Consumer complaint received 2023-09-01
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I had a XXXX XXXX XXXX XXXX card in which I had made arrangements to close and make payments. I was put on this low or no interest long term payment plan after falling short health wise and on Social Security Disability. 

I requested the lowest payments of {$25.00} however was told the lowest would be {$48.00} a month. 

I started making payments fell behind one or two payments. 

My credit score decreased across the boards with all 3 credit reporting agencies stating that I was late with making a payment to XXXX XXXX. Decreasing my scores 50- 70+ points. 

I immediately contacted XXXX XXXX since back on XXXX of XXXX I spoke to an individual XX/XX/XXXX subsequent to making the payment. He then advised me that I had to catch up by making an additional {$25.00} payment and the account would re age and I'd be up to date and in good status. 

He specifically stated that the 2 payments would cause the account to go in to a resetting and re aging mode. Thus everything being and reflecting current on this long term payment plan. 

He also stated he'd make notes regarding my request to have payments lowered. He stated that by me making the additional payment in XXXX would benefit me in the decision for XXXX XXXX to allow me to be approved for a lower payment as I requested. 

He stated that I was on a no interest payment plan and that I had to make 2 payments in XXXX to be caught up. I did. 

He stated that by making this additional payment it would show in the system as 3 consecutive payments and it would reflect my payments on time and current. 

XXXX I received notifications that my credit score drastically decreased 50 plus points. I check to see that the reason for this drastic decrease to my scores was that XXXX XXXX had reported the I was 30 days plus late. 

On XX/XX/XXXX I spoke to XXXX XXXX, ( Executive Office ) and a XXXX. Case given verbally by XXXX XXXX - XXXX '' She confirmed this re aged process and that this did in fact applied to my account and confirmed with the XXXX payments the XXXX of XXXX this should not have been negatively reported. 

She then transferred me to a XXXX XXXX ( in Executive or Corp Office ) who then confirmed and apologized and stated there would be a case taken in and this would be handled expeditiously. 

So I was given a case number and then after 15 days I was not contacted by XXXX XXXX. 

I then received an email from a XXXX XXXX ( Case Specialist ) on XX/XX/XXXX with a different case number XXXX stating he wanted to let me know that he has started his research on my case and that his goal was to provide me with a resolution on or before XX/XX/XXXX. 

This email being sent on XX/XX/XXXX. Then another email moments later XX/XX/XXXX stating this & I quote from email " Dear XXXX XXXX : Thank you for contacting us. We hoped to respond by XX/XX/XXXX. However, we need more time to complete our research. 

Whats next Well follow up with you by XX/XX/XXXX. If we need more time, well let you know. '' I called and spoke to XXXX XXXX today and inquired as to what course of action has been taken and when did he receive the case being that I officially had a case taken by XXXX XXXX XXXX XXXX XXXX ) on XX/XX/XXXX. Case number # XXXX XXXX said he received on XX/XX/XXXX and he didn't email me until the XXXX to state he'd have it completed by the XXXX then emailed moments later to state it would be on or by XX/XX/XXXX He has not taken action as to date. 

I decided to call back and spoke to a XXXX ( Team Lead Collections ) ID # XXXX XXXX stated that this was a fairly simple thing to do and the went on to further state that the issue that occurred was due to separate payments the system may not have recognized and she was going to take measures. 

Her course of action would be today XX/XX/XXXX to sent over to the support team to have them manually bring account current and it should take not less than 5 business days as I should take the upcoming holiday into consideration.

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