Consumer complaint received 2025-11-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: LEXISNEXIS
State: GA

Complaint narrative:
The beginning of XX/XX/XXXX, I filed a dispute through LexisNexis Risk Solutions Consumer Center against the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX ( Agent who wrote my policy on XX/XX/XXXX ) because LexisNexis said XXXX reported to a Data Base that informed LexisNexis accusing me of having a XXXX day lapse in coverage on XX/XX/XXXX when I changed Auto Insurance from my previous carrier on XX/XX/XXXX to bundle my home and auto insurance with XXXX. Since XXXX was already my home insurance carrier for years they told me if I bundle home and auto with them I would receive a discount, so I decided to bundle with XXXX on XX/XX/XXXX. My coverage was suppose to be effective and coverage began that day XX/XX/XXXX .. XXXX months after changing my auto insurance carrier I was talking with an Independent Agent about trying to bundle, or at least get another auto insurance carrier since I was having problems with XXXX XXXX XXXX XXXX XXXX XXXX When the Independent Agent told me my credentials were all great except it's coming back with a 1 day lapse in auto coverage he advised me to contact LexisNexis to get my credit report and try to get this discrepancy removed from my record. He explained right now with my record showing a lapse in coverage some companies are denying me auto coverage, and others are coming back with higher premiums due to the allege lapse in coverage. I spoke with XXXX on XX/XX/XXXX to explain I never had a cancellation, or lapse in coverage from any insurance company, and I don't have a lapse in coverage now. I filed a dispute. I was given a Case Number and was told the dispute resolution could take up to 30 days. On XX/XX/XXXX, I contacted LexisNexis and spoke with XXXX since I never received a letter, or any further communication from LexisNexis unless I initiated contact. XXXX told me a letter was sent to my home on XX/XX/XXXX which I never received. Since the letter had a PIN number on it I was upset I'd never received the letter with a PIN number since anyone who would get my PIN has the ability to access my credit Hx and personal information, so that was very concerning to me. I'm now at risk for potential identity theft and credit risk. I was also told I didn't just have a XXXX day lapse in coverage that it was a 6 months lapse in auto coverage, and since I disputed the XXXX day lapse in coverage versus a 6 months lapse I would have to dispute the claim all over again. I asked why was I told initally by others it was a XXXX day lapse in coverage whe I'm now being told it was a 6 months lapse in coverage. He insisted it was a 6 month lapse, and not a XXXX day. I asked that they disable the PIN number in the letter they said they sent me on XX/XX/XXXX regarding results of my initial dispute I'd never received. XXXX said he XXXX the PIN while on the phone, but by that time I felt the damage was already done if the letter ended up in the wrong hands. It didn't sound like XXXX knew what he was talking about when he said I had a 6 month lapse in auto insurance, because that wasn't true, and I had never heard about a 6 months lapse in my auto coverage before. I hung up with XXXX and called LexisNexis back hoping to speak with another XXXX in which I did. I spoke with XXXX on XX/XX/XXXX and explained what I was just told by XXXX. I was assured at that time that my record doesn't show I ever had a 6 month lapse in auto coverage and it only shows a XXXX day lapse in coverage. I later was offered to re-file another dispute against XXXX XXXX and XXXX XXXX at the XXXX XXXX which I did in XX/XX/XXXX. In the meantime, it was so many discrepancies when I spoke with several Reps at LexisNexis that I decided to contact the Office of Commissioner of Insurance and safety Fire to file a complaint against the same XXXX XXXX. I filed the dispute with them the end of XX/XX/XXXX and on XX/XX/XXXX I received letters from XXXX and Office of Commissioner of Insurance and Safety stating no lapse in coverage. ( See Documents enclosed ). On XX/XX/XXXX at XXXX XXXX, I contacted LexisNexis XXXX name XXXX to ask them not to send me anymore letters with a PIN number since I didn't receive the letter giving me the results of the initial dispute since that is putting my credentials and credit information at risk. I would welcome a resolution letter without a PIN number and then I could call their office with any further questions. Emailing me the results of the investigation not allowed per the Representative. I emailed the letters from XXXX and XXXX XXXX XXXX XXXX XXXX and Fire Safety to LexisNexis, and on XX/XX/XXXX iat XXXX XXXXXXXX XXXX  was confirmed by a lady name XXXX that LexisNexis received the documents. XXXX told me they had a resolution to my refiled dispute against XXXX XXXX, but since it was pending in her system she couldn't tell me the outcome. She advised me to call back the morning of XX/XX/XXXX and I should be able to get the results of the re-file dispute. I again reminded XXXX I didn't want another letter sent to my address with a PIN number because if I don't receive that letter like I never received the initial letter sent out on XX/XX/XXXX my credit information would be at risk a second time. She said OK, we will send a link letter ( something to that affect ) so your credit report information will not be at risk again. On XX/XX/XXXX I contacted LexisNexis and spoke with XXXX who told me that again XXXX said the same thing as the initial dispute and a letter was sent out this morning to me with another PIN number on it despite the fact I had asked them not to another letter with a PIN number. I never received the letter was LexisNexis of the refile sent on XX/XX/XXXX. I asked XXXX what did XXXX and XXXX say and she said they maintain the same thing they said before. I said are you saying they are still reporting back to LexisNexis that I had a lapse in coverage despite the fact XXXX reported to the Insurance Commissioner 's XXXX noted on XX/XX/XXXX that I never had a lapse in coverage, and she said yes. She said wait until you get the letter which to this day I never received. I thought submitting the results to LexisNexis from XXXX and The Office of Commissioner Insurance and Safety Fire clearly stating no lapse in coverage after that investigation LexisNexis would verify the validity of the Letters and finally clear my credit report through their reporting DatA Base and within their company, but that didn't happen, and that is why I think it's important to file this complaint with Consumer Financial Protection Bureau since I seemed to be spinning my wheels with LexisNexis, and not ever receiving letters they claim they sent to my home address. I still. don't know the reason LexisNexis is claiming that XXXX told the Office of Commissioner of Insurance and Safety Fire I didn't have a lapse in coverage and even put it in writing, but are still telling LexisNexis I still had a lapse in auto insurance. At this point I do not believe LexisNexis is reading XXXX 's response correctly.

Company response to consumer: Closed with explanation