Consumer complaint received 2019-08-09
Company: Experian Information Solutions Inc.
State: MO
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:
On XX/XX/2019 I purchased a XXXX XXXX and the loan changed to be gain with adding a extended warranty that I did not request but came in handy a week after I bought the car. However XXXX XXXX XXXX XXXX as of XX/XX/XXXX hadnt sent payment book or other paperwork Regarding the vehicle and the loan with them. I went into XXXX XXXX XXXX XXXX XXXX the beginning of XXXX and I think I also spoke with them over the phone prior to that and try to set up to do a payment but their online system for some odd reason wasnt taking payments or wasnt working. So I called customer service the same day and requested that they explain to me how to make the payment what we need to do and at that time they told me they would take the payment over the phone and so they asked for my account information and my routing information. Some time went by and I checked my account and noticed that the money was still there and that they had not withdrawn any fun so I contacted XXXX XXXX. XXXX XXXX XXXX again. That was XXXX or end of XXXX beginning of XXXX they explained to me that it said that it was not a valid account. So I went into XXXX XXXX. XXXX XXXX XXXX myself once I had got back into town again, I brought the proof that it was a active open account and the account print out information of when I opened it from the bank. They were to retry the payment. A couple weeks went by and I noticed that they did not again with drawl the payment at this time I am now two months in and they are promising that they have not notified the credit bureau and that theyll take care of This right away. So I  wants again gave them the information they set up another auto pay. XX/XX/XXXX or the first week in XXXX I arrive back into town and I notice once again that the payments have not been withdrawn I went back into XXXX XXXX XXXX XXXX XXXX with the paperwork information and try to show them that this was an active account and asked if they would please put the payment in there while I was sitting there. Their branch bouncing manager stated to me at the time that she could notTake that information and she could not enter it herself on her computer but that I could enter it on my own and contact her if I have any problems or a branch actually because she was a bouncing branch manager she would not be at that location all the time. I then  informed them that the online system was not working for me so they again apparently were going to set up an auto pay this time they did not order they waited a few days and set up another auto pay however I got a phone c take that information and she could not enter it herself on her computer but that I could enter it on my own and contact her if I have any problems or a branch actually because she was a bouncing branch manager she  would not be at that location all the time. I didnt inform them that the online system was not working for me so they again apparently were going to set up an auto pay this time they did They did not. Instead my credit monitoring service notified me that they had reported to the credit bureau that I was late by one payment then within a few days then sent me another alert telling me that they notified them that I was two payments like a few days later they notified him again that I was three payments late.  I spoke with them and requested that they please remove this from my credit that it was not fair and that it is hurting my credit score. They told me that they would not remove anything from the Credit until they receive something from the bank stating that it was an actual account and they had to be on bank letterhead. I went back into the other bank I requested that they give me a  letter on letterhead they sent me a protected email with the code I printed out what it is that they sent me and they explain to me at that time that the email would not work that they sent me because it looks like its just an email so I had to go back to the bank again and request on letterhead. At that time they told me I needed to contact customer service so I left the other bank contacted the customer service of my other bank and they helped me with contacting who they could to try to get something put on letterhead they sent that to my email I printed the letter head letter sent it to them and I also believe that it may have been faxed or emailed. Then while out of town they explained to me that they had to have cash and I needed to bring in cash from my bank to their bank which would not be an issue however I am out of town at this time so I could not get right there I explain that to them a couple of times when they had requested that a couple times prior. They then try to pick up the car which had just gotten out of the shop because of the gas leak and check engine lights that were on due to the place that I had purchased it from had cleared out those those lights after I had brought it back in for repair the moment I drove off the lot. So after I explain to them that that was not possible and why it was not possible they still proceeded to take further action. On the letter from the bank it clearly states that they were in the air they were entering the payment incorrectly that they were trying to auto debit their system did see it but automatically denied it because of how they were entering it through their online system it states in there that there were funds in there to cover the payment. At this time it is over three months past due and Im the one that is done all the  work to find out why they arent trying to collect their payment or why they did not collect a payment in the first place not to mention I still to this day have not received any paperwork from XXXX XXXX XXXX XXXX XXXX regarding the auto loan that I have with them. All the information I received was from Walking into that bank which is where they gave me a business card and written on that business card was the routing number and account number that I was to use for payments on the auto loan. I spoke with the customer service manager there that was a very  rude and disrespectful man and very hard to deal with would not work with me at all I was then called by the president who said that he would work with me he just needed to verify if the account was correct and if I could get something from the bank I sent him over that same letter stating that he didnt contact me and tells me that he needs to speak with the actual bank with us on a conference call. The bank explains to me that they will not release any personal information or any funding information over the phone that he would have to take that letter and there was nothing more they could do. At this time they have my vehicle and I have spent over {$2000.00} between registration and repairs and now the inconvenience of not having a vehicle. Not to mention that they have notified the credit bureau now it is in a repossession status and that is actually on my credit they have destroyed my credit score they refuse to repair it and they have the vehicle. I would like for them to repair my credit score and to forgive the loan or return the car with no fee do know back payments and credit my account that {$1500.00} that is needed to cover those payments. I provided them with enough information and they have provided me with a financial disaster one that I do not appreciate. I was in the middle of a real estate transaction and my credit score has put everything on hold and they are refusing to repair anything and IHave been more than willing the entire time to get this taken care of and to show them that it was their fault and not mine and that it wasnt inconvenient way to do business to require me to go get all those fun when they knew that I was going to be out of town for an extended period time. Ive been working extensively on a device regarding XXXX XXXX and XXXX and all of my time has bee have been more than willing the entire time to get this taken care of and to show them that it was their fault and not mine and that it was an inconvenient way to do business to require me to go get all those fun when they knew that I was going to be out of town for an extended period time. Ive been working extensively on a device regarding XXXX XXXX and XXXX to  help those that are affected with those unwelcome unwanted and unknown transmissions by our very own government. So as you can see I have my hands full and Im working on something that is important to our country and to our citizens. I am requesting that you notify them to please except that letter as notification that it was their error as well as notification that the funds were there I am also requesting that they except that XXXX as a loss to them their bank for the time and inconvenience and fees associated with transportation cost Associated with the normal travel use of the vehicle. Please feel free to give me a call at XXXX. I would like for this to be removed completely from my credit report and to reflect good status or to be removed completely until the issue with the car is resolved rather they return the car where they keep the car.

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