Consumer complaint received 2025-10-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: OH

Complaint narrative:
To Whom It May Concern : I am writing regarding an issue with my auto loan account. I became responsible for this account as a co-signer after my son filed for bankruptcy. He retained possession of the vehicle and had been making the monthly payments. Unfortunately, I was unaware that he had fallen behind on payments and that the payment was returned for insufficient funds until I received a credit alert notifying me of a significant drop in my credit score. 

As a senior citizen on a fixed income, I could not allow this situation to negatively impact my credit. In XX/XX/year>, I contacted XXXX and agreed to make payments of {$100.00} twice a month to bring the account current. I have faithfully made these payments and, in fact, paid more than the agreed amount. 

On XX/XX/year>, I attempted to make my regular monthly payment of {$640.00} online, but the system would not allow me to do so. When I called for assistance, the first agent was unable to resolve the issue and transferred me to another representative who stated that the website was down. While reviewing my account, he noted that I had paid more than the required amount and had a {$210.00} credit that could be applied to XXXX payment. He then offered to place me on a Promise to Pay ( PTP ) plan for XXXX months, with payments of {$560.00} due on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, after which my regular payment of {$640.00} would resume in XXXX. 

I specifically asked if I could receive this agreement in writing and was told that my account would reflect the arrangement. I was advised to mention the XXXX plan if I called again. To confirm, I called back on XX/XX/XXXX, and another representative verified that the new payment plan and dates were correctly recorded in the system. 

Based on this confirmation, I scheduled my payment for XX/XX/XXXX. However, I was later shocked to receive a credit alert stating that my account was reported as delinquent. I immediately contacted XXXX to resolve the issue and spent several days speaking with multiple agents, many of whom provided conflicting information and failed to understand the situation. After several calls and much frustration, I finally spoke with a XXXX who reviewed my account but insisted that the due date could not be changed, despite the prior representatives assurances. 

I requested that the delinquency be removed from my credit report, as this error was not due to any negligence on my part. The XXXX stated that he could not make that correction but could offer an extension on the loanan unacceptable resolution. He ultimately said the matter would need to be escalated further. 

It is extremely disappointing that a company of XXXX stature would not take responsibility for a clear internal miscommunication that resulted in harm to a customers credit. Upon reviewing public information, I have found that many other customers have reported similar issuesover XXXX complaints within the past XXXX years, including instances of erroneous credit reporting. 
I am therefore formally requesting that the incorrect delinquency information be removed from my credit report immediately and that I receive written confirmation once this correction has been completed. If this matter is not resolved promptly, I will be filing a formal dispute with the credit bureaus, submitting a complaint to the appropriate consumer protection agencies, and seeking legal counsel. 

Thank you for your prompt attention to this serious matter. 
Sincerely,

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