Consumer complaint received 2022-05-14
Company: Experian Information Solutions Inc.
State: NY
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:
I had signed a contract with XXXX XXXX in XXXX, SC for one of their time shares on XX/XX/2022, having been enticed by an offer by a representative through XXXX  XXXX  XXXX  for a 3 night stay at a 4 star resort. I flew to XXXX and rented a car for that stay and stayed at the XXXX XXXX, Patriots XXXX, which is a 2 star hotel. The front desk clerk told me immediately that evening, having waited for over 2 hours at the airport for my car rental, that I needed to attend the XXXX time share presentation at XXXX am the next morning. It was nearly midnight when I checked in and my luggage had been lost by the airlines. I couldn't make that meeting at XXXX am, and ended up driving to the airport the next day at XXXX pm to retrieve my luggage arriving on another flight. I scheduled it again the following day, XX/XX/2022. I should have known better than to have signed a contract with XXXX, as it seemed shady from the start, including the behaviors of the " sales team '' personnel, the presentation, which lasted a good deal longer than advertised, and the sales agent himself, who after applying for a XXXX credit card from XXXXXXXX XXXX XXXX, was acting quite suspiciously it seemed. However, I did sign a contract for part ownership of a time share, which I intended to pay in full, once I returned home. The sales agent convinced me it was a " good deal. '' After contacting one of their customer service agents, who I thought acted suspiciously, and then reading several reviews of XXXX on this website and others, I decided to terminate the contact and followed the protocol stipulated by South Carolina and XXXX on XX/XX/XXXX, well within the 5 day contract termination period. I sent via return receipt certified mail my letter of notice of termination for my contract on XX/XX/XXXX and have kept a copy of that letter, and followed up with phone calls to their customer service representatives during the following weeks. At least 2 of their representatives initially verified the contract termination letter and assured me that no mortgage payments would be charged. However, having spoke to one of their other managers, he told me they didn't have the letter and to send him copies of the return certified receipt, which I did taking photos from my cell phone to him directly via email. He also told me that I needed to send back all documents I had been given and obtained during the contract signing process, which I did and had brought them to the post office to do so. I have been in contact with one of their customer service management representatives, XXXX XXXX, who has verified turn of those documents with a photo of them sent to me in an email. In an email, she verified that my contract had been terminated. However, I have been getting written letters from XXXX XXXX  informing me that my mortgage account is delinquent and that I need to pay for past mortgage payments, which is incredible. They have notified to credit reporting agencies of delinquent credit. I have stayed in contact with XXXX XXXX including the letter they had sent most recently, who assured me 4 days ago that she would " look into this immediately and haven't heard back from her yet. I sent her another email this morning asking where things stand. I had also been contacted by one of their collection department representatives on the telephone, XXXX XXXX  who informed me to send her a copy of XXXX XXXX 's email as verification of cancelation of my contract, which I did. I followed up and an email back to XXXX XXXX  requesting the status of my last correspondence with her, but her email address was no longer valid, according to notification from my gmail email account. I had also sent a letter to their " mortgage research department, '' which included a copy of the XX/XX/XXXX notice of termination letter, a copy of the return receipt verifying they had received that letter, and a copy of XXXX XXXX 's email verifying termination of my contract, on XX/XX/XXXX, 8 days ago. That was after receiving their last notice. That letter stipulated I had 30 days to respond to my " delinquent mortgage account, '' yet 4 days ago, I was alerted to reported delinquencies to the credit reporting agencies from XXXX XXXX XXXX. I called their corporate office immediately and left a message about this. I had tried several times in the past to contact their corporate office in XXXX XXXX, but their message machine informed me that they were out of the office because of CoVid-19. XXXX XXXX and I have been in email contact recently, as of yesterday morning. At that time she relayed that theyre sales department told her that I didnt get the rescission of contract letter there in time, and that they werent sure I terminated the contract. That is untrue, I have a copy of the dated and signed letter I sent on XX/XX/XXXX, and my certified return receipt, signed by XXXX XXXX of their Corporate office in XXXX XXXX. Its dated XX/XX/XXXX at XXXX PM. It took 3 days for the XXXX Postal Service to deliver my letter. My letter was sent and written and sent within XXXX and XXXX XXXX 5 day cancellation period. XXXX XXXX emailed me that she was working on it, ( my situation ) as we spoke yesterday morning. Ive heard nothing back from her. I just spoke to another customer Service XXXX, " XXXX, '' who has created a case number for their mortgage department, they consistently fail to return my telephone calls to them, as in a few days ago, I was told one of their managers would call me back, he did not in fact. That case number is : XXXX. I was told they would call me back by this supervisor, as he's created a case file for them.

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