Consumer complaint received 2024-01-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
In XXXX I opened a credit card with XXXX. The card was almost immediately stolen and maxed out with fraudulent charges. It was initially removed from my account, and then was subsequently re-added. The reason I was given was that I didn't have enough history with XXXX to show that the activity was irregular, so I was going to have to prove it. 

After a lengthy appeal process, I eventually used time stamped transactions from my bank and timecard data from work to prove that I could not possibly have made the XXXX transactions in question. My bank statements/timecards showed that I was in XXXX, XXXX at the time of the fraudulent charges, which took place in New Jersey at locations I could not possibly have been at. I even included maps with estimated travel time between the locations in question. XXXX ruled in my favor in XXXX of XXXX, and I subsequently closed the account. During the appeal process, I did not pay the outstanding fraudulent bill, because I was living paycheck-to-paycheck in XXXX XXXX XXXXXXXX at XXXX XXXX XXXX and could not afford to pay hundreds of dollars for fraud. 

Throughout that process, I confirmed repeatedly with XXXX that, should it be ruled in my favor, all of the late activity on my account would be erased. They assured me it would be. After it was settled, I again confirmed this with them. They again told me all record of the charges and late balances would be completely removed from my account history and updated with the reporting agencies. I accepted this answer, not thinking there was any reason for it not to be true. 

In the ensuing years, I went on thinking that XXXX had accurately updated my account. 

I spoke with them a couple of times since then, but I am not sure exactly when. Every time I have spoken to them since the fraud dispute, they have assured me there is no late activity on my account. It wasn't until recently, when I began considering home ownership and began closely monitoring my credit, that I noticed XXXX had failed to make this update. I am not exactly sure when I became aware of this, but I began again taking action about it in XX/XX/XXXX. 

I believe on XX/XX/XXXX I spoke with someone at XXXX who once again assured me that this would be fixed. She looked at the account, confirmed that somehow they had failed to originally send the update to the reporting agencies, and told me she would fix it. She said that she sent a new update, and that it might take up to a week to process, and 30 days to show up in credit reports. I asked for it to be expedited if possible, but she was not able. A supervisor later told me in a different conversation that the update she promised was sent out to the credit reporting agencies was sent out on XX/XX/XXXX. 

The 30 day window passed, and the only agency that seemed to have updated my account information was XXXX. XXXX shows me as having XXXX late payment history and a score of XXXX. Experian, for example, still shows me as having major delinquencies from the XXXX account closed in XXXX, and a score of XXXX. I filed disputes with Experian in XX/XX/XXXX, and they told me conflicting stories about this. XXXX representative at Experian told me that they never received an update from XXXX, or a response to my dispute. A supervisor told me on XX/XX/XXXX that XXXX " confirmed my account was up to date '', and nothing has changed for Experian. After I repeatedly asked to escalate this on a recorded line in which I told the full story, tried to be patient, and used no abusive language, the supervisor told me all they could do was file another dispute, a process that had already failed, and eventually hung up on me after I asked their name. I had a similar experience with a XXXX supervisor earlier in XXXX, although that person did not hang up on me. He again confirmed that XXXX shows no late activity on my account, claimed that bureaus had been accurately updated, and refused to do anything else. 

As of today, XX/XX/XXXX, both XXXX and Experian claim that they have done everything they can or are willing to do, and my credit is still being inaccurately reported. I have said repeatedly that I believe this matter could be quickly resolved with a direct phone call or email between the companies, but they refuse to do anything outside of their typical dispute process, and I am powerless to get the results I need. XXXX is also inaccurately showing my information, and I have also filed a dispute with them to no avail, but I haven't had as lengthy of customer service contact with them. I seem to be out of options, and then someone told me about CFPB. 

I do not have any supporting documentation from my ongoing issues with these organizations, as it has happened almost entirely over the phone, but they have all assured me that it is all reflected in my account history.

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