Consumer complaint received 2025-05-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
On XX/XX/year>, we applied and were approved for an RV loan through a bank at an RV show by XXXX XXXX XXXX XXXX XXXXXXXX, NY. On XX/XX/year>, we finalized our paperwork at the dealership, including the title and registration. On XX/XX/year>, the RV was delivered to us. On XX/XX/year>, I notified the RV dealership that we had not received any loan documents from the bank to make a payment. The dealership informed me they made an error and never sent our loan paperwork to the bank. 

At that time, they advised me I would need to unfreeze our credit so they could resubmit our loan application, creating a second credit hit within two months to our credit score due to their error. I advised that I disapproved of this and found it concerning. I let the finance officer at the dealership know I would need to speak with my husband and get back to them. He claims that I approved this, but I assure you, I did not. This is the very reason I keep my credit frozen to begin with. 

They contacted us again the following week, requesting that we unlock our credit, which we again denied, as we applied and were already approved by the Bank on XX/XX/XXXX. We told them to contact the bank to figure out a solution, as the RV was already titled, insured, and registered in our names and the bank 's name, with them as the lien holder, so they were already part of the equation. Instead, the finance officer took it upon himself to send the loan application paperwork, which he failed to send on XX/XX/year>, to the bank and sent it on XX/XX/year>. On XX/XX/year>, we received a denial letter from the bank because our credit was frozen. 

I asked the dealer to send me a copy of the original documentation for our records. After five separate emails, we finally received all of the documents. The documents had different numbers, which were not explained to us at the time of the sale. My husband spent over two hours on the phone with the sales manager and finance officer to discuss the discrepancies. 

On top of that, it was missing one of our main warranties that we purchased. We asked for the documents to be updated and emailed to us prior to our arrival on Tuesday, XX/XX/year>. They failed to send them to us electronically. In fact, they ceased further communication by email until after we signed the documents. On Tuesday, XX/XX/year> we arrived at the dealership to find the finance officer who was supposed to have the day off there to meet us. 
Upon arrival, we were presented with the new loan paperwork and asked to review and sign it immediately, as well as unlock our credit. During our review, an error was identified, which you corrected using whiteout to change the term to " roof protection. '' We had previously spoken with a specific credit officer from XXXX XXXX XXXX XXXX  Credit Department on Friday, who advised us to contact the bank before signing any documentation. He mentioned that he would coordinate with his internal loan team to ensure there were no issues, particularly since the banks system indicated a payment due on XXXX XXXXdespite the absence of any loan documentation. He also informed us that any late fees incurred after the paperwork was processed could be contested, and that he would leave a note on our file. 

I asked that you attempt to reach a certain credit officer before proceeding with the paperwork today. While you were unable to reach him directly, you contacted another representative who unfortunately experienced technical difficulties and was unable to verify my identity through the phone receiver, requiring speakerphone communication instead. She was, however, able to speak clearly with you via the receiver. 

During that call, we were informed that due to the dealerships error, we would be subject to a second hard credit inquiry with no alternative recourse. She was initially unable to locate the original inquiry until I provided documentation, which confirmed that the initial pull had been through Experian. Yesterdays inquiry was processed through XXXX. 

Despite the complications, we proceeded in good faithunlocking our XXXX  credit file and signing the new loan applicationbased on our commitment to move forward honestly and hoping the dealership would do the same. 

Today, I called the bank to confirm that the new loan application had been received, but no account has been established yet. I contacted another credit officer to confirm they received the file, but we do not have an account number yet. He advised calling the sales office back on Friday. 

We asked the dealership to assist us with the impact this was going to have on our credit file, or what the dealership could give us for our loss. The finance officer who injured our credit told us they gave us a camper. If it hadn't been for me to find his error, they would have " literally '' been giving us this camper. So you are welcome, XXXX. I hope this story helps others so they do not have to go through this nightmare or have their credit score impacted because a finance officer breached their duty of care to us. 

We also had to provide pictures and receipts to their service department for the repair work to the brand-new camper for the first of two leaks we experienced in the first month of taking possession. He had to repair the camper since their service department did not return our service call after three weeks. We have another service appointment in two weeks to repair a second leak. This time, it's a major repair to a brand-new RV. It's a great thing to have a tarp covering your brand-new RV. Let 's hope things get better from here. 

I hope my story can help at least one person to always double-check their paperwork and research their dealership before making that deal.

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