Consumer complaint received 2019-12-28 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: NC

Complaint narrative:
In XX/XX/XXXX, my wife and I was 30 days late on our payments with XXXX. My wife had lost her job and could not keep up with the payments. Once we were notified of the late payment, we immediately got up to date and I took over the payments. 

After 6 months - 8 months of on-time payments, I wrote a goodwill letter to remove the 30 day late payment because my wife and I were looking into buying a home and wanted to get the best deals and rates. XXXX refused to assist with this. 

After a year of payments ( all in good standings ), my wife and I got into an accident which resulted in a total loss of our XXXX ( XX/XX/XXXX ). Our insurance paid the total loss amount for the XXXX XXXX and we received mail from XXXX stating that our XXXX account was closed. In XXXX, I called XXXX to see when the account will be closed on my credit report, because I was excited to see an increase on my report from the account being " paid off by insurance '' and closed -- since we were in the process of buying a home. XXXX told me that my account it still open with the total loss department and they did not know why I received communication of it being closed. A couple of days later, I called XXXX XXXX XXXX again to see if they would remove the 30 day late payment, since the account has been paid on time and since it is closed or going to be closed, the agent asked me to write a letter with all of the details in it and they will look into it and get back to me. XXXX sent a letter back 3 weeks later, stating that they will remove the negative mark. This was tough for me because XXXX is the only negative mark on my report. 

On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX, stating that the account has been closed and paid off by insurance, and that they sending a payment to my financial institution on my behalf. A month later, my credit report on Experian updates and my credit score decreased by 36 points ( XXXX to XXXX ). 

On Experian : The account has been closed, but closed with a {$2000.00} balance with a status of " Current, was past due 30 days. '' Also, on my Experian report, It states that I have a serious delinquency ( 60 days past or greater ) on my report and that I recently missed a payment of had a derogatory indicator on my report. 

On XXXX : My credit score dropped from a XXXX to a XXXX. 
The account has been closed, but closed with a {$2000.00} balance with a status of " Paid or paying as agreed. '' Also on my XXXX  report, it states that I have a serious delinquency ( 60 days past or greater ) on my report and that I have a recent missed payment on the account -- 1 month ago. 

On XXXX  : My credit score is a XXXX -- Did not change. 
The account has been closed, but closed with a {$200.00} balance but with a status of " Pays account as agreed '' and comments stating lease-early termination. 

I have disputed this account and XXXX has yet again done nothing and stated that everything is correct, which is not true. The account is closed, and paid off by insurance from a total loss claim, so it should have a XXXX balance. We have never been 60 days or more late and the account has been in good standings for 14+ months. There are lots of discrepancies with the reporting from XXXX XXXX XXXX. 

Discrepancies : Status should be changed to " Paid in Full '' to all credit reporting agencies. 
Comments to say : Insurance Loss/Insurance Paid or Paid in Full or Early Lease Termination Balance should be changed to {$0.00}. 
Account has been in good standings for 14+ months, no recent late payments and can be seen from payment history. 

XXXX has completely destroyed my wife and my chance to getting a home this year, if this is not fix we will have to take steps back and work on the damages XXXX has made on our reports. I have written two goodwill letters, one when the account was still open, one when the account was closed, I have called XXXX several times asking about my account, if it was closed, if it was paid off, also asked them for assistance on making sure it was reported correctly to the agencies, I have disputed the account. I just do not know what to do anymore. 

Reading on the internet, there are others who have gone through the same situation with XXXX XXXX XXXX and have rated the company terribly -- If I would have known this is what this company does to its customers, I would have never got involved with them. I am only one of many who are going through this. I just ask XXXX to look back into their reporting and make the necessary changes to ensure the account is closed, in good standing so it does not negatively impact our scores so we can qualify for obtaining best rates for dream home.

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