Consumer complaint received 2024-11-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
XX/XX/year> To : XXXX Please see the attached letters from XXXX canceling service. let me be clear : NO service was provided and I requested a full refund from XXXXXXXX XXXX  who connected me to XXXX  which I asked if this was necessary? I did not want a third party since if something is wrong, its difficult to repair and here we are! I am not responsible for any money owed to XXXX. This was my 2nd letter I have written requesting XXXX. The first was XXXX. I have written you before to close that account and bill XXXX XXXX, they will pay you. I have written XXXX XXXX about this several times. They are busy saving his lawyer license now since I I have been requesting a cease reporting to credit agencies since I contacted you in XXXX. My credit should not be affected by this cancellation or please escalate this to someone else. if need be help me through this I dont want my Credit ruined over this, but Im not going to pay for a product I never received, in this case, a service I never received, legally Specific Performance. Shortly, Im going to file a claim against XXXX XXXX for basically not providing specific performance or the product that they advertised to me. This is more than a return of a sweater, it is about shelter, a basic need. Attached documents to keep you informed clearly, Im not being unreasonable as the case was lost because XXXX Advisors never represented me nor did they register as my counsel so there was no service provided, I lost my case and now homeless. 
never returned phone messages left, many times they telephone number would be UNABLE to get through, impossible to get replies through email, had many of my emails RETURNED ( bounced back to me marked undeliverable ). Evicted and everything I own stolen. Attached are my follow-up letters below is my first letter. 
Thank you very much, XXXX XXXX XXXX Dear XXXX XXXX, I am compelled to express my deep dissatisfaction with the legal services provided by your firm for my eviction case and foreclosure matter. When I engaged your services, it was with the understanding that your team would work to cancel my eviction and reverse the foreclosure on my home of 20 years. These expectations were affirmed by your office during our initial conversation, and I had every reason to trust in your firm 's ability to assist me, given my research and your positive reviews, little did I know the reviews were bought as I later was offered a {$25.00} gift card to write a positive review. Clear communication of what can be expected from a service provider is essential in any professional relationship. If your firm was unable to help me, it should have been communicated to me promptly, not months later and weeks before my eviction hearing. The neglect and lack of transparency have resulted in unnecessary delays and added hardship. Additionally, there was no documented progress on my case, despite my repeated attempts to contact your office via phone and email. My calls have gone unanswered, messages unreturned, and emails received generic responses that do not recognize the urgency of my situation. For example, I have emails sent between XX/XX/XXXX and XXXX bounced back without confirmation of delivery, and my subsequent calls went unanswered. As a senior citizen with a XXXX, the prospect of potential homelessness is deeply distressing. Your XXXX XXXX  inaction has put me at substantial risk and reflects a gross neglect of the urgency of my situation, especially with an upcoming hearing. Due to the complete lack of service provided, I am requesting a full refund of any fees paid to your firm by me and XXXX, the third party who made payments on my behalf. As of XX/XX/XXXX, there is no evidence of work being done on my case after I attended the hearing alone, which leads me to believe that no work had been completed. I can personally attest to this neglect by XXXX XXXX. If I do not receive the refund by XX/XX/XXXX, I will face further hardship as I will be unable to afford legal counsel, and I will have no choice but to pursue legal action for gross negligence, undue stress, and the resulting pain and suffering from the impending homelessness due to your firm 's inaction, as well as any fees and pain and suffering from losing the case and any chance to stay in my home of 20 years. Please take this matter seriously. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ****** XX/XX/year> Re : Urgent - Failure to Deliver Promised Legal Services Dear XXXX lawyer et al., I am expressing my extreme dissatisfaction with your firm 's services regarding the case you agreed to take regarding canceling an eviction case and reversing my foreclosure. I entered this agreement with a clear understanding that your firm could help me achieve two critical goals : canceling my eviction and reversing the foreclosure of my home. I gleaned these expectations from your office paralegal and I had no reason to believe otherwise. I have spoken to her once, and she was very nice. However, no matter how nice in any professional setting, with so much at stake, managing client expectations is paramount, not take their money then see 3 months later decide if you can help or should let this customer go in XXXX If your firm could not assist me, I should have been informed immediately, not three weeks before the eviction hearing. This lack of transparency has caused unnecessary stress, pain, and hardship since I could not obtain counsel and lost my case since XXXX refuses to refund me even after I told them the plaintiffs attorney called 2 days earlier asking if I was represented I said yes and I had submitted documents to XXXX advisors the day after I signed on and paid. those contact numbers were clear and adding URGENT PLEASE CONTACT on the email with expressed urgency. This was ignored AND XXXX advisors DID NOT EVEN REGISTER AS MY COUNSEL, which you can easily do online which is so basic it seems. This is the last mistake they made and I fired them. MORE errors early on where communication is critical as the hearing approaches as I wrote to them to correct. They did not. Furthermore, there is a complete absence of any documented progress on my case. Despite my repeated attempts to reach someone via phone and email, my calls have been unanswered, messages unreturned, and emails unreplied or with generic recieved responses demonstrating a clear lack of regard for the situation 's urgency. Emails sent between XX/XX/XXXX and XXXXXXXX XXXX, bounced back with no delivery confirmation, and further attempts to reach someone by phone were unsuccessful. 
