Consumer complaint received 2023-12-26 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: IL

Complaint narrative:
On XX/XX/2023 I received the invoice from the sales representative for {$2300.00} for a XXXX XXXX Security System including monitoring. On XX/XX/2023 upon completion of the installation, I received a different invoice from the installer for {$2700.00}. I contacted customer support to request an itemized bill for the equipment I was being charged for and much to my surprise found I had received equipment I had not authorized. On XX/XX/2023 customer service representative, XXXX scheduled another technician to retrieve the extra equipment totaling {$330.00} on XX/XX/2023. 

After reviewing my invoice and notes, I found that XXXX, the sales representative, had promised a free indoor camera would be included in my order but it was listed on the invoice for {$250.00}. On XX/XX/2023 I spoke with the representative XXXX, who informed me she would email XXXX to verify the information and if he had not responded within 48-hours they would go ahead and credit my account. Of course, that did not happen. 

On XX/XX/2023 I was transferred by the Customer Service Representative to XXXX XXXX XXXX in Customer Retention, who assured me that he would see to it that the credits we agreed upon would be applied to my account. I also asked XXXX why the prices I was charged were different from the list prices on the website. I was told that the equipment I had received was an upgrade from the items listed on the website. I informed XXXX that I would be quite satisfied with the downgraded equipment and if he would send someone out to replace what was installed in my home. Instead, XXXX offered a XXXX XXXX/month discount on my monitoring service to be renewed each year for five years. I agreed to the offer and thought the improper up sale would be resolved only to find out he sent the request to the wrong department. 

On XX/XX/2023 I received an email from Customer Support to verify that I had agreed to a new charge of {$26.00} for my monitoring service. I attempted to chat with XXXX XXXX to dispute the matter regarding the XXXX XXXX/month discount which was not reflected in the email. Without telling me that she was doing so she abandoned the chat after I informed her, I was not interested in referring anyone to them for services. I then emailed Customer Service that the charges were incorrect. They have still not responded that they have even received the email to this day. So, I called XXXX again and spoke with XXXX who informed me the credit had been incorrectly completed and I insisted on an email to document our discussion which she had to revise because her statements were inconclusive. 

After so much confusion, including experiences I have not even noted so far, I decided it was not a good sign that future customer service would ever change for the better and I felt I was being taken advantage of. On XX/XX/23 I emailed a Notice of Cancellation to XXXX and XXXX. On XX/XX/2023 the XXXX technician came to my home to remove the equipment. 

On XX/XX/23 I received a late notice from XXXX about the equipment that they were financing for XXXX. I informed them that the equipment was removed from my home by XXXX technician on XX/XX/23 and I did not have it anymore. They continued to email me on XX/XX/XXXX. XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/2023. I was told by XXXX that it takes 30-days for their transactions to be completed. I then started receiving text messages from XXXX which were somehow magically deleted from my phone after I sent a STOP to their texts. On XX/XX/2023 I sent XXXX an email to inform them XXXX said they had not received anything from them to stop billing me. 

On XX/XX/2023 I received an email from Experian That XXXX had placed a late payment on my credit report. I immediately filed a dispute with Experian to include a copy of the Right to Cancel. On XX/XX/2023 I received an email from Experian that the dispute had been verified and my account updated that I owed XXXX {$2400.00} and had {$100.00} late with payments of {$60.00} a month. I called Experian to determine how they came to this conclusion especially in such a short time. I was hung up on by XXXX, the representative I spoke to. He informed me Experian farmed out these procedures and he had no way of knowing how they came to their conclusions and that I should contact the XXXX and hung up on me.

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