Consumer complaint received 2024-02-09 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: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I am writing to express my profound disappointment and concern regarding a recent and ongoing issue I encountered while attempting to finalize the payment of my car loan with your company. I am at the point of paying off my loan, and I have taken significant measures to ensure that I can complete this process efficiently and responsibly. However, I have encountered numerous obstacles and a lack of satisfactory assistance from XXXX XXXX. 

To settle my car loan, I withdrew {$7000.00} from my retirement savings to ensure that I had the necessary funds readily available. With the intention of making a single lump sum payment, I proceeded to initiate the payment through your platform. Unfortunately, I encountered a problem that prevented XXXX XXXX from accepting the full amount in one transaction. As a result, I was compelled to make the payment in three separate installments. 

While the first two installments went through without any issues, I have experienced significant problems with the third and final payment. My bank confirmed that there were no issues on my end, and I do not have any daily limit restrictions that would hinder such a transaction. Despite my best efforts to address this issue proactively, the payment has not gone through as expected, and this situation now places my credit rating in jeopardy. 

As someone who works in finance, I understand the critical importance of maintaining a good credit score. Throughout my nearly XXXX years of being a loyal XXXX XXXX customer, I have consistently made timely payments, even during a challenging period when I was laid off for XXXX years. It is disheartening to find myself facing the potential of negative credit reporting due to circumstances beyond my control, and without a clear resolution from your team for an issue that is NOT MY FAULT. LISTEN to the calls made and the issues encountered by your agents or the limitations of your system that would not allow the payment to go through. 

I have called your customer service department twice to inquire about the delayed payment and seek assistance. Regrettably, despite my earnest efforts, I have not received a satisfactory explanation or a proactive solution to address this situation. The response from a supervisor suggesting that I simply wait for two weeks to see if my credit would be impacted is neither responsible nor acceptable to me. NOT MY CREDIT HAS DROPPED XXXX POINTS. I am taking this matter seriously and attempting to address it just as I attempted to address the payment issue promptly. 

I implore you to take immediate action to protect my credit rating, given the circumstances beyond my control and the diligent manner in which I have conducted my financial responsibilities with your company over the years. I kindly request a swift and comprehensive response, outlining the steps XXXX XXXX will take to rectify this matter and safeguard my credit. 

I am committed to resolving this situation amicably and promptly, I trust that we can work together to find a resolution that upholds our positive business relationship and protects my creditworthiness. Thank you for your immediate attention to this matter. 

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