Consumer complaint received 2020-10-10 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: 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 XXXX  Acct # XXXX ( previously XXXX acct No XXXX XXXX Dear CFPB, We have written and called multiple times to XXXX and XXXX XXXX  departments. 

We are writing to get your help with XXXX  Acct # XXXX ( previously XXXX acct No XXXX ) which had negative information reported for XXXX XXXX ( XXXX XXXX ) and XXXX XXXX ( Social Security XXXX ) in XX/XX/XXXX to all three credit bureaus. 

We are loyal XXXX Private Banking clients. We have 2 home loans with XXXX, a line of credit with XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX credit card, and XXXX brokerage account with over {$1.00} XXXX 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. 

My wife and I are both 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 setup for XXXX automatic payments. We had noted in XXXX that an error with XXXX had occurred and had called XXXX at XXXX on XX/XX/XXXX to XXXX in customer service. She said, This is a problem with XXXX. We know you made the payment on time and you are accelerating your payments. This will not be reported to the 3 credit reporting bureaus. We called again on XX/XX/XXXX, and XXXX at XXXX confirmed, This information has been corrected. 

We have sent XXXX XXXX  and XXXX a copy of a recently obtained XXXX  report which corroborates the negative information reported to XXXX  and Experian. I have spent the past 10 weeks calling and writing them to rectify this error. 

The XXXX issue originated on XXXX end. We are ccing our Private Bankers to follow up with this. 

We are very loyal customers and we hope you will be able to correct this information with all XXXX bureaus for us for both XXXX XXXX and XXXX XXXX. 

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. 

Despite multiple attempts, we have not had our credit report corrected. Because of my concern about the negative credit ramifications, we paid all outstanding fees because we are loyal XXXX customers. The people at XXXX we spoke with acknowledged that mistakes with XXXX routinely occured. They assured us that there would be no negative credit information reported. I do not feel it is fair despite multiple calls to correct this situation that I should have this negative information in my file. 

Please find attached our handwritten notes of phone calls, the XXXX Private Bank letter of support, credit report and a copy of our drivers licenses. 


Sincerely yours XXXX XXXX XXXX XXXX XXXX XXXX XXXX cc : Attention Cenlar Credit Disputes XXXX XXXX XXXX XXXX, NJ XXXX XXXX NA XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX XXXX, PA XXXX Experian National Consumer Assistance Center XXXX XXXXXXXX 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