and that is how I received my last 3 bills. 
disrespect in speaking with them the last 2 days and I'm frustrated and hurt. I do not know what recourse I have in this matter. I did everything XXXX told me to do from the beginning to the end of my time with them as a customer. Since there is only 2 major carriers of internet and cable television customers are tasked with choosing the lesser of the 2 evils. XXXX has terrible business practices that defraud customers. I was unemployed and ended up homeless and still managed to pay XXXX. Please listen to the recorded calls from me from XX/XX/XXXX to XX/XX/XXXX. 

XXXX is refusing to give me any information. I have endured

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