Consumer complaint received 2022-04-20
Company: Experian Information Solutions Inc.
State: FL
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:
Auto loan with XXXX XXXX Auto Loan Account number : XXXX Name : XXXX XXXX Old Address : XXXX XXXX XXXX XXXX, XXXX XXXX, FL, XXXX Current address : XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, FL, XXXX Old phone number : XXXX Current phone number : XXXX ( only this number is in use from XX/XX/XXXX ) To whom it may concern, This letter is to explain my situation regarding my car was reprocessed and my and my husbands credit scores are hitting the bottom low. 
I have been working very hard to have a good financial life and maintain high credit rank. I bought my car in XXXX, using XXXX XXXX auto loan. For the past 5 years, I had not ever paid late even once. I set up autopay with my XXXX XXXX XXXX. For some reasons, the autopay was stopped from XX/XX/XXXX, which I had no knowledge of. At the same time, XX/XX/XXXX, we sold our old home and moved to our new/current home in XXXX XXXX. I also changed my phone number due to business need. I kept 2 phones with me until XX/XX/XXXX, I called and ended service with number XXXX. 
I did not check the payments of the autopay thinking that everything was going well as it was supposed to be. Even with the hectic of moving and on top of that, we delivered our child on XX/XX/XXXX, I had never been late on my bill paying. All of my credit cards, utilities, and so forth are in good standing. On XX/XX/XXXX, I was furious when I found my car reprocessed. I had not receive any phone calls, emails, or letter about this matter prior to this event. 
In that same afternoon, I registered online account with XXXX and then paid off the car right away. The balance was only over {$2000.00}. I called XXXX XXXX on Monday, XXXX, around XXXX and talked to XXXX XXXX I asked why I did not have any mails or phone calls to inform me about the late payment. She told me that the bank mailed a letter to me in XXXX, and it was sent to XXXX XXXX, which is the house we sold back in XXXX. Apparently, they did not know where to send the letter, but know where to haul away my car. 
My credit score went to the bottom since. Even worse, my husbands credit score was also dragged down. He works for Department of Defense and his score was all time high in the 800s. Because of this, our family has been in deep stress.

I sent a letter to XXXX  Loan and about a month later, they said there is nothing they can do. 
This is my last resource. I am sincerely asking you to help correct our scores. I did my diligence of paying the balance right away when I knew that I was late. The late payments were not my intention nor within my knowledge. Please help me to believe in the system and that good people should not be punished. I am working so hard to maintain a healthy family physically and financially. I truly hope for your understanding and that you will help me to get out of this situation. Please let me know what you need and please do not hesitate to contact me anytime. 
My cell phone : XXXX. My email : XXXX. My address : XXXX XXXX XXXX XXXX XXXXXXXX XXXX, FL, XXXX Thank you for your time and consideration. 
Best regards, XXXX 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