Consumer complaint received 2025-11-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I am XXXX XXXX submitting this report to the Consumer Financial Protection Bureau with full authorization for you to investigate my auto finance account with XXXX XXXX XXXX, account ending XXXX, for my XXXX  XXXX XXXX, VIN XXXX. I paid this vehicle off completely, even though the car was stolen and the case is currently in the court system. Throughout the entire duration of this loan, I was never late on any payment, and I fulfilled all my obligations as a consumer. 

Additionally, my Experian credit score suddenly dropped from XXXX to XXXX without any explanation. I have no late payments, my account history is clean, and there is no valid reason for this severe decrease. Neither Experian nor XXXX has provided any explanation as to why my score dropped so drastically. This appears to be directly connected to the inaccurate negative reporting on my credit file. 

The issue began after my vehicle was stolen. I contacted XXXX XXXX XXXX many times, and I provided them with all proof and documentation, including details about the stolen vehicle. I communicated through email and by phone to explain everything and request assistance. Unfortunately, their staff especially the manager treated me disrespectfully and rudely. They refused to provide support or guidance, and instead of helping me, they eventually blocked my phone number, preventing me from communicating with them regarding my own account. 
Even though the vehicle was fully paid off, XXXX continued to report false late payments to the credit bureaus every month. These reports are completely incorrect because I have never been late, and the account should show as paid in full with no delinquencies. These inaccurate late payments have severely damaged my credit profile. Additionally, the negative information has been reported for over seven years, which is beyond the legally allowed reporting period and should have already been removed according to federal credit reporting laws.

I have attempted to get help from different legal and regulatory departments, but none have taken action. Meanwhile, XXXX continues to damage my credit for no valid reason. Their refusal to communicate with me, their unprofessional behavior, their failure to assist with the stolen vehicle situation, and their continued false credit reporting have caused significant and unfair harm. 
I am requesting that the CFPB conduct a full investigation into XXXX XXXX XXXX and their handling of my account. I authorize the CFPB to contact XXXX, review all information with the three major credit bureaus ( Experian, XXXX, and XXXX  ), and require the creditor to : Stop all false reporting immediately Remove all inaccurate late payments Correct the account to show paid in full with no delinquencies Delete any negative information older than seven years as required by law XXXX  actions have caused serious damage to my credit and have left me without any assistance or recourse. I respectfully request the CFPB to intervene and ensure this matter is corrected.

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