Consumer complaint received 2025-08-09 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: AL

Complaint narrative:
In XX/XX/XXXX, my XXXX XXXX XXXX was declared a total loss after an accident. XXXX XXXX XXXX ( XXXX ) received insurance and GAP payments toward the loan, which left a remaining balance of {$200.00}. According to XXXX records, the following payments were made toward the account : XX/XX/XXXX Insurance payment of {$21000.00} XX/XX/XXXX Ancillary product refund of {$1500.00} XX/XX/XXXX GAP payment of {$790.00} This left a final balance of {$200.00}, which was confirmed in the Total Loss Final Bill issued by XXXX on XX/XX/XXXX. However, this letter was sent to my old address, despite my updated address being on file. As a result, I was unaware that a balance remained. 

In their response to my initial complaint, XXXX claimed they made multiple phone attempts to contact me about the outstanding balance. This claim is false. I have no record of any such calls, voicemails, emails, or other communication attempts. There is no documentation supporting their assertion. Their failure to properly notify me directly caused my delayed payment. 

Upon discovering the issue on my own, I paid the full {$200.00} on XX/XX/XXXX, exactly 73 days after the XX/XX/XXXX due date, which aligns with the final GAP payment posting. XXXX accepted the payment and issued a lien release confirming the loan was fully satisfied. 

In my initial complaint, I included proof of all of this, such as payment confirmations, the incorrect billing statement sent to my old address, lien release documentation, and detailed payment history records. 

Despite this, XXXX inaccurately reported the account to all three credit bureaus ( Experian, XXXX XXXX XXXX ) as Paid, Closed. {$200.00} Written Off. This reporting is false and harmful, because : The {$200.00} was not written offI paid it in full, voluntarily. 
The account was only 73 days past due, well below the 120180 day industry standard typically required for charge-off status. 
There was no loss or settlementXXXXXXXX  received the full balance and issued a lien release. How is this possible if it was charged off? 
My XX/XX/XXXX statement showed {$0.00} due, reflecting the total loss settlement and prior payments. 

XXXX response ignored my evidence, mischaracterized my legal dispute as a goodwill request, and failed to conduct a proper reinvestigation or correction of the inaccurate reporting. Instead, they added duplicate charge-off entries showing the account as charged off in XXXX and XX/XX/XXXX, after it had already been paid and closed. This behavior violates multiple provisions of the Fair Credit Reporting Act ( FCRA ), including : 623 ( a ) ( 1 ) ( A ) : Furnishers must report only accurate and complete information. 
623 ( b ) : Furnishers must investigate disputes forwarded by credit bureaus.

623 ( a ) ( 8 ) : Furnishers must reasonably investigate direct disputes from consumers.

611 ( a ) ( 1 ) & ( a ) ( 5 ) : Credit reporting agencies must conduct reasonable reinvestigations and delete or modify unverifiable information. 

FurthermoreXXXX XXXX  claim that multiple phone contact attempts were made is unsubstantiated and unprofessional. They provided no proof of these communications, which contradicts my documented call logs and communication history. Their failure to notify me properly and the resulting inaccurate credit reporting have caused unjust damage to my credit history. 

I also maintain a separate, current account with XXXX XXXX XXXX that is in good standing, with no missed or late payments. Despite having financed multiple vehicles with XXXX, this experience has severely diminished my trust in their communication and credit reporting practices.

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