Consumer complaint received 2020-09-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
FOR XXXX XXXXXXXX LEADERSHIP TO READ IN ITS ENTIRETY I began reaching out to XXXX XXXX on XX/XX/XXXX to get the amount due on a charged off credit card. This card was previously included in a bankruptcy ; then when the bk was dismissed ; it went directly into charge off status. On XX/XX/XXXX, I called XXXX XXXX and set up a payment plan and started having payments auto drafted from my account monthly. I have been in the process of trying to purchase a home so I needed to get the actual amount owed on this account. On XX/XX/XXXX, I called XXXX XXXX and asked to get the amount owned on this account because it had not been updated on my credit report. I also mentioned that I would like to pay it off. I was transferred to someone in the disputes dept.. They mentioned that they would updated the report with the correct amount owed. I then asked if I could pay it off ; they told me no ; I needed to wait until the credit reports updated. I asked them if they could expedite this ; bc I needed it so I could close on my home. She said she would expedite it it ; but it probably would be done until the next day. 

I called back on XX/XX/XXXX to have them stop the dispute so I can just pay it and get the letter so I could give to my mortgage company after XXXX XXXX. She put me on hold ; and came back to tell me that the dispute had already been submitted. I was upset ; but I still wanted to pay the balance of {$260.00}. She began to tell me that needed to wait 22 days, then 15 more days ; etc. I explained to her that I needed this ASAP because my home depended on it. She told me there was nothing she could do. I asked to be transferred to someone back in disputes because this was not what I told before ( I was told that they could expedite the letter given the circumstances ). She insisted on transferring me back to the same rep who did the dispute ; no one answered ; so I left a voicemail, no one ever called back. On XXXX I had my closing day ; I ensured my mortgage broker that the update would take place soon and the amount due was {$260.00} and it would be paid by the end of the week. I explained the them the what happened and I was waiting for a call back. Soon after that ; I received an alert on my phone showing that my credit score had dropped by 22 points. At the exact same time ; the lender was doing one final check to ensure that all was a go and they also saw the drop in my score. We went through and analyzed my accounts and what we found was a status change that stated the account was now in past due status ( not showing that any payments had been made ). It now shows charged off - written off - collection account past due within the last 60 days. So it looks as if this is a brand new charge off AND collection. At that time ; the lender pulled the deal. I called XXXX XXXX back in tears. I asked what happened ; they told me they updated the amount due ; however I explained to them that it looks like this reset and restarted to hurt me all over again. I was transferred quite a few times that day ; apologized to over and over again, until I spoke to and account manager named XXXX. I asked if there was something that could be done to reverse the damage ; there was nothing. I paid the account off finally. I was sent the pay off notice this morning via email as promised. 

What I would like to make clear to whomever reads this is the following : I made every attempt to pay this debt even as it was in charge off status. I volunteered to pay this off even when it showed on my mortgage report " profit & loss '' account. No one ever had to chase me or call me to get paid ; I just paid it with no hesitation. All of these attempts were just to get the correct information and pay it off ; so I could get my home ; that was it. My dream was shot because I made a decision to do the right thing. I'm asking XXXX XXXX to do the right thing and remove this from my credit report and let me move on with my life. The damage has has already been done.

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 non-monetary relief