Consumer complaint received 2025-11-22 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: IL

Complaint narrative:
I am writing to file a formal complaint against XXXX XXXX  for a severe lack of consumer service and failure to provide adequate support following the death of my husband, XXXX XXXX XXXX, on XX/XX/XXXX. We were long-time XXXX customers XXXX holding both a joint checking account and a joint credit card with XXXX since XXXX. Until my husbands passing, our accounts had never been delinquent and maintained an excellent payment history, reflected in my historically strong credit score ( XXXX ). 

Since XXXX unexpected and sudden passing, I have been navigating estate management, probate, and numerous financial transitions while grieving. Unfortunately, XXXX  handling of my accountsespecially the joint credit cardhas been inconsistent, confusing, and ultimately damaging to my credit.

Summary of Issues 1. No Notice or Communication on Delinquent Account : On XX/XX/XXXX, I discovered a dramatic drop in my credit score ( to XXXX ). Upon review, I learned that a XXXX credit card was reported delinquent for XXXX, XXXX, and XX/XX/XXXX ( XX/XX/XXXX days late ). I never received paper statements, phone calls, or emails about this account, despite my online profile listing correct contact details. 

XXXX. Account Not Visible Online Due to Improper Setup : After my husbands death, XXXX closed his accounts and revoked online access, but failed to properly link my credit card to my new online profile. When I logged in, the card did not appear under my accounts or in the show/hide accounts menu. As a result, I had no way to know a balance remained open. 

XXXX. Incorrect Address Entered by XXXX : A XXXX XXXX representative later advised that account mail had been returned undeliverable. The address XXXX  had on file was XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX, IL XXXX is not my address, and never was. I was told this address had been entered by XXXX XXXX XXXX team. No effort was made to contact me by phone or email after repeated mail returns. 

XXXX. Inconsistent and Unhelpful Customer Service : Over the course of XXXX XXXX XXXX I spent more than XXXX hours speaking with XXXX XXXX, Credit Card Support, Credit Bureau, and Collections, repeatedly retelling my story. 
- Representatives contradicted each other about whether the card was open, closed, or in collections. 
- Some claimed I had used the card in XXXX and therefore was responsible ; others stated the card had been reported stolen and replaced. 
- At no point did any department take ownership or escalate meaningfully. 
- Supervisors refused to provide names or direct contacts and offered only a vague promise of a callback within XXXX hours. 

XXXX. Failure of Compassion and Service : As a recent widow of XXXX, managing financial matters for the first time after decades of shared responsibility, I expected a degree of patience and care. Instead, I was met with disorganization and indifference, despite XXXX  knowledge of my bereavement and the obvious administrative error on their part. 

Requested Resolution I am requesting that XXXX XXXX  : XXXX. Issue a goodwill adjustment to remove the XXXX, XXXX, and XX/XX/XXXX late payment marks on my credit reports with all three bureaus ( XXXX, Experian, and XXXX  ). 
XXXX. Refund all late fees and all interest fees shown on the XXXX, XXXX, and XX/XX/XXXX statements. 
XXXX. Restore my credit card account to active status under my profile with correct contact information. 
XXXX. Allow me to pay the full outstanding balance immediately upon reactivation. 
XXXX. Provide a written apology acknowledging XXXX  administrative errors and the lack of due diligence in contacting me when mail was returned undeliverable. 

These corrective actions are justified by the following facts : - XXXX failed to notify me through valid contact methods. 
- XXXX entered an incorrect mailing address. 
- XXXX did not provide online access to the account. 
- XXXX  representatives gave conflicting information, prolonging resolution and exacerbating distress during bereavement. 

Supporting Documentation Attached are : - Screenshots of my credit score decline and credit report. 
- Screenshots of my XXXX online account showing missing credit card access. 
- Screenshots confirming my correct contact information. 
- Statements printed by the XXXX XXXX branch ( XXXX XXXX ). 
- Notes from conversations with XXXX representatives across multiple departments. 

Next Steps Please confirm receipt of this complaint and provide a response, both to my email within 5 days and a written response within 15 days. If the issue is not resolved satisfactorily, I will submit this complaint in full to the Consumer Financial Protection Bureau ( CFPB ) and the Office of the Comptroller of the Currency ( OCC ), which regulates national banks such as XXXX, and I will withdraw my funds from XXXX and I will close my XXXX  accounts. 

Thank you for your attention to this matter. 

Sincerely, XXXX 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