Consumer complaint received 2024-04-10 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: GA

Complaint narrative:
My original finance/lien holders company went out of business and a company I had no clue about took over their contracts. They were not my original lien holders. My engine went out in XX/XX/XXXX and I could not get anyone from XXXX XXXX on the phone, to give me information about my warranty company. I had no clue that XXXX took over my contract and the point of contact moving forward should be them. Out of the blue, I got a call after my car was repossessed from XXXX, asking if I wanted my car back, I assumed this was a scam because the person that was calling said they were from XXXX and XXXX XXXX was my lien holder. At that time I asked for them to mail me the information with the address they had on file ( which they should have if they are now my lien holders. ) I never received any information after only 1 call from XXXX. I was due to be done with my car payments in XX/XX/XXXX, if I had got the information requested, I would be almost done paying my car off. Checked my credit report recently because I now have enough for a down payment for another car and unbeknownst to me XXXX is listed on my credit report as owing XXXX dollars. So I owe XXXX on a used XXXX car I purchased almost 3 years ago. I carried Gap insurance and a warranty, In the time I had the car I paid {$250.00} twice a month which is over XXXX dollars. Tried to access the payment portal for the finance company I signed my contract with XXXX XXXX XXXX and there is no way for me to access or prove my payment history there. All I have, are my bank statements. Assumed the call I got from XXXX was fraudulent and a scammer. My concerns are their timeline, the amount of money stated on my credit report, and their lack of due diligence after accepting responsibility for these contracts. They seem to believe the timeline of how long it had been since I made a payment, which is false because there was a device on my car that would shut my car off if I was 4 days late on a payment. They don't have a record of the {$18000.00} in payments due to their lack of verification, but they know I was 5 months delinquent on my car note that was paid twice monthly. It doesn't make sense. They took over contracts in XXXX, and my car was repossessed in XXXX, which blows the 5-month courtesy statement they made, away. I drove to XXXX XXXX for my birthday in XXXX. If I were delinquent my car would've been shut off. They know payments weren't made but no clue about how to handle the process of the release of liens, my warranty, my Gap insurance, or the payments made. By their math, I was going to pay XXXX dollars for a XXXX car. So after no effort on their part to notify their new customers of new lien holders point of contact, we're left with the burden of a large debt on our credit reports they declare the debt uncollectible and report it to the IRS as lost income to reduce their tax burden. Not 1 single credit for payments I made is reflected in that {$19000.00} which is fraudulent. My engine went out and if my warranty company had fixed the car, I could have continued to make my payments on my car to whomever with the proper notices. Instead, they did no audit of the required information they needed to generate accurate information when accepting these contracts when switching lien holders. No letters saying hey I'm XXXX I'm now your finance company anything you may need please contact us. They repossessed my car after one month of nonpayment without a follow-up call. They would've known before repossession if they had called, that I had been attempting to reach someone for warranty information. I've never been more than 4 days late on a payment during the duration I had my car. They never followed up on mailing me any information I requested. A company releasing liens should not be my responsibility to find out, it's their responsibility to track down accurate information details reaching out with payment options if late, before going out and repossessing cars with no follow-up by them. I was not granted a 5-month extension XXXX took over in XXXX and by XXXX my car was gone and still had not heard 1 word from this company, until after repossession. I submitted a complaint and their response was not true and a slap in the face considering what I went through after my car was repossessed.

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