Consumer complaint received 2024-06-27 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: NH

Complaint narrative:
XX/XX/XXXX. Lease vehicle is involved in total loss. Call to XXXX XXXX confirms that holding payment until final check is acceptable. They state they will " Hold '' credit understanding a full lease buy out is coming. 

XXXX A series of calls are made both by me and my insurance company to get confirmation from XXXX on the buy out number and formal agreement in writing that the payment will be close account. XXXX states they need 7-10 days but after that period states they are " behind '' and can not provide the final numbers of release. Again I speak with customer service and I am told they will " hold '' credit. 
XX/XX/XXXX Credit report shows XXXX is reporting the account is past due despite a number of prior agreements that they are to " hold '' pending their ability to provide end of term financials, XXXX XXXX Series of calls are made where XXXX acknowledges they received the replacement value payment from insurance company BUT they have not updated the account to reflect the payment back to XX/XX/XXXX. As a result the continue to report the account past due now @ 60 days. 
XXXX XXXX Series of calls with XXXX where the states there are only two ( 2 ) lease people working area and they are behind. Again agree that payment has been received and they are " holding credit ''. 
XX/XX/XXXX XXXX states that the {$500.00} deductible most be paid XX/XX/XXXX Payment for the {$500.00} is made. This is what they state is the final requirement to close out the lease. 
XX/XX/XXXX Credit Agency continue to report delinquent payments. This despite XXXX XXXX full payment having been made XX/XX/XXXX and the {$500.00} payment made XXXX. Again XXXX states they agree that the account is paid in full but the group that is supposed to close out the account is behind. 
XXXX XXXX Calls into XXXX confirm the account shows " closed '' yet the online portal shows balance and XXXX  continues to report late XX/XX/XXXX Call with XXXX again confirms that account is paid in full and they are just waiting for their internal team to close the account out. 
XX/XX/XXXX Same story from XXXX XX/XX/XXXX Credit reports continue to report account late and delinquent. XXXX continue to report the account past due despite it being paid in full for close to 120 day. 
XXXX continue to state they will correct the reporting to remove the delinquency. I have disputed these charges @ Experian as well Despite the facts the lack of engagement on this issue by XXXX has dropped by credit rating from XXXX to XXXX do to several incorrect reports of delinquency and their continued statements that they intend to address it. 
120 days. 4 months. Totally unacceptable and no end in sight. 100 % being blamed on lack of personnel to address the issue in a timely fashion. 
XXXX has been made 100 % whole yet I continue to be penalized but their lack of action and continued incorrect reporting of a delinquency.

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