Consumer complaint received 2021-04-23
Company: Experian Information Solutions Inc.
State: OK
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I leased a vehicle through XXXX XXXX XXXX a/k/a XXXX XXXX XXXX ( hereafter " XXXX '' ) on XX/XX/XXXX, with a maturity date of XX/XX/XXXX. I returned the vehicle per the lease/balloon finance agreement on XX/XX/XXXX, as evidenced by the attached receipt. On XX/XX/XXXX, the balance on the vehicle was paid in full by the car dealership. On or about XX/XX/XXXX, I received a notice from Experian that my credit score had dropped. Upon investigation, I learned that XXXX XXXX XXXX had been reporting me for late car payments from XX/XX/XXXX - XX/XX/XXXX ( 6 late payments to date ). 

On XXXX XX/XX/XXXX, I spoke with XXXX ( last name unknown ) in XXXX 's customer support in an attempt to pay by phone any late payment that may be owed. XXXX investigated my account and said the following : The balloon payment applied to your account was applied to the end of term. Your account is current and no final bill was ever sent to you from XXXX. The {$400.00} charge appears to be in error and you do not owe anything to XXXX at this time. XXXX then told me that in order to get the credit report updated, I would need to send a dispute to the XXXX Credit Dispute team. 

On XX/XX/XXXX, I received a secure message from XXXX XXXX XXXX, which included a final payoff letter evidencing that my account was paid in full and closed ( see attached ). Thereafter, on XX/XX/XXXX, I sent a dispute letter with supporting information to XXXX, including the paid in full letter. In the meantime, I was reported to the credit bureaus for late payments in XXXX, XXXX and XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter which stated that the inaccuracies on my account were investigated and that the inaccuracies would be corrected within 60 days, and to call customer service with questions. ( Letter attached ). 

XXXX removed all of the late reports except for late reports in XX/XX/XXXX, and a XX/XX/XXXX. On or about XX/XX/XXXX, nearly 60 days after the dispute letter, I called XXXX and asked them if they were still showing that I owed {$400.00} because I was still being reported. I was told again by customer service that I owed nothing, my account was paid in full as reflected in the XX/XX/XXXX letter, and that my only remedy for the late reports was to file another dispute with XXXX. On XX/XX/XXXX, I filed a credit dispute with Experian. In the meantime, I was reported by XXXX for late payments in XXXX, XXXX, and XX/XX/XXXX. 

On XX/XX/XXXX, I filed a complaint with the XXXX XXXX XXXX against XXXX XXXX XXXX. That same day, I called XXXX again and was transferred to the collections department. I asked again to pay the {$400.00} fee. I was again told that my account was closed and paid in full and that I should not be reported to credit bureaus for late payments. I was transferred to customer service, and again, was told that my account would be reinvestigated and to follow up in 5 business days. 

On XX/XX/XXXX, I called XXXX again and was connected to the Lease-End Department, where I was advised that I owed a {$400.00} turn in fee. I promptly paid the {$400.00} fee, as evidenced on my account and by my bank statement. On XX/XX/XXXX, I received a message from XXXX through the Better Business Bureau informing me that I owed {$400.00}, that I was billed for the {$400.00} turn in fee prior to an address change on XX/XX/XXXX, and that the late payment reports on my credit report were accurate. Please note that the address change was 20 days AFTER the date of the XX/XX/XXXX Payoff Letter evidencing that my account was paid in full and closed. 

Between XX/XX/XXXX and XX/XX/XXXX, I never received a bill, a statement, a letter, an e- mail, a late notice, phone call, or other attempt to collect the outstanding {$400.00}, even after the supposed XX/XX/XXXX address change. Instead, I was repeatedly told that my account balance was {$0.00} while continually being reported to the credit bureaus. To be clear, I have made numerous attempts to pay the debt, and have been willing and able to pay the money the entire time. I detrimentally relied on XXXX 's assurances, both the written pay off letter and verbal assurances that my account was current based on the balloon payment greater than the balance due, and as a result of XXXX 's inefficiencies and inaccuracies, my credit report and score has SEVERELY suffered. In addition, XXXX grossly violated notice requirements of late payments, as I never received any information from them regarding the late payments or the reports. 

Attached to this complaint are the following : 1. Letter dated XX/XX/XXXX from XXXX stating that the account is paid in full and closed. 
2. Letter dated XX/XX/XXXX stating that my account was investigated and the inaccuracies would be corrected within 60 days. 
3. Vehicle Return Receipt 4. Payment history reflecting 1 ) a payoff amount greater than the amount owed on the car by {$650.00}, and 2 ) the {$400.00} payment made on XX/XX/XXXX 5. A picture of my bank account on XX/XX/XXXX reflecting the {$400.00} payment 6. A screenshot of all statements and letters received on my account ; and 7. An end of term statement stating the process for turning in the vehicle. 

I respectfully request that the CFPB investigate this issue and demand that XXXX XXXX XXXX remove the late reports from my credit report.

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