Consumer complaint received 2024-08-29 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: CA

Complaint narrative:
In XX/XX/XXXX, I opened up a credit card with XXXX XXXX ( XXXX ) to leverage an offer for a discount for a washing machine that I needed to replace. I used the card to buy the washing machine, paid the amount off in full within XXXX months ( before the end of XXXX, and never used this card again. 

In XXXX, I was getting notices that my XXXX XXXX was going down due to late payments to " THD/CBNA ''. I did not recognize this card, and then when I looked again I realized it was The XXXX XXXX, which is managed in affiliation with XXXX. I called in XX/XX/XXXX to XXXX customer service number ( XXXX ) and they transferred me to fraud. 

In XX/XX/XXXX, I was told there was a purchase in XXXX XXXX and also online around XX/XX/XXXX. Neither of these were me, as I have never used the card aside from the initial purchase in XXXX ( with an LA delivery- where I live ) and do not go to XXXX XXXX. They confirmed it was fraud and all charges would be reversed. I asked for the account to be closed, and they said it would be. I asked for a letter, and they said one would be sent. It never was sent. 

In XX/XX/XXXX, I got a letter saying that they could not send my statements to my email and I needed to login to update my details. I tried to login to make sure everything was resolved, but I could not create an online account as the card ( account number ) was closed. So I called again. THey again confirmed that all the purchases were confirmed to be fraud, and all charges reversed, but for some reason an amount was still showing as due due to late fees. Upon further investigation, this was becaue the late charges and penalties were not reversed. I was assured it would be addressed. 

By XX/XX/XXXX, my XXXX XXXX went down nearly XXXX more points due to now over XXXX late payments to XXXX. Meanwhile, in all my years of credit ( over 32 years ), I don't have XXXX or XXXX late payments combined. 

On XX/XX/XXXX I spoke with a man named XXXX. He said everything was credited as of XX/XX/XXXX, but for some reason it was still showing that I owed the late payment penalties ( {$310.00} ). He said that would be corrected, and that I would receive a letter in the mail. He advised me to call the next week to confirm all the amounts were zeroed out. I have still not received a letter. 

On XX/XX/XXXX I called and initially spoke to someone with unique ID code XXXX. She transferred me to a woman named XXXX in fraud, who hung up on me after telling me a charge of {$120.00} still needed to be disputed but told me nothing else. 

I called back that same day, and spoke everntually with XXXX. He said everything is closed and completed, all charges are reversed and no amounts are due. There had been an amount of {$310.00} of late fees and penalties, but this is REVERSED and the credit companies would be informed that there was no late payments or past due amounts. I asked for this in writing -- but have not, to date, received it. He said I should go online to check- but I explained again, the account is CLOSED and I can not create an online account with a closed account. Understanding this, he made note and said I would receive a letter. 

On XX/XX/XXXX XXXX confirmed that XXXX said I owe {$310.00} and have XXXX late payments. On XX/XX/XXXX, I received notices from Experian that The XXXX XXXX and XXXX XXXX XXXX CONFIRMED the late payments wwere accurate and the amount overdue is accurate. This is blatantly false and not accurate. My appeal to them to fix this on my credit should not have been denied, but was due to the inaccurate and false statement from The XXXX XXXX. -- I was told in XXXX that the issue due to fraud resolved, everything would be corrected, and I would receive a written letter. None of these things have happened. 

That I have not received anything in the mail following any of these calls is incredibly upsetting. And my credit has gone down nearly XXXX points. I have patiently called customer service and spoken to fraud, many times, never to have this resolved. 

I would like direct communication and a written confirmation that this is resolved, and that the credit agencies will be given accurate information. I have not used this card but XXXX time since XXXX. I have made at least XXXX phone calls since XX/XX/XXXX trying to resolve this, and THD/CBNA has not taken the steps they advised they would. 

It concerns me greatly because each time I call, I'm asked for a slew of information and rather than get resolved, there are new numbers and new issues and ongoing late payments. It feels deceptive and fraudulent. Meanwhile, my XXXX XXXX is going down to these falsely reported late payments when it should be going up, as I just paid off a significant amount of debt.

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