Consumer complaint received 2023-12-18
Company: Experian Information Solutions Inc.
State: MI
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have been using XXXX XXXX XXXX XXXX since XX/XX/XXXX. 

On XX/XX/XXXX of this year, I received a notification that I was 30 days late for my payment. I immediately called XXXX XXXX XXXX  at XXXX and was transferred through to seven ( 7 ) individuals. I made my past due payment of {$160.00} that brought me back to current. I had asked if you all could please show me some grace as I had some issues with bills and I was deeply sorry for being late. I asked if they could remove the 30-day late status as it dropped my credit score by XXXX points. After being transferred to two ( 2 ) other people, I was told by each to please dispute with the credit bureaus and that XXXX, in good faith, would update for me and remove the 30-day late payment status, since I had been a long-term customer ( I had been with then since XXXX XXXX ), I had never been late since opening the account in XXXX, and took care of the situation immediately. I was very appreciative of this! 

However, after my disputes had been handled, they were rejected, so I called XXXX XXXX, spoke to several different people again, and was told to dispute with the credit bureaus again, and it would be fixed. I was discouraged but disputed again. 
FINALLY on XX/XX/XXXX, my account was updated at XXXX. It rose by XXXX points However, XXXX was still reporting negative and so was Experian. So, I had to dispute with them again. 

XX/XX/XXXX rolls around, and my XXXX score dropped XXXX points. I looked, and the credit bureau revoked the payment status they previously fixed and changed it back to late. This caused my score to be XXXX. I do not know why that happened. 
I then called XXXX again and told them it was fixed, and then they revoked it a month later, and they told me the same thing, dispute again. The number of times I have disputed this with XXXX, XXXX and Experian is outrageous ( at least 5-8 times for each company ). The number of times I had called XXXX XXXX Bank was ridiculous at least 15 times. 

Since Customer Service kept telling me the same exact thing, I found this address ( Credit Reporting Disputes, XXXX XXXX XXXX XXXX, OH XXXX ) and wrote to them on XX/XX/XXXX. I explained my situation and I asked again if they could kindly show me some grace as I have been a customer for years, I made a mistake, I immediately did what was right and fixed the mistake, and they all said they would remove the late status. I also had never been late before. It also is discouraging as they reported it current, and then removed it. 

I received a letter back from them saying that what they reported is current and to dispute. I understand what they reported was correct, but many of the customer service reps told me it would be fixed once it was disputed. I have disputed way too many times and have not had any luck. I call back to this number : XXXX and they told me they can not discuss credit issues. I dont understand how if they are all the ones reporting it, and they are the ones that told me it would be fixed. I wrote them again XXXX and have not received a response back. I wrote each credit bureau by physical mail as well on XXXX that provided them with each case/dispute number I had filed and to please assist. 

I reached out to my local branch on XXXX and XXXX and a nice individual helped direct me to her District manager. He called me back on XXXX and said he would try to help me. I hadn't heard anything, so I went as far to reach out to their executive team on XXXX and explained my situation. I received a call from someone at XXXX on XX/XX/XXXX stating they received my message and would look into this for me. On XX/XX/XXXX I received a call back saying that they were sorry, they'd love to help me, but are unable to do so, and that they would use this as a learning situation to improve their customer service. 

I am extremely frustrated because I was led to believe for 4.5 months that there was light at the end of the tunnel. If I would've been told I couldn't have been helped from the start, I would not have gone these lengths. I made my first mistake, I acknowledged it, I took care of it, and was told it would be fixed. 

Any help would be greatly appreciated as this has caused me a tremendous amount of stress. I want help to get this situation fixed so I can move on and feel better. 

Thank you so much.

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