Consumer complaint received 2017-08-22
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX my XXXX XXXX XXXX was involved in a total loss. As a result, my XXXX XXXX XXXX account wait paid by XXXX XXXX XXXX for the amount of {$XXXX} datedXX/XX/XXXX I confirmed with XXXX XXXX XXXX once the check was received in the middle of XXXX XXXX. After speaking with a representative from XXXX XXXX XXXX I was advised that now that the insurance check was received they will file and process my GAP claim and in about 4-6 weeks I should receive my paid in full letter. As well, I was told that my account was now future dated to XXXX and no further payments were needed until my GAP paid the loan. On XX/XX/XXXX I received a paid in full letter from XXXX XXXX XXXX stating as ofXX/XX/XXXX my account was paid in full ( copy of the letter is attached ). After I received my paid in full letter I noticed I kept receiving statements fromXX/XX/XXXXXXXX XXXX XXXX the statements showed I did not owe any payments and this was for XXXX of XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I called XXXX XXXX XXXX to figure out why I kept receiving statements if the balance was paid. They said they made a mistake by sending me a paid in full letter and the GAP claim was never filed. On XX/XX/XXXX I called GAP to figure out what 's going on and eventually ended up having to file my claim. On XX/XX/XXXX I received a letter datedXX/XX/XXXX that I was more than 30 days past due and they were going to report this negatively to my credit and to call them. I called XXXX XXXX XXXX on XXXX XXXX, XXXX and explained that my account should not be past due, I explained they received the insurance check for {$XXXX} and the GAP claim has been filed, and according to the representative I spoke to my account was future dated and in a hold. After I was transferred back and forth for almost 4 hours I finally spoke to XXXX XXXX at XXXX. She advised me my account should not be past due or reporting negatively to my credit, nor should there be any payments due as my account was future dated to XXXX. XXXX advised me that she had a manager look into the error and found out that it was most definitely incorrect and it would be fixed immediately, removing the 60 days past due from my credit as well as ensuring there I no payments owed until GAP pays off the loan. I was advised I would receive a letter stating the negative remark would be removed and my account would be fixed. On XX/XX/XXXX I called XXXX XXXX XXXX again to confirm this has been done, I noticed on the automated system it was still saying I was past due even after speaking to XXXX XXXX a week before advising me it would be removed. This time I spoke to a representative by the name of XXXX who advised she saw the note and it was supposed to be worked on but she did n't know when it would really be fixed. I explained the negative effects this account was having and she apologized but had no time frame to when it would be fixed. After speaking with XXXX I check my credit bureau and notice not only was it not being fixed but it was now being reported to all my bureaus not just Equifax as it originally was. This has decreased my score by almost XXXX points, I went from a XXXX to a XXXX because of their error. The way I was able to find this was through my online credit monitor service through XXXX that I pay for ( attached is a copy of the negative lines from all three bureaus ). This needs to be resolved immediately, this effect my lively hood as well as many other parts of my life. XXXX XXXX has already admitted to the error, I want this removed as soon as possible from all three of my credit bureaus ( XXXX, XXXX, and Experian ). I also want a letter stating the error and what will be done to fix the error as well as a guarantee that it will not happen again unless I really have paid late. In the case I am not late and will not be late on any of my payments.

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