Consumer complaint received 2025-12-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a 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:
FORMAL CFPB COMPLAINT Against : XXXX XXXX XXXX, XXXX. 
Re : Inaccurate Credit Reporting, Failure to Investigate, and Unfair Accounting Practices I. PARTIES Consumer : XXXX XXXX Address : XXXX XXXX XXXX, XXXX, CA Account : XXXX Credit Card ending XXXX XXXX XXXX XXXX XXXXXXXX Furnisher : XXXX XXXX Bank, XXXX. ( XXXX ) XXXX. NATURE OF THE COMPLAINT This complaint concerns Chases inaccurate furnishing of credit information, failure to conduct a reasonable investigation after dispute, and the use of a repetitive and opaque accounting process that improperly escalated minor timing issues into a reported XXXX delinquency, causing substantial consumer harm. 

Chases conduct constitutes negligent and willful non-compliance with the Fair Credit Reporting Act ( FCRA ) and reflects unfair and deceptive practices in violation of federal consumer protection standards. 

XXXX. FACTUAL BACKGROUND A. Payments Were Made and Accepted Chases own transaction records confirm that payments were made and posted, including a payment that posted on XX/XX/XXXX. At no point did the consumer abandon the account or fail to make payment for a period exceeding thirty ( XXXX ) days. 

The existence of a late fee or interest charge does not equate to a XXXX delinquency. Under the FCRA, a furnisher may report a XXXX late payment only where no payment is received for more than XXXX days after the due date. That factual predicate is absent here. 

B. XXXX Employed a Repetitive and Opaque Accounting Cycle Instead of restoring the account to current status after payment, XXXX subjected the account to a repetitive cycle consisting of : Assessment of late fees Accrual of purchase interest Partial or nominal interest reversals Renewed interest accrual Maintenance of an internal delinquency designation This cycle obscured the true status of the account and made it impossible for a reasonable consumer to reconcile charges, reversals, and interest. The structure and effect of this process strongly suggest it was used to preserve an internal delinquency status rather than reflect actual payment behavior. 

The consumer expressly challenges the legality, fairness, and transparency of this accounting methodology. 

XXXX XXXX Failed to Conduct a Reasonable Investigation After Dispute After the consumer disputed the inaccurate reporting, XXXX was obligated under 15 U.S.C. 1681s-2 ( b ) to conduct a reasonable investigation. XXXX failed to do so. 

Specifically, XXXX did not : Review payment posting dates relative to due dates Review customer service call recordings from XXXX Review internal agent notes or escalation logs Provide a written investigative determination Disclose a method of verification or evidence relied upon Instead, XXXX closed the dispute via an informal telephone communication. During that call, a XXXX XXXX XXXX agent incorrectly stated that the account remained delinquent, despite payment having already been posted. 

An investigation that relies solely on automated system indicators or internal status codes without examination of primary records does not satisfy the FCRAs reasonableness standard. 

IV. INACCURATE CREDIT REPORTING Despite receiving payment and despite the absence of any XXXX non-payment period, XXXX furnished XXXX XXXX delinquency to consumer reporting agencies. 

This reporting was : Factually inaccurate Unsupported by payment history Maintained after dispute without verification Disproportionate to any alleged payment timing issue Continued reporting after dispute, without substantiation, constitutes ongoing non-compliance.

V. CONSUMER HARM AND DAMAGES As a direct and foreseeable consequence of Chases conduct : The consumers credit score materially declined The consumer was denied the ability to refinance at a lower interest rate The consumer continues to incur approximately {$1000.00} per month in financial harm XXXX was placed on notice of this harm and nevertheless failed to correct the reporting.

VI. LEGAL VIOLATIONS Chases conduct constitutes : Negligent and willful non-compliance with the FCRA Failure to conduct a reasonable investigation under 15 U.S.C. 1681s-2 ( b ) Inaccurate furnishing of credit information Unfair and deceptive practices through non-transparent accounting procedures VII. DEMAND FOR RELIEF The consumer respectfully requests that the CFPB require XXXX to : Delete or correct the inaccurate delinquency reporting Provide a written method of verification, including all records reviewed Produce call recordings and internal notes from XXXX Cease the use of accounting practices that obscure account status Provide monetary compensation for damages resulting from illegal processes and procedures Absent documentary substantiation, Chases continued reporting constitutes willful ongoing violations of federal law.

FINAL NOTE This complaint alleges systemic procedural abuse, not a mere billing error.

It challenges process integrity, which is precisely within CFPBs mandate.

VIII. ATTACHMENTS ( TO BE SUBMITTED ) XXXX. XXXX transaction history showing payments, late fees, interest, and reversals XXXX. Proof of payment posted XX/XX/XXXX XXXX Credit report excerpt showing the reported XXXX delinquency 4. Original Complaint 5. Date when credit bureaus were reported Note : Payments were made in each cycle. Late fees and interest were assessed due to internal cutoff timing, not non-payment.

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