Consumer complaint received 2023-05-10 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
XXXX. Took a loan in XXXX from a company called XXXX, XXXX online for a 3 year term. Covid hit shortly after and I was laid off from my career. XXXX offered a " Covid Relief Program '' where your payments would be cut by almost XXXX the amount for 3 months and pushed back to the end of your loan. I was also told that if your still unemployed before you make your 3rd payment on the " CRP ' then you can call and get back on the " Covid Relief Plan '' before the next full payment is due. I called after the 2 payments and was told on their recorded lines that I was re-enrolled into the " CRP ''. XX/XX/XXXX was the 3rd payment of the 3 month CPR and should of been around {$100.00}, but they charged me a full payment. I called and asked why I was charged full payment when I had called last month and continued on the relief plan for the 1/3rd payments. They did a refund of {$210.00} and informed me I was still on the plan, but then I got a notice that my account was late. I called again and informed them I was on the plan they put me on and also confirmed that I had made all payments per their agreement told to me. The XXXX said that the prior reps were incorrect and that we can not be put back on the " CRP '' without paying the 3rd payment as a full payment. So he said technically I am late because the payment amounts that they were submitting didnt match what the system was asking ( because they kept putting me on the relief plan but the system wasnt showing it, and the XXXX XXXX know the plan details fully. ALL OF THIS IS ON THEIR RECORDED LINES ). 
I requested to have the calls pulled and they listened to the calls and verified that I was told incorrect information and that they will submit a form to have it corrected and account updated. THEY NEVER UPDATED MY ACCOUNT SO IVE BEEN SHOWING LATE SINCE XXXX, with 13 payments late or missing on my reports, but on their website and thru my bank its showing payments made. I have called them almost 100 times to get this resolved and show current and no late payments. XXXX didnt fully understand the new program they were running and telling consumers false information like loan terms, amounts and how the loan would be paid back. 

XXXX. So in XX/XX/XXXX, I went to make my now full payments like I always do and the account was asking for full payment of loan and not my now normal amount of loan payment. I called and asked why cant I make my online payment, they informed me the loan was over and that they wanted the full amount. I asked about the " COVID RELIEF PLAN '' and how the payments were pushed to the end of the loan to be paid in payments added to the total, she responded that they have a " XXXX XXXX Plan '' for members that still had a balance after the " Covid Relief Plan ''. She said they break up the payments into XXXX payments of whatever the balance is, I told her they never fully explained that was how it worked and I never agreed to pay it in one lump some at the end or in payments of this amount like this. It almost doubled my payments and was still showing late and missing info on my credit reports. So no payment was taking in XX/XX/XXXX because XXXX, XXXX told me no payment was needed because they put me on the new " Post-Covid Plan '' because I was on the relief plan ... ..THEN THEY REPORTED TO THE CREDIT REPORTS THAT I DIDNT PAY XX/XX/XXXX! When they declined taking the payment because they said Im starting the new plan and a payment was not needed until XX/XX/XXXX. They doubled my payments and also still is not reporting correctly since XXXX and not willing to work with me. I called almost 100 times to the point where now when I call they either transfer me to the same supervisor who doesnt listen now and just keeps saying she cant listen to all the convos and look at the paperwork that proves I was never late and what was told to me because I called to many times and am calling to many times to get my account correct. 

I have : Bank Transaction History ( Chase ) Payment History ( from Upgrade website ) Emails Recorded Calls They baited us in when covid hit to take advantage of us, XXXX didnt