Consumer complaint received 2019-12-23
Company: Experian Information Solutions Inc.
State: NY
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: Investigation took more than 30 days

Complaint:
To Whom it May Concern : I am writing to submit a complaint against XXXX  XXXX XXXX, XXXX ( XXXX  ). I have also just submitted a complaint against them with the XXXX XXXX XXXX. XXXX  incorrectly reported derogatory remarks of delinquent payments to the credit bureaus and refused to correct this. I made numerous attempts to discuss this account and mitigate the errors that occurred and, in spite of providing a significant amount of documentation and proof of their errors, they refused to submit letters to the bureaus to correct their error and the impact this has had on my credit score. 

It appears as though this lender is not a trusted lender any longer for my account and as such I have paid the account in full in order to end this relationship. It was a very small account and I had been paying the minimum monthly payments only because of the very low interest rate. As of XXXX or XXXX of this year, though I thought Id been successfully making payments for the preceding 5 months, these payments had failed to go through their electronic automatic payment platform. I can provide proof that I had received emails erroneously confirming that these payments were made successfully. There is a record of my consecutive attempts to correct this account and to pay off the total amounts due. 

There were errors by the IT payment platform and a lack of communication to help me rectify this, even upon numerous attempts on my part to correct this. There, apparently, was an error with my card, which I did not realize and this was never communicated. However, there is a paper trail of attempts from me to make these payments on time and that my bank account had sufficient funds for these payments. I also always ensured that there were sufficient funds in my account for the payments. There were never any notifications sent explaining the reason that these payments failed to go through or as to how to correct these issues in spite of my several attempts to correct this. The lender also did not make an effort to contact me to correct this ongoing error that clearly carries very weighty consequences. I will submit proof of my account statements with sufficient funds for these payments along with my payment confirmation emails, if applicable and necessary. 

Upon speaking with several customer service representatives and managers on recorded phone lines, I requested that they review documentation that I submitted to them to show that my checking account ( that Id linked to the XXXX account for automatic payments ) had sufficient funds in my account at the time of the 5 attempted transactions. We discussed the several issues with their IT platform that led to this issue in the first place. I submitted to them as evidence multiple email confirmations of the payments that I submitted and those emails also stated that the funds had been drawn from my account. I never received communication from the XXXX customer service team, the IT platform, or XXXX   in general that there was an issue with my card or payments, but only confirmation of two of these five payments, rather. I made numerous attempts to bring the account up to date. I made several attempts to respectfully request that XXXX send letters to report this to all three credit bureaus ( XXXX, XXXX, and Experian ), that these derogatory credit remarks should be removed and that the account is now paid in full, in good standing and subsequently closed. This is very important and has very serious and significant ramifications for my credit history, so I appreciate your prompt attention to this matter. 

Of course I am concerned for my own sake and want my account/credit report corrected. Of greater concern is the fact that I am not alone in these concerns. Per your website, there are 138 other people that have filed complaints against this lender. This is a company that is preying on students and destroying credit histories for their own gain. I want to hold this company accountable so others that don't know how to advocate for themselves or don't have the time, resources, etc. may also be protected against predatory lenders like this. The credit bureaus, for their part, took the " word '' of the lender over my extensive documentation refuting these derogatory remarks. 

Please see the following list of documents that I submitted to them to document the aforementioned evidence of payment activity and funds : XXXX XXXX  Statement XXXX XXXX XXXX Statement XXXX XXXX XXXX Statement XX/XX/XXXX XXXX XXXX Statement XX/XX/XXXX XXXX XXXX Statement XX/XX/XXXX XXXX  email confirmation of Payment Applied/Funds Withdrawn XX/XX/XXXX XXXX email confirmation of Payment Applied/Funds Withdrawn XX/XX/XXXX Screenshot XXXX  Connect Payment Applied History XX/XX/XXXX to XX/XX/XXXX Thank you very much for your time and help with this matter. 

Best, XXXX

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