Consumer complaint received 2022-11-02 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:
In late XXXX of this year my XXXX  account which is connected to my XXXX XXXX  account was hacked and somebody made fraudulent purchases through this account. I had this account set up for autopay and was not aware until later that my autopay payments for my car loan were being rejected. I have been with XXXX XXXX for a year and a half and never have been late. XXXX XXXX apparently were sending out my statements to the wrong address and I wasn't receiving any notice that I was behind. When I did find out what had been going on I contacted XXXX XXXX by phone and immediately paid the balance up to date. They promised on their website to make efforts to contact you if you are behind but they apparently made next to none as they couldn't even get the address correct and were about to put me in collections! 

They then reported me to the credit bureaus for being late after I told them I had been a victim of identity theft. I also wrote them a letter explaining this, submitted proof from my XXXX account and the report that I had filed with the FTC. According to FCRA they are not supposed to report information that is related to fraud, yet they did and rejected this information saying it was still paid late. Duh, yes it was because my accounts had been hacked and you are sending my statements to the wrong address. 

And when I called your representative and gave them my new bank account information they assured me they would put me on auto pay as your website is a confusing nightmare to try and access. They didn't put me on autopay but I did at least this time receive a letter notifying me that again the autopay wasn't working and had to go in and do it myself, getting me stuck with more late charges. And even more annoying I still can't put the account on autopay to have peace of mind with my car payments automatically leaving my account because your website won't let me again. I honestly think this is set up deliberately to make it as confusing and difficult for the consumer as possible in order to slip in a bunch of late charges. I also have " other charges '' on my statements that don't even explain what they are for. So shady. 

I demand that XXXX XXXX remove the late payment off my credit as per the rules of the FCRA - " businesses are not supposed to reporting information about you to consumer reporting agencies if you believe the information is a result of identity theft ''. 
I was, I identified the information and provided the identity theft report. Please remove the late payment from my credit report, AS IT WAS A RESULT OF IDENTITY THEFT! My XXXX was even hacked and I am banned from it as a result of these thieves. 

Thank you, XXXX 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