Consumer complaint received 2024-10-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Account Closure Notification : I had a XXXX XXXX Retail credit card that I always paid on time, keeping the account in good standing. However, the terms were unreasonable, with high fees for even a one-day late payment. I paid down my balance to just over {$1000.00} and decided to transfer that remaining amount to a 0 % interest credit card to pay it off. In XXXX, I received notice that my account had been closed because the bank had charged a {$42.00} late fee plus interest because my bank paid the remaining balance on XX/XX/year>, 3 days past the due date of XX/XX/year>. 

Due process concern with dispute process and the bank 's lack of good faith as a long-standing customer : The bank stated decline my request to resolve the issue, so I filed a dispute requesting that the paid debt not be reported as delinquent due to it being a bank fee. On XX/XX/XXXX, I received notice that my request was denied. I then called XXXX XXXX to speak with customer advocacy, but I was transferred multiple times, each time needing to explain my situation and seek resolution. 

Details of In-Person visit, Serious Security Concerns related to illegal access to my personal identification and bank account information, Decease Alert place on my account, Escalation regarding egregious behavior and treatment toward me by bank manager and staff : On XX/XX/year>, I received the results of the banks investigation, and they refused my request, so I called XXXX XXXX and requested to speak to someone in the customer advocacy department. I was transferred numerous times to the wrong departments, and each time had to be verified and explain the situation. After being transferred 6 times to the wrong departments, I expressed frustration with the process. On the XXXX transfer, I was finally connected to a representative in the customer advocacy retail department who file another dispute, and I was informed that it would take another XXXX days to complete. At this point, I had arrived at a local branch, and I informed the representative that I would be closing all accounts with XXXX XXXX due to unfair treatment in this situation which was an indication that they did not value our business given the fact that we have been customers for over 10 years. I asked that the following statement be included in the dispute : My husband and I will close all our accounts if the bank does not resolve the dispute and address my request to our satisfaction. At this time, I was finishing up with the call and was given a case number for the dispute while sitting at the desk of a banker ( XXXX XXXX ) who heard my discussion with the representative. XXXX XXXX contacted and spoke with a representative who from the department that specifically handles disputes related to credit reporting. After sharing my concerns with the rep, she handed me the phone to provide my social security number for the dispute. The representative told me that she would submit my dispute and request to have this removed from my credit report, she asked if I was seeking to obtain a loan, and I replied that I would in the future. She informed me that the process could take 30 days and I asked if I there was someone who I could speak with who has authorization to make the decision today and informed there was not, she reiterated the process would take 30 days. I handed the phone back to XXXX XXXX who promptly asked the rep if she could place her and hold, then requested to see my license or ID which I provided to her. She reviewed it and then informed me that an XXXX had been placed on my account stating that I was deceased. Alarmed and in disbelief, asked XXXX to repeat the information regarding the alert and then I asked if she had the correct account pulled up and she confirmed that she did. I had a lot of questions about how this happened, who submitted the information, by what process and I asked for documentation to my questions. She took the representative off hold to get some more details and was given the name of the person who reported the information which was indicated in the notes. She asked if this person worked for XXXX XXXX, but she never conveyed that response to that question to me. I probed to find out specifically what this entailed and how it would impact me with regards to accessing my account, funds, and conducting business. She explained that my account had been transferred to the XXXX XXXX XXXX department which occurred after the alert had been placed and after I had been able to access my account right up to submitting my dispute and statement to close all my accounts. I asked if this was submitted by someone internally because it was inconceivable that any random person could call and report this information which would result in an immediate alert and block on my account without having specific and personal identification about me especially when XXXX required to provide my social security and/or account number for verification before a bank representative can discuss specifics with me about my own account. XXXX said its because they take such a report seriously that anyone can submit a report without having specific personal identification information and it would trigger an investigation and through that investigation at some point a death certificate would have be provided but the certificate does not need to be provided initially to place the alert place on an account. I requested to speak with the branch manager and XXXX rudely told me she would see if she were available and stated she was calling the XXXX XXXX Department at the moment. The branch XXXX office was a few feet away and was within earshot to hear the entire conversation. XXXX spoke with a rep at the XXXX XXXX XXXX XXXX, explained that she verified that I am alive and was sitting in front of her when and I requested to know the details, who reported it and how the report was made. XXXX inquired and then wrote down information pertaining to a time stamp of when the report was made and wrote the word 'other, which later she and the branch manager explained could be made electronically, online. At this point, a teller walks over to me and asked if I would need anything, I was so overwhelmed by what the whole ordeal, I did not realize the bank was closing and I requested to speak with the manager. She