Consumer complaint received 2025-05-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Army and Air Force Exchange Service
State: TN

Complaint narrative:
On XX/XX/XXXX this account was paid and has a XXXX balance. However despite repeated attempts showing them the harmful and inaccurate information being reporting XXXX and the credit reporting agencies refuse to investigate and correct the inaccurate information as stated in the FDCRA. XXXX credit reporting team despite many emails and screen shots showing the incorrect information is just ignoring me and XXXX XXXX  XXXX and XXXX are not even conducting investigations into the problem even when you provide documented proof from the creditor. I disputed this XXXX account last week and even followed on twice on the phone explaining the problem and requesting a call back from a supervisor which I never got. Because on my XXXX report it was showing that XXXX was reporting that the tradeline was an active collection in XXXX of XXXX. I even provided proof that the account was paid in XX/XX/XXXX when I submitted the dispute I specifically asked question how can a paid account with XXXX balance be an active collection account. I even sent screen shots to XXXX credit reporting team asking the same question and received no response. As of today XX/XX/XXXXXXXX XXXX has closed the dispute and changed the report to reflect that it has been in collection from XX/XX/XXXX to XX/XX/XXXX ( I would like to point out again that this account was paid in full on XX/XX/XXXX ) XXXX is reporting that it's an open collection account and XXXX  is doing the same. No one wants to fix this problem. The creditor and the credit reporting agencies are NOT conducting investigation as required by law and are violating the FCRA and no one is doing anything to resolve it. I was even told by one of the XXXX  agents that it does not matter if you provide supporting information when you dispute your claim. I believe that credit reporting agencies and the creditor feel as though they don't have to abide by the laws that govern them and they can report what they ever they want knowing that the only recourse is correct the inaccurate information is by taking all parties to time consuming process in court. All because they refuse to correct the reported trade line. I have provided screen shots showing the before and after from XXXX XXXX reported last month on this same creditor that the account was actively 120 days past due or more then 4 months pas due and I challenged that and it was then changed to an active collection. All of this documentation has been provided and so much more has been provided to all the credit reporting agencies and the creditor and has been ongoing for close 5 months now with resolution and with the creditor saying our information is correct and the credit reporting agency saying we just receive what the creditor reports. I have asked for documentation from both as to how there investigation was conducted and those requests have ignored. I have threaten legal action and have provided the creditor even the section in the FCRA 15 U.S. Code 1681s-2 - ( a ) ( 1 ) ( A ) ( B ) that they are in violation and that has gone ignored. I have provide my phone number to try and resolve this amicably and received no call ( XXXX ) and the only course I have is to pursue legal action.

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