Consumer complaint received 2017-09-11
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:
With a broken heart I am pleading with the Consumer Financial Protection Bureau to PELASE help me investigate XXXX XXXX XXXX  and XXXX . I have suffered lies, verbal aggression and financial hardships because of the way my account was mishandled by XXXX XXXX. 

Earlier this year XXXX failed to send me statements to physical mailbox at XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, CA XXXX on many occasions. They claim that I signed up for paperless statements but I NEVER did! That option was never selected by me. My husband and I signed up for auto-pay and that was it. Many months before this we went through XXXX and back dealing with customer service representatives and tech support in various other countries who were trying to fix the mixed profiles on my account and they could not. A few months after in 2016 they claimed it was fixed and the two inactive accounts would not show up on my profile but they did, and my husband and I were unable to link our accounts over and over again. I called XXXX and let them know that I have auto-pay set up but I was NOT able to see my statements at the top of the credit card section because of past linked cards so I wanted to make sure I received statements in the mail. After not receiving XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX I was charged astronomical late fees that over drew my auto-pay and because they failed to mail me statements the late went unnoticed until almost 3 months later. I finally got a call about it being overdue around XX/XX/XXXX-XX/XX/XXXX. 

I called right away and paid the balance and spoke to 2 representatives ( XXXX and XXXX ) who reversed ALLLL of the fees and assured me that the late that had shown up on my credit report would be reversed as well and that it was definitely going to be done and all I had to do was call Monday to the east coast at ( XXXX ) XXXX ( this was the number XXXX # XXXX and XXXX gave me ) and inform them that the late was not my fault and that along with the reversed fees I should also have my credit report corrected. When I called the following week I spoke to the most aggressive, condescending, sarcastic and hurtful representative who would not let not me speak and pretty much raised her voice at me and made me cry! She refused to do anything, and after I asked her to please check what the last representative had noted about correcting my credit report she claimed that nothing was noted. The original representative said she would SEND me a letter confirming that the late would be removed and that she would put a note on the account that the unseen statements were not my fault and that it should be corrected just in case i had further problems like last year. XXXX ( # XXXX ) was the representatives name that made me cry and she refused to let me finish speaking! She was so mean to me that my whole body was shaking in disbelief and my husband was very concerned for me at that moment. 

My issues are that I never asked for paperless statements as they claimed. I ONLY set up auto-pay and told the representatives not to sed me paperless because I had 2 other credit cards appearing on my profile which showed {$0.00} balances ( one was closed and one was an authorized user ) because it was VERY confusing that I COULD NOT link only my NEW card! 

I was told earlier this year and late last year that XXXX was going through a system update and the office systems and computers were changing and that I would probably have issues for a while and It has indeed been very unorganized at their offices and on their website! 

I begged and pleaded with XXXX, XXXX # XXXX and XXXX # XXXX for a review of my phone calls and I was refused. I wanted them to hear for themselves what the two representatives had promised me and they refused ; claiming it was not their JOB/REQUIREMENT to let me hear that! What is the point of recording me if you can not use it to verify employees mistakes against customers? Are they only in the business of falsely incriminating customers? 

XXXX returned allllll of the fees and interest that threw my account over the limit on my auto-pay. I was charged back to back insane fees and they were reversed. Therefore that LATE should not be reported. Why returns fees and interest ON THOSE fees and not correct a late if it was my fault? I told the representatives that I was only calling about the LATE on my credit report, not the fees. I never asked for fees to be reversed but when XXXX investigated this matter for me she assured me that I was not at fault and that the late would come off and as a result OBVIOUSLY the fees and interest would be returned to me as well. hence, so should the late on my report be corrected. 

XXXX bombardes my email account withrewards statements, sales and ridiculous junk mail from their associates and this is very confusing and there is no way one could see important statement information when they are mailing me tons and tons of other things and backing up my email! I even unsubscribed many times from all rewards card information and still till this day they are sending them to me. The rewards card with Loyalist sends emails with STATEMENT in the subject line, who would n't confuse this with credit card statements? PLUS, I never signed up for statements from my XXXX XXXX to go to my email, so I would never know to check there! This company is very amateur and unprofessional and they put customers at risk and then refuse to acknowledge their mistakes. I have been an employee at XXXX in XXXX XXXX and I can not believe that they are doing this to me. It is not fair, they lied to me. It is not my fault that they have representatives who are misinformed and tech-support agents that can not fix very common and simple issues! 

The only solution they offered me was that their representatives would be coached. But that does not help me! I was WRONGED! I have lost over 100 points on XXXX for this late and my authorized user has lost a mortgage refinance because of their negligence. Their website if very confusing and there is no way I signed up for paperless statements. My husband informed me that the statements could not be seen and the account could not be linked because the old profile would not let me at the time so we moved it to auto-pay to be safe and requested mailed statements. That is that! Whatever happened in between that is not properly documents and I am being toyed with and it is unfair and all based on poor account management and note taking by representatives. My account has a credit of {$48.00} and yet I am still late for the month of XXXX XXXX. This is wrong, ridiculous and ironic!!! They refused to properly investigate this and that is a problem because when I called tech support and asked for statements I was speaking to people who barely spoke ENGLISH! I am not surprised my account was mishandled.

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