came over to speak with me and I shared what was happening which I described as a nightmare situation, she explained that the reports can be submitted online. I again expressed confusion and alarm regarding how someone could do this without my consent or having access to my personal identification information. I began to record the conversation and was taking notes of what was being shared and discussed. XXXX informed me that the person from the XXXX XXXX department stated that I would have to complete a 'Proof of Life ' Form, and he would reverse the alert immediately, and I stated that I am not comfortable with signing the form without more details. XXXX said that I would need to sign the form or I would not be able to access my account directly which was now impacting my ability to access my account, funds, conduct business and then it dawned on me that the timing of when the alert was placed on my account occurred after I shared the plans to close all accounts with XXXX XXXX which raised security concerns regarding suspicious activity where someone was able to gain access to my account personal information and used that to tamper with my account without my knowledge or consent. I immediately shared this with the manager, she agreed that it was concerning and stated that they take the allegation of someone internal tampers with an account and agreed when I said that something nefarious was taken place and that it was not a coincidence. Again, I requested documentation of related to the situation and stated that I am aware this information would be available in their system since it would have been submitted electronically. XXXX communicated my request to the person from the XXXX XXXX department and he shared he could provide a time stamp information after I signed the proof of life form. I informed the manager that I was recording the conversation, and she seemed uncomfortable with this and disappeared but not to her office which was within close proximity. She went to a corner office located across from where I sat. I asked XXXX what the mangers name was and she said its XXXX and I asked what her last name was and she said it's long and that she would give me her business card ( which she never provided ). I had to go online to find her name which is XXXX XXXX. The manager returns and informs me that I could not record, and they did not agree with my recording. I said it is clear that youve consulted legal and I can record and the fact that she was not in agreement would only impact how I use the information. From that point it became contentious, she disappeared to an office, then came back and stated that because I was recording, they would continue behind closed doors. The branch manager told XXXX to transfer the call to the corner office, when they could not transfer the call, the manager returned and requested the phone number so they could call him directly. I inquired about how much longer this would take and was rude in their response. Stating they did not know, and I asked if they could ask the person from the XXXX XXXX department since his is familiar with the process and would be able to share how much longer. They disappeared from the office, came back with a copy of the proof of life form and I was told that they could only provide that form and a reference number which was written at the top and nothing more. I reminded them that they said I would be provided with the time stamp of the report and details related to the report after I signed the form and since changed their position and now refused to provide that information. The branch manager rudely tells me that they been dealing with this situation for an hour past closed and have been working and threatened that I would need to and would be escorted out. I expressed that this is a serious security and fraud concern with significant implications. Her response felt insensitive, as it seemed she was more annoyed by the inconvenience of staying past closing time than addressing the issue at hand. 
XXXX stated that no fraud occurred because nothing has been taken and I disagreed because clearly someone has been tampering with my account which means they had to have personal identification information to gain access to without my permission. XXXX rudely fired back that no fraud had been committed because nothing was taken from me. She rudely stated that I have received all they were told could be provided and that I would have to be escorted out. I responded that I do not need to be escorted out and noted that I would be filing a complaint and seeking legal representation. I exited the branch immediately and sat in my car in the bank parking lot while I called my husband to share the details of those most horrific and traumatic experience and then I called to leave a message with an attorney when I noticed two police officers slowly approaching my car from behind. I rolled down the window and asked if they had been called on me and they said yes and inquired about what had happened. The act of calling the police which as if I had done something criminal further exasperated what had already been a humiliating, traumatic and horrific nightmare experience for me. I shared what happened and told them that I did not threaten anyone or even raise my voice in a threatening manner which footage from the bank cameras would prove. I displayed the same demeanor with the bank employees as I was while explaining the situation to them. It shared that it is not illegal to sit in the parking lot. This only escalated and became contentious and their behavior toward me changed when I shared with them that I was recording, and they did want me to. Their reaction and response to me asking questions as anyone would do in this situation should not warrant the treatment of being treated as a criminal and the police being called on me. Sitting the parking lot speaking with my husband and sharing what happened is not illegal, threatening or a violation. The two officers reaction to my experience spoke volumes. The officers encouraged me to contact the corporate office to file a complaint against the branch with regards to this incident and my experience and recommended using a different branch location. I stated that I will be filing a formal complaint regarding XXXX XXXX will secure legal counsel.

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