As a senior citizen with a XXXX, facing potential homelessness is a terrifying prospect in the home I have enjoyed for 20 years. XXXX XXXX inaction has placed me at significant risk. After XXXX letters and no reply, the court will be in contact. Given the complete lack of service, I demand a full refund of any and all fees paid to your firm. I will not be bullied into paying additional fees to your firm paperwork as there was a breach in the advisory part of the firms name nor will I pay any associated third party. The hearing on XX/XX/year> necessitated immediate action. I could not find legal representation I will also ask the court to monetize Pain and suffering. XXXXXXXX XXXX have exacerbated an already difficult situation I am beside myself with grief and disappointment and now contempt as I hold XXXX XXXX responsible. If I had doubt, I look back and remember that the reviews were important in choosing a lawyer and since they had good reviews, I hired XXXX XXXX, even though they were located in another city. A month or 2 later I was surprised out of the blue I got a reply from an associate from the firm from a message I sent. She was told to call me but knew nothing about my case she said she would ask someone to call me but no one did. But I DID LET HER KNOW I was following up asking if the firm have contacted the plaintiffs attorney. She answered after asking me to hold that someone from the case will need to call me Monday ( it was Friday ) the appointment date set up earlier in the previous week. I said ok then she brought up a Friday Special that XXXX XXXX president XXXX is offering {$25.00} gift card to write a good review about the firm. To me, it is dishonest & unethical for XXXXXXXX XXXX intentionally & knowingly falsely use reviews in this manner, causing me unrepairable harm. I have a matter of days left till I am thrown on the street after 20 years in my home.

After successfully running 2 companies over the years, The level of neglect I have not seen in 25 years working with lawyers from hundreds of firms doing hundreds of real estate closings. From developer onsite sale closings to resale closings, I would confer, negotiate, and often assist to close a deal under ( many times ) stressful conditions. not once did I EVER receive a busy-out when I would call in, never reaching a human during business hours, or returned emails I sent seemingly bounced-back and never knowing if the emails reached the appropriate party. So having all of this happen to ME under my already stressful condition of forclosure and eviction then homelessness is unthinkable. NO ONE should EVER HAVE to go through those struggles while facing obstacles AND paying for legal representation. 
XXXX XXXX XXXX XX/XX/year> my complaint to Florida bar signifying my seriousness and dedication to righting this wrong against me and EXPERION wont note my credit report! 
Dear Florida XXXX XXXX, Please feel free to share any of the information I have provided. At this juncture, I have lost almost everything so I have nothing to hide and I have been upfront and honest. It is an understatement that my life is ruined as I have been forced into a position of facing eviction due to the gross negligence of XXXX XXXX. The firm 's failure to adequately represent me in this matter is compounded by their attempt to impose additional financial burdens through a rushed and questionable agreement. The agreement was breached when the firm never acted on the agreement by not registering as my representation with the court. 
Unintentional or not I can say that the level of incompetence exhibited by XXXX XXXX is unprecedented. 
Consistent failures in communication including but not limited to inaccessibility during business hours, unreturned messages, unanswered calls, disconnected phone lines that busy-out, and bounced emails have severely compromised my ability to effectively manage this legal crisis. 
The offer of an XXXX gift certificate as a means of customer satisfaction is an insult compounded by the firms apparent inability to fulfill basic legal obligations. 
I have attached copies of correspondence detailing the firm 's misconduct. Please investigate them thoroughly and take appropriate action. The consequences of XXXX XXXX ' negligence are far-reaching and have caused irreparable damage to my life. 
Please respond addressing the following after you investigate : * Rescission of the aforementioned agreement due to performance. 
* Full refund of all fees paid due to the absence of specific performance. 
*reflect those changes to my credit report. 
Thank you for your attention to this urgent matter. 
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