Consumer complaint received 2025-05-06 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: NC

Complaint narrative:
I am writing to file a formal complaint against Self Financial Support for inaccurate credit reporting, misleading communication, and violations of the Fair Credit Reporting Act ( FCRA ). Despite my efforts to resolve these issues directly with XXXX XXXX, they have failed to correct the inaccuracies on my credit report, which have negatively impacted my credit score and financial opportunities. I am seeking your assistance to investigate this matter and ensure XXXX XXXX complies with federal regulations. 

Background of the Issue I hold a Self Visa Credit Card ( account ending in XXXX ) with Self Financial, which I have been using to build my credit since the account was opened on XX/XX/XXXX. According to my Experian credit report, this account ( listed as XXXX XXXX XXXX ) has a balance of {$680.00} as of XX/XX/XXXX, with a credit limit of {$750.00} and a past due amount of {$58.00}. The report also shows two 30-day late payments in XXXX and XX/XX/XXXX, which I believe are inaccurate based on my payment history. 
However, recent screenshots from my Self Visa Credit Card account show the following : Current Balance ( as of XX/XX/XXXX ) : {$950.00} Remaining Statement Balance : {$680.00} Credit Limit : {$750.00} Last Payment : {$40.00} on XX/XX/XXXX Prior Payment : {$92.00} ( date not specified in the screenshot but noted as recent activity ) Minimum Payment Due : {$0.00} due on XX/XX/XXXX Inaccuracies and Discrepancies 1. Inaccurate Late Payment ReportingMy Experian credit report indicates two 30-day late payments in XXXX and XX/XX/XXXX. However, my XXXX account shows a payment of {$40.00} made on XX/XX/XXXX, and a prior payment of {$92.00}. These payments suggest I have been actively managing my account, yet XXXX XXXX reported late payments to Experian. If these payments were made within the grace period or on time, the late payment marks are incorrect. Additionally, XXXX XXXX chat support ( dated XX/XX/XXXX ) only acknowledged one late payment from XXXX, failing to address the second reported late payment in XXXX, which creates further inconsistency. 
XXXX. Discrepancy in Reported BalanceThe Experian report lists my balance as {$680.00} as of XX/XX/XXXX, while my XXXX account shows a current balance of {$950.00} as of XX/XX/XXXX, with a remaining statement balance of {$680.00}. This discrepancy suggests that XXXX XXXX XXXX not be accurately updating my balance with Experian, which could affect my credit utilization ratio and overall credit score. High credit utilization ( 127 % as shown in the XXXX app ) can significantly harm my credit profile, and XXXX XXXX failure to report the correct balance exacerbates this issue. 
XXXX. Misleading Communication in Chat SupportDuring a chat with Self Financial Support on XX/XX/XXXX, I raised concerns about the two 30-day late payments reported by Experian. XXXX XXXX responded by stating they only report factual payment history and are not responsible for how Experian reflects this data on my credit report. They suggested the issue lies with Experians VantageScore 3.0 model and offered to escalate the matter to a higher team but did not commit to investigating or correcting the inaccuracies. This response is misleading because, as the furnisher of the information, XXXX XXXX is legally obligated under the FCRA to ensure the accuracy of the data they provide to credit bureaus. Their failure to acknowledge their role and take immediate action to investigate my dispute is concerning. 
FCRA Violations by Self Financial Based on the above discrepancies, I believe Self Financial has violated several provisions of the FCRA : 1. Inaccurate Reporting ( FCRA Section 623 ( a ) ( 1 ) ) : Self Financial reported two 30-day late payments for XXXX and XX/XX/XXXX, which may be incorrect given my recent payments of {$92.00} and {$40.00} ( on XX/XX/XXXX ). If these payments were made on time or within a grace period, XXXX XXXX has provided inaccurate information to Experian, violating their obligation to report accurate data. 
2. Failure to Investigate and Correct Inaccurate Information ( FCRA Section 623 ( b ) ) : Despite my clear dispute during the chat on XX/XX/XXXX, Self Financial did not commit to investigating the inaccurate late payment reporting. Instead, they shifted blame to Experian and failed to take responsibility for verifying the accuracy of the data they furnished. This violates their duty to investigate consumer disputes and correct inaccuracies. 
XXXX. Misleading or Incomplete Communication ( FCRA Section 623 ( a ) ( 2 ) ) : Self Financials claim that they are not responsible for Experians reporting is misleading, as they are the furnisher of the data. Additionally, their failure to address the second late payment ( XX/XX/XXXX ) in the chat, while only mentioning the XXXX late payment, constitutes incomplete communication, further violating FCRA standards. 

Impact of These Issues The inaccuracies in my credit report have caused significant harm : The two 30-day late payments have likely lowered my credit score, making it harder for me to secure favorable loan terms or credit approvals. 
The discrepancy in the reported balance has resulted in a high credit utilization ratio ( 127 % as shown in the XXXX app ), which further damages my credit profile. 
These errors have caused me emotional distress and financial strain, as I am unable to rely on an accurate credit report to manage my financial future. 

Requested Actions I respectfully request that the CFPB investigate XXXX XXXX Supports actions and take the following steps : XXXX. Require XXXX XXXX to thoroughly investigate the reported late payments for XXXX and XX/XX/XXXX and correct any inaccuracies with Experian. 
XXXX. Ensure Self Financial updates my balance accurately with Experian to reflect the correct statement balance of {$680.00} ( or the current balance of {$950.00}, depending on the reporting cycle ). 
XXXX. Hold XXXX XXXX accountable for their misleading communication and failure to investigate my dispute, ensuring they comply with FCRA requirements in the future. 
XXXX. XXXX XXXX XXXX to provide me with written confirmation of any corrections made to my credit report. 

Supporting Documentation I have attached the following documents to support my complaint : Screenshots of my chat with Self Financial Support ( dated XX/XX/XXXX ). 
A screenshot of my Experian credit report showing the XXXX XXXX XXXX account with XXXX XXXX late payments and a balance of {$680.00}. 
Screenshots of my XXXX XXXX Credit Card account ( dated XX/XX/XXXX ) showing the current balance of {$950.00}, a remaining statement balance of {$680.00}, and recent payments of {$92.00} and {$40.00} ( XX/XX/XXXX ). 

I appreciate your attention to this matter and look forward to your prompt investigation. Please contact me at or if you require additional information. 
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