Consumer complaint received 2022-07-13
Company: Experian Information Solutions Inc.
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
We opened account XX/XX/XXXX. Freeze put on deposited check XXXX XXXX with XXXX clearing check same day. We were told verbally to mobile deposit check by bank branch person XXXX XXXX as well and it would clear and we then deposited another for {$310.00} Sunday that I had to put a stop payment when I called When I called branch XX/XX/XXXX I was asked to send cleared check and when I called next day to ask why it was on hold still and I had emailed the Teller stamped and signed cleared check requested by branch manager to release funds that had not been released I was hung up on. Shortly after that a XXXX XXXX called me whom I thought was going to release the hold but also said the branch was misinformed, XXXX oddly asked had I XXXX at anyone at branch?? So now I wondered they were spreading a rumor because lady who hung up was reprimanded. 

The next day the Presidents office XXXX XXXX called. I told her what we were told at branch by XXXX XXXX, XX/XX/XXXX the same employee gave us at time of opening account and it apparently our misfortune the employees were misleading us as well as the XXXX mobile app stating that mobile debosits funds available immediately. She said to mobile deposit the check since the direct deposit went to other account and it would definitely clear that night. No Worries. She also stated we could use Any XXXX ATM to insert cash deposit and after going to XXXX ATMs and inserting card and pin no deposit information came up, only with drawl so that is why I then wrote another check to deposit assuming thry trained there employees to understand their policy better then consumers. And the policies do say to call employees to ask questions, I guess that would mean in comma sense explain the policies. But for XXXX XXXX apparently this is not good ent. Not a cleared check, not her employees understanding of the policies, nor there understand I guess of the letter I received nor mine. Only the part stating the hold until the XXXX. We even on her recorded line read the letter together and she stated it doesnt matter that it states its holding it for not collecting funds that had nothing do with it only the date. There just was now discussing anything with her. And this is why I think there may be intentional scam by executives there with holds. She also stated the advertisement was not misleading as well I believe although again the only one receiving the immediate funds was XXXX XXXX.. In the meantime the bank actually turned around returning some payments knowing they had our funds and collected fees from XXXX. Our other accounts a dad also had to pay fees to the returned bill collectors because they refused to release a hold on a check thry knew. at the Branch was cleared and chose to bully me and my husband who thry knew as well was a XXXX XXXX whose direct deposit went to XXXX XX/XX/XXXX instead of XXXXXXXX XXXX and we were told No worries just mobile deposit and it will clear by XX/XX/XXXX latest. Which it did.XXXX told XXXX XXXX XXXX wrote the letter XXXX  and I actually wonder the automated letter came out after the funds were accepted by XXXX XXXX. 

When The bank was not releasing my hold and we now had transferred money expecting them to backup their Statements I put a stop payment on the check for XXXX to XXXX and XXXX for XXXX XXXX so thry didnt not clear resulting in more fees. 
I then received a double window envelope from Only one bank with a copy of the entire XXXX check it showing in the window envelope. I honestly couldnt believe it. We now had our financial information from XXXX being exposed by the bank cutting corner using cheap double window envelopes, not even covering account information and exposing it. If they are so careless to do this and breach security like this Im sure to thousands of others as well we can only guess what else these people are doing. The little I spoke to XXXX XXXX she was like a broken record and had insisted she must treat all the same, was recording all conversations when answered and now because she ultimately led to us not being able to even be able transfer funds or automatically have transferred carrying on her hold was legal putting us at risk at identity theft with the window letter which I also am just told nothing about by the bank. They have no information on it and will let yet another department know. 
I believe XXXX XXXX is running fraud advertising or at least misleading, scamming customers by holds and collecting fees, and should absolutely be penalized. This is unbelievable to me because I saw after my complaint how they already were sanctioned for this very same type of thing and have used up taxpayer money in federal court apparently lying during Covid Epidemic rather than letting that money be used to save lives and now have just placed crafty advertisements on XXXX on immediate funds, had misled consumers on deposits by people in branches XXXX XXXX  on XX/XX/XXXX weekend, and straight from their own Presidents office XXXX XXXX stated she recorder herself saying her hold and policies allow this as well as I guess the envelopes too showing account information. I have a photo of her number as she called and left a message Which surprised me the Presidents office was responding however she said they handled all complaints. I find this hard to believe as well but XXXX XXXX told me this as well on her recorded line.

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