Consumer complaint received 2025-06-10 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: VA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX Harmful and Inaccurate Credit Reporting I returned my leased genesis on XX/XX/XXXX. All payments were made on time and the car was returned in pristine condition. However, it was later identified that XXXX erroneously registered my car as being garaged at their headquarters in California even though I live in Virginia so no property tax was assessed during my lease period. 

After further investigation, I found genesis quietly corrected and updated the garaging state to Virginia on XX/XX/XXXX. 

After returning my lease, I later received tax bill from XXXX dated XX/XX/XXXXXXXX  for the full 3 year lump-sum tax amount of {$4300.00}. I immediately contacted XXXX XXXX customer service - I was assured that XXXX XXXX would initiate a tax abatement process as incorrect dates were taxed, a waiver would be placed on my account to prevent any penalization while the abatement took place, and once the abatement was complete a payment plan would be established. 

I followed up over 6 times times with various representatives between XX/XX/XXXXXXXX  and XX/XX/XXXXXXXX  and was notified each time that the abatement process was still incomplete and to remain patient and that no financial penalties would occur as the issue was due to internal processing errors at XXXX XXXX. 

On XX/XX/XXXX, XXXX XXXX XXXX Lease Maturity department ( Collections Team ) called me and informed that my account will be reported as 120-days delinquent if not paid off that day. The Lease maturity team stated the abatement was still not completed, a waiver was never placed on my account, and a payment plan was not possible. I was then pressured into settling my debt that same day at 70 % of the full amount. The remaining 30 % ( {$1300.00} ) was then supposed to be waived from my account and my account to be reported as " Paid in Full ''. 

Even though I settled the balance prior to the 120-day delinquency mark - without the abatement being completed- XXXX XXXX still reported my account as 120-days delinquent dropping my credit score from XXXX to XXXX. 

In XXXX XXXX, I filed a formal credit dispute with all three major credit bureaus ( XXXX, Experian, XXXX  ) however, the disputes proved unsuccessful and no changes to my credit reporting were made. 

In late XX/XX/XXXXXXXX  my credit score dropped further to XXXX. I contacted XXXX XXXX again on XX/XX/XXXX, to find out why as an additional 90-day delinquency was reported for my account. XXXX XXXX informed me that the remaining balance was never waived due to " unknown internal technical issues '' and that the issue would be escalated to a manager. The representative also noted that the abatement was actually complete and that I was owed a refund of {$180.00} in overpayment of taxes but the refund was never processed due to another internal error. 

On XX/XX/XXXX, I called the XXXX XXXX Lease Maturity Department again to follow up. The representative informed me that the balance still had not been waived again due to " unknown internal technical issues '' and is continuing to be reported as delinquent. The representative stated she is again escalating it to a manager. She also stated no progress had been made on issuing me the refund of {$180.00} for my overpayment. 

On XX/XX/XXXX, I called the XXXX XXXX Lease Maturity Department again. The representative informed me that the {$1300.00} balance was finally waived on XX/XX/XXXX, however, the waiver was not backdated and my account is being reported as being paid off on XX/XX/XXXXXXXX  instead of XX/XX/XXXX. There was also no update on my refund for overpayment. The representative submitted a formal internal complaint on my behalf to their care team to find a resolution and noted that the care team would be contacting me within 2 business days though no one ever reached out to me. 

On XX/XX/XXXXXXXX  I again called the XXXX XXXX Lease Maturity Department to follow up. I informed the representative that no one contacted me regarding the internal complaint. She reviewed the notes and found that the Sr. Manager who was assigned to my complaint case never worked it or made any progress and instead of contacting me, simply redirected my case to the Property Tax Team, whom which I previously spoke and was told that team was unable to help with this issue. She also stated the Lease Maturity Team themselves were having issues reaching this Sr. Manager. 
The representative then opened another formal complaint case on my behalf but stated the new assigned case manager would contact me within 5 business days. 

I have continued to act in good faith and provided them a more than reasonable opportunity to resolve the matter. XXXX XXXX 's gross negligence and evasive communication is unacceptable as this matter was caused solely due to XXXX XXXX internal administrative errors. 

This appears to be a recurring scenario with the XXXX XXXX as the CFPB previously enforced action against them in XX/XX/XXXXXXXX  for furnishing " inaccurate negative consumer information on credit reports, impacting over XXXX XXXX accounts across the U.S. and was ordered to pay {$19.00} XXXX in fines and consumer redress. 

This matter has caused me substantial financial and emotional harm, all stemming from XXXX internal administrative error. I have documented calls, internal case numbers, and names of representatives who acknowledged the errors and promised action

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