Consumer complaint received 2019-04-02 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 — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
XXXX XXXX XXXX is denying receiving payment of the full amount of loan, plus additional extra fees that were disputed in a timely manner as they were added by the dealership. Moreover, on XX/XX/2017 my family and I were hit by a major hurricane " Irma '' and I live in a coastal area in Florida that was directly impacted. At first we received a warning about a week before the storm, it was still XX/XX/2017 and about 5 or 6 days later an order came from the government " FORCED '' mandatory evacuation as the Hurricane was coming our way as a Category 5. Ultimately, we suffered flood damage inside the house and me and my family had to look for another home, because mold was detected we had move. Given these dire circumstances, XXXX XXXX took advantage of the situation and proceeded to remove the vehicle from my home after the storm, before we were able to return to our house for the first time. The area was blocked by the police and deemed unsafe until the debris could be removed. Eventually, upon returning to the property as we were starting the process of removing the debris ourselves and discarding personal belongings damaged by the salt water, on top of trying to find somewhere to move to, I was asked by XXXX XXXX XXXX for full payment of the vehicle ( which was financed for 72 months in XX/XX/2017 ). Two months prior I had realized the dealer had put extra charged in excess of approximately $ XXXX that increased the value of the loan and that was under review, as I had brought it up to their attention in a timely manner in XX/XX/2017. Nevertheless, the company requested the full payment of the loan plus other suspect charges adding to $ XXXX to be paid immediately to return the car ( this included the additional $ XXXX and another $ XXXX they put on top of the $ XXXX which was the selling price including taxes. On XX/XX/2017 I wired $ XXXX from my bank account to XXXX XXXX to pay for the entire vehicle plus ALL of their extra charges and fees that amounted to additional $ XXXX they wanted to pocket. After the payment was made, I received the release of lien, title and certificate of FULL payment from XXXX ( attached ), which provided to Experian as proof of  payment. When I went to pick up the car not only did it not start, I had to get it towed to a XXXX dealership, which after examining the car notified me that salt water had entered the electronic system of the vehicle and they had determined it was declared as a total loss. Essentially, XXXX XXXX XXXX sold me at full price $ XXXX, plus $ XXXX, total of $ XXXX for a car that was worthless! Adding insult to injury, XXXX has refused to remove the negative information ( Repossession & Failed to Pay ) they are still reporting to my Experian credit report, even after over at least 10 times that I have contacted them asking them to do so. XXXX refuses to acknowledge my requests and just keep sending inaccurate changes slightly different negative information. At this point I would like to know my rights as a consumer, since I had to pay $ XXXX to XXXX XXXX XXXX for a vehicle that they knew already had no value at the time they demanded and received the money for a car that was a total loss. Also, the negative information they are reporting to Experian as a Repossession & Failed to Pay even though I paid the car in FULL+ the $ XXXX in Fees back on the same month of XX/XX/2017, the same month of the hurricane and only to find out they sold me vehicle that was already totaled when I received it.

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