Consumer complaint received 2022-09-30
Company: Experian Information Solutions Inc.
State: IN
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:
On XX/XX/XXXX, I enrolled in a 12-month payment plan with XXXX XXXX ( XXXX XXXX ). The payment plan terms outlined that my minimum monthly amount had been reduced to {$10.00} effective XX/XX/XXXX. My XXXX account showed payments as posted on XX/XX/XXXX and XX/XX/XXXX of XXXX as well as XX/XX/XXXX of XXXX. When reviewing my credit report, I noticed derogatory remarks were present on the aforementioned account. I first disputed the item directly with Experian and XXXX on XX/XX/XXXX. The dispute was completed and stated the remarks were not removed ; however payment information for those months marked as late were updated to reflect I did in fact make the payments as agreed. I contacted XXXX XXXX via its XXXX XXXX messaging center on XX/XX/XXXX, alerting them to the recent dispute and the results from the dispute. I received the following message in return on XX/XX/XXXX : We understand your concern about your recent credit bureau information you received. 

We understand this may not be the outcome you were looking for with your recent dispute but we hope you understand that we must remain consistent with our credit policies, in fairness to all our accountholders. 

We apologize, we aren't able to help through online messaging. We can better assist you with your questions and concerns if you can give us a call at XXXX. We're available XXXX XXXX  - XXXX XXXX CT, 7 days a week.Looking forward to your call! Sincerely, XXXX XXXX XXXX, servicer to XXXX XXXX  XXXX, XXXX. 

I replied on XX/XX/XXXX via the same messaging platform inquiring what XXXXXXXX XXXX credit policies were regarding Payment Plans since the Payment Plan Terms email received on XX/XX/XXXX stated no such verbiage with the ongoing issue. No response was received and I resent the previous message from XX/XX/XXXX again the next day ( XX/XX/XXXX ). On XX/XX/XXXX, I received the following reply : We'd be happy to assist you with your questions, however we can't help here online. Please give our representatives a call at XXXX. Representatives are available Mon -Thur XXXX XXXX  - XXXX XXXX  CT, Fri XXXX XXXX - XXXX XXXX CT, Sat XXXX XXXX  - XXXX XXXX  CT. We're closed on Sunday and some holidays.Looking forward to your call. 
Sincerely, XXXX XXXX XXXX, servicer to XXXX Bank XXXX, XXXX. 

I replied back inquiring which contact number was correct for the dispute department and received the following response on XX/XX/XXXX : We understand your concern in regards to getting in contact with the correct department. 

If you'd like to speak with us about your dispute, please give us a call XXXX. We're available XXXX XXXX  - XXXX XXXX  CT, 7 days a week.We look forward to helping your resolve this issue! Sincerely, XXXX XXXX XXXX, servicer to XXXX XXXX XXXX, XXXX. 

I called the later number given by the representative, and was transferred through multiple departments as no one knew how or who handle credit reporting disputes. One final representative stated that they submitted a ticket to address my concern ; however no correspondence or communication was received after as far as the status of the dispute. 

I reopened the dispute and submitted supporting documentation to Experian showing the Payment Plan Terms confirmation email sent on XX/XX/XXXX as well as proof of payments being posted on the agreed upon payment date. The dispute results came back the same despite the supporting evidence that payments were made on time in the agreed upon amount. I added the statement to my Experian credit report stating that PAYMENTS WERE MADE IN COMPLIANCE WITH THE NEGOTIATED SCHEDULE since I have exhausted all methods to remove the inaccuracies that have been reported to all three credit bureaus.

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