Consumer complaint received 2017-10-11
Company: Experian Information Solutions Inc.
State: WA
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:
this complaint is regarding XXXX I had two issues with the same bank only one issue was resolved the second issue is XXXX XXXX XXXX XXXXt account they have refused to remove me from write-off status I have valid prior payment arrangements made with them orally they are recorded by XXXX XXXX I contacted them after missing three payments to advise them of my recent XXXX I then offered to pay my complete principal balance for my purchase of a pair of jeans that balance was {$61.00} I called them onXX/XX/XXXX this phone call was recorded by them they advised you of that at the beginning of the call so all information I am giving you is recorded I began my conversation about XXXX XXXX I offered to pay my full principal balance of {$61.00} and to make payments of {$20.00} per month on the remaining balance of late fees and interest only and they took my debit card number and took {$61.00} from my bank account there by agreeing to the payment arrangements they also offered to waive the equal amount in fees and interest on the {$61.00} principal payment amount which they did.. They. They took out my {$61.00} on XX/XX/XXXXaccording to my bank statement I called them to find out when they would take the {$20.00} per month that they had agreed to I gave them my routing number and my bank account number on the recorded conversation to enable them to automatically withdraw the funds electronically from my account to pay off fees and interest no money came out of my account in XX/XX/XXXXother than the {$61.00} that I gave them to pay the principal I called them I have all the dates of all of my phone calls and all of the information provided to me and what I said to them I had customer service in XX/XX/XXXXgo through my account and read me all notations of what I asked and what they responded confirming this is what I was asking why are you not taking {$20.00} a month from my account per our payment agreement I was told Buy customer service at XXXX XXXX that I should hold and do nothing until I heard from them because my account was in the escalation Department being evaluated I then waited a week or so and did not hear anything back either orally or in writing so I called again and once again was given the same information I was in escalation the apartment and that I would hear from them I continue to call in XX/XX/XXXXand again in XX/XX/XXXXalways being told the same thing that I was in escalation I received a letter from them in XX/XX/XXXX indicating that they had reviewed my dispute and listen to the recording that I made onXX/XX/XXXX this would have been before I even opened an account with them my account was open XX/XX/XXXXso the letter was not correct they could not have listened to a recording about an account I did n't have yet I have the letter still I then called them again and said you sent me a letter stating that you had listened to my dispute on your recording of my payment arrangements in XX/XX/XXXX two months before I ever had an account with you I was then told I was in a write-off status I said how can I be in right off I have valid payment arrangements you accepted money from me you also waive the equal amount in fees and interest I was told it would go back to escalations to be fixed I then received a letter in XX/XX/XXXXresponding about a dispute over an NSF check I never put in a dispute about an NSF check I never wrote an NSF check I asked customer service to check my files to see if they saw an NSF check anywhere they did not so I complained again asking why they were not taking {$20.00} a month out of my account for our payment agreement I was told again I would have been written off XX/XX/XXXX 3 days after they accepted my payment arrangements and took my money and waive fee 's I./they have my payment arrangement on recording making it an oral contract by accepting my money and taking it out of the bank and my waiving fees I had a payment agreement/ contract in place as of XX/XX/XXXX that it was on the recording and that I had my bank statements proving they took money and their billing statement showing a waiver of these fees I asked starting in XXXX to speak with a supervisor they would not put me through then finally I got through to one supervisor who hung up on me the next time I called I got a different supervisor who said the recording is too old and I 'm not going to waste my time with it I said I want out of right off I made payment arrangements and you 've been telling me I 'm in an escalation Department no one told me I had been written off why are you not taking the money from my account? he simply said I 'm not listening to any recordings he simply said you have been written off I called back again to speak with another supervisor a couple days later I have all the dates written down that supervisor told me she would look into it and she would get back to me then they began taking {$20.00} a month from my bank account each month between the XXXX and XXXX of the monthfinally beginning in XX/XX/XXXX my {$61.00} pair of jeans and 3 months of past-due which I do not dispute dispute had turned into {$260.00} it 's because I was being told not to do anything I was in an escalation Department. That supervisor never got back to me but the money began coming out of my bank account each and every month they put it as a phone payment which is not true it is an ACH payment electronic it comes out automatically to them from my account I do not call them yet they continue to report me as in write-off on my credit reports currently this is now XX/XX/XXXX they resolved one problem with another account XXXX XXXX but they have not resolved the problem with XXXX XXXX which is the main problem it is affecting my credit both financially my home insurance has been raised due to it I have the letter from the insurance company stating it 's because of my credit and I am having trouble finding a smaller apartment I am a senior citizen who lives on XXXX a month I worked for 45 years I get XXXX in Social Security XXXX my mortgage is close to 1400 now my credit was very good now it went to poor I corrected some errors and it brought me to Fair but the primary error has never been corrected or really even addressed and that is that I had prior payment arrangements and was honoring those it is they who refuse to take money from my bank account after my first payment of {$61.00} I called continuously from XX/XX/XXXXthrough XX/XX/XXXX when they finally started taking the payments I now owe them {$100.00} some of these fees and interest were incurred while they were telling me to hold that I was in escalation when they could have been taking payments and not charging me late fees and interest would have been smaller I am seeking the write off status to be removed from all credit reports they are taking money from me monthly the last corrected report I saw wasXX/XX/XXXX and it showed me {$7.00} past due on XXXX XXXX XXXX XXXX  that is not true they themselves are taking {$20.00} each month they also reported they had no knowledge of a payment one way or the other in XX/XX/XXXX yet they took money from me in XX/XX/XXXX directly from my bank account this practice is unfair I can prove it they have the recordings I do not they refuse to listen to those recordings that were made prior to the write off they continue to send me letters asking me to make payment arrangements I continue to call them and tell them I had made payment arrangements and what they were and that they were recorded and the date and that they have been taking money from my account since XX/XX/XXXXthey have made no attempt whatsoever to even address the issue they sent me in XX/XX/XXXX another form letter regarding a dispute about a missing payment I never put in a dispute about a missing payment because they take it directly from my bank account I want them to take me out of write-off status it is unfair to destroy my credit went all I 've tried to do is pay them they XXXX XXXX are working in good faith to resolve this problem at all why I do n't understand what do they gain besides destroying my credit they are getting their money unfair business practice

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