Consumer complaint received 2020-10-08 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
XXXX XXXX XXXX ( Social Security XXXX ; CA DL XXXX ; DOB XX/XX/XXXX ) XXXX XXXX XXXX ( Social Security XXXX ; CA DL XXXX ; DOB XX/XX/XXXX ) XXXX XXXX XXXX XXXX, CA XXXX Acct # XXXX Dear CFPB, We have tried contacting the XXXX Credit Dispute Department without help. 

We are writing to get your help with account XXXX which had negative information reported for XXXX XXXX ( Social XXXX ) and XXXX XXXX ( Social Security XXXX ) in XX/XX/XXXX to all three credit bureaus by XXXX. 

We are loyal XXXX Premier Personal Banking clients. We have in the past had a home loan in XXXX with XXXX for XXXX euros ; multiple credit cards, checking, and savings accounts at XXXX ; and currently brokerage accounts at XXXX with over {$400000.00} balance. 

We have been very timely and careful with our credit usage at XXXX. A review of our account will show we have paid everything in full and on time. We pride ourselves in being diligent in paying our bills. 

We are XXXX  with a busy XXXX XXXX. We are in the process of buying a Covid-19 testing machine and a credit check revealed this negative information which precludes buying the machine. 

The account was set up with the help of our Personal Banker, Ms. XXXX XXXX, and her home mortgage team in XX/XX/XXXX. We've reviewed our records and know that an error with BillPay occurred in XX/XX/XXXX. Immediately as it occurred, we spoke with XXXX XXXX at the XXXX XXXX XXXX  ( XXXX ) branch in XX/XX/XXXX and she said this error would be fixed. She said she noted occasional glitches in the software. 

On XX/XX/XXXX, I called XXXX customer service at XXXX XXXX XXXX and spoke to XXXX, ID # XXXX, in the Mortgage Department. When I explained in detail that the problem occurred due to an error in the BillPay, he said after a lengthy 43-minute phone call that he had noted this in our file and that his manager XXXX, ID # XXXX had approved for the department to issue a letter to all 3 credit bureaus to remove this information.

As Premier Personal Banking clients, XXXX has always taken excellent care of us. We are so thankful to my XXXX team. We know Ms. XXXX XXXX has also contacted the XXXX Credit team to see if they might help me quickly resolve the negative information that is both under my name ( XXXX XXXX ) and my wifes name ( XXXX XXXX ). 


We are attaching a copy of a recently obtained report which corroborates the negative information reported to XXXX, XXXX, and Experian. We called again on XX/XX/XXXX, and spoke to XXXX, confirmation # XXXX. On XX/XX/XXXX, we spoke to XXXX and XXXX, ID # XXXX, Ticket # XXXX, in the Mortgage Department. On XX/XX/XXXX, we also spoke to XXXX in the Collections department at XXXX XXXX XXXX. We have spent the past two weeks contacting them via phone to rectify this error.

We are very loyal customers and we hope they will be able to correct this information with all 3 bureaus for XXXX XXXX and XXXX XXXX, even if possible on a courtesy basis. We do not believe this mistake in XX/XX/XXXX is our fault and due to a glitch in the software. Our manager understood this and had promised us that this was resolved.

Our community is suffering from Covid-19 cases. We hope you will be able to resolve this credit issue expeditiously please for the sake of our community. 

Please find attached the handwritten notes of my discussion with XXXX XXXX and a copy of our driver 's license. 


Sincerely yours, XXXX XXXX XXXX XXXX XXXX XXXX cc : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AL XXXX XXXX   XXXX XXXX XXXX XXXX  XXXX XXXX, PA XXXX Experian National Consumer Assistance Center XXXX. XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX. 
XXXX, GA XXXX

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