Consumer complaint received 2025-07-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
Dear CFPB Officer, I am submitting this formal complaint regarding multiple inaccurate, unverifiable, and misleading listings on my credit report that I believe are in violation of the Fair Credit Reporting Act ( FCRA ), the Fair Debt Collection Practices Act ( FDCPA ), and the CARES Act. Despite my good faith efforts in contacting the credit bureaus and creditors directly, these accounts and credit inquiries remain unresolved. 
Below is a comprehensive breakdown of the problematic accounts and inquiries, categorized by issue, law, and related facts : XXXXXXXX XXXX # XXXXXXXX XXXX XXXX XXXX XXXX  | Opened : XX/XX/XXXX | Balance Owed : {$4100.00} | Status : Charge Off * * Issue : This charge-off account has not been updated accurately to show its true status over time. I believe there may be inconsistency in the balance, and documentation needs to support the status.

Law : According to 611 of FCRA, any information that can not be verified must be removed from the credit file. Reporting outdated or unverifiable balances is against the law. 
Story : In XXXX, I was undergoing a severe medical condition which required continuous care and hospitalization. Due to the sudden medical bills and income disruption, I was unable to maintain my payments. Despite this, I attempted to make arrangements with XXXX through customer support, but was poorly advised and no support was provided. I am now in a better financial state and requesting that this be fairly reassessed and either corrected or removed. 

XXXXXXXX XXXX # XXXXXXXX XXXX XXXX | Opened : XX/XX/XXXX | Balance Owed : {$2500.00} | Status : Charge Off * * Issue : The account was charged off during COVID-19 hardship but was never reported to reflect forbearance or hardship status.

Law : Per CARES Act guidelines during the COVID pandemic, lenders were required to maintain accounts in a current status if payment accommodations were made. 
Story : In XXXX, like many Americans, I suffered a complete loss of income due to the pandemic. I requested forbearance under the CARES Act which was acknowledged over phone but not updated in writing. Despite the hardship, I was still reported as a charge-off which caused significant damage to my credit and job applications. Reporting must be corrected or removed in accordance with pandemic laws. 

XXXX XXXX XXXX # XXXXXXXX XXXX XXXX | Opened : XX/XX/XXXX | Balance Owed : {$0.00} | Status : Charge Off * * Issue : Account marked " Charge Off '' but balance is {$0.00}, suggesting it was either paid or settled. However, derogatory status wasn't updated.

Law : Under 605 of the FCRA, accounts must report truthfully and current status must be reflected if account is settled. 
Story : I settled this account with a lump-sum payment offer from the creditor in late XXXX. As per the settlement agreement, I paid in full and expected credit report status to reflect as " Paid '' or " Settled ''. Despite months of requests, the derogatory status remained " Charge Off '' instead of being updated properly. This is unjust and harms my creditworthiness without cause. 

XXXX XXXX XXXX XXXX XXXX | Opened : XX/XX/XXXX | Balance Owed : {$2100.00} | Status : Late Payments * * Issue : Repeated late payments were reported even though payments were delayed due to verified banking errors and not customer default. I even submitted disputes but no reasonable reevaluation occurred. 
Law : Under the FCRA and ECOA ( Equal Credit Opportunity Act ), lenders must provide fair reinvestigation and rectify if consumer is not at fault. 
Story : In XXXX and XXXX of XXXX, I experienced fraudulent activity on my checking account, which led my bank to freeze payments temporarily pending fraud investigation. Although I notified this company in a timely manner, late payments were still recorded. These had nothing to do with my creditworthiness or irresponsibility. I request correction or removal based on faulty reporting. 

XXXX XXXX XXXX # XXXX | Opened : XX/XX/XXXX | High Balance : {$6000.00} | Status : Charge Off * * Issue : This account was a result of identity theft. A police report was filed in XXXX and FTC affidavit submitted. 
Law : FCRA allows victims of identity theft to request removal of fraudulent accounts by submitting written statement along with documentation.

Story : I was shocked to discover this account, which I never opened. After investigating, I found it was opened using my stolen personal info. I have since submitted Form XXXX with the IRS, filed identity theft report, and also submitted complaint to XXXX. They failed to remove or verify. Reporting this account as mine violates XXXX of FCRA. 

XXXX XXXX # XXXXXXXX XXXX XXXX XXXX XXXX | Opened : XX/XX/XXXX | Balance Owed : {$5600.00} | Status : Charge Off * * Issue : Incorrect balance, not reflective of payments actually made, and continuously updating charge-off date to damage consumer score. 
Law : FCRA mandates accurate and correct information and practices like " re-aging '' the charge-off are illegal. 
Story : I made XXXX payments under the settlement plan in XXXX, which were accepted but not recorded. I stayed in contact with them, yet they continued adding late fees and updates in bad faith to LOWER my score. This is unethical and needs immediate audit and correction. 

XXXX XXXXXXXX # XXXX and XXXX XXXXXXXX # XXXX | Opened : XX/XX/XXXX | Balance Owed : $ XXXX {$740.00} | Status : Charge Off * * Issue : Paid as agreed through Early Payoff plan, but not updated on credit. 
Law : As per 623 of the FCRA, furnishers must correct any information once notified of error.

Story : I availed small " pay in 4 '' plans, and paid both accounts well in-time. Nevertheless, these were marked as delinquent after I disputed extra service charges they added wrongly. This reflects unreasonable penalizing and should be reviewed for repair or removal. 

Unknown Account # XXXXXXXX XXXX | Opened : XX/XX/XXXX | High Balance : {$12000.00} | Status : Collection * * Issue : Completely unknown collection ; no prior notice, validation, or debt collector contact. 
Law : Per FDCPA ( Fair Debt Collection Practices Act ), consumers must be notified within 5 days with written validation of the debt. 
Story : I have never received any correspondence regarding this debt prior to it being reported. It appears to have been placed directly on my credit without my knowledge or acknowledgment. As the law requires written validation before damage, this collection must be removed or validated immediately. 

Commercial Credit Inquiries Various Dates XXXX Including : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Issue : Majority of these hard inquiries were unauthorized, or made within a short time during auto-loan shopping should be treated as XXXX inquiry under XXXX scoring practices. 
Law : Under 604 of the FCRA, inquiries must be authorized and should not negatively impact if treated as rate-shopping. 
Story : During early XXXX, I was attempting to buy a used car and visited multiple dealerships within a two-week window. I was told this would not count against my score if completed in a short span. Unfortunately, multiple inquiries were made without my single consent and are now reflecting separately. They do not represent new debt and are harming my profile. I request removal or proper treatment under XXXX auto-loan inquiry rules. 
In light of the above, I respectfully request a full reinvestigation under FCRA 611 within the 30-day dispute period. Please provide written confirmation of the outcome and copies of any documentation used in your verification process.

What I Am Requesting from the CFPB : 1. Conduct a full investigation into each listed creditor and CRA ( Experian, XXXX XXXX  ) for possible legal violations. 
2. Require written verification and proof for all debt and account reporting according to 611 and 809.

3. Order the removal or correction of all erroneous accounts, status violations, unauthorized hard inquiries, and fraud-related listings based on documentation I've submitted.

4. Ensure that creditors comply with FCRA, FDCPA, and CARES Act protections, especially in light of post-pandemic provisions. 

Thank you for providing this platform to consumers like me to protect our rights. I am confident that the Consumer Financial Protection Bureau will take appropriate action to hold these companies accountable and help restore accuracy and fairness to my credit profile.

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