Consumer complaint received 2025-07-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
Issue : Credit reporting / Billing issue Did not receive statement or clear payment instructions Complaint Details : I am disputing a negative credit mark ( 30-day late payment ) reported by XXXX XXXX for XX/XX/year>. The late payment occurred because I never received my leases first billing statement, payment instructions, or access to make the payment online despite my proactive attempts to resolve the issue. 
My first lease payment was due on XX/XX/year>, but no paper statement or email notice was sent to me. 
On XX/XX/year>, I called XXXX XXXX, emailed the dealership General Manager, and spoke with the dealership finance representative requesting an invoice and payment instructions, stating : I have yet to receive a paper invoice from XXXX  to remit payment Can you please advise who I can speak with to receive an invoice to review and remit payment? Instead, I received conflicting and incomplete information from multiple parties ( dealership and XXXX XXXX ), with each directing me elsewhere rather than resolving the issue, which prevented me from making the payment. XXXX finance instructed I should receive the first statement from the dealership ; the dealership said I should receive the statement from XXXX finance. When I called to follow up with the dealership, the dealership called the finance group on my behalf to complain of poor customer service and confirmed with me that a new statement would be sent in the mail. 
I received a call from a creditor and I let them know that I was in communication with the finance and dealership and expecting a statement in order to remit payment. Despite my multiple requests, I did not receive a statement in time to avoid delinquency. After the call from the creditor, I called the dealership finance group again and was given instructions on where to go to pay online. 
When I finally received information to make an online payment, the online payment system was faultyit repeatedly returned error messages saying the payment was not completed, only to find days later multiple deductions were taken from my bank account. This added confusion, time, and financial stress. 
Note : from my first outreach, I confirmed my mailing address was correct in their system and was actively checking my mail for the statement ( as I was instructed it would arrive in a black envelope ). I later discovered that the account was reported as late payment despite ongoing efforts, damaging my credit. This is the first and only negative mark on my history and has prevented me from securing a HELOC, which is critical for XXXX  expenses. 

I also filed a formal dispute directly with XXXX XXXX, but the issue remains unresolved. I have email documentation proving I acted in good faith and tried to make payment once I realized no statement was sent. 

I have also filed a dispute with Experian. 

I have attached email proof showing my proactive outreach, their lack of proper billing communication, my attempts to resolve this issue with their credit dispute department with no opportunity to speak with anyone in the department and documentation of the faulty payment system issues.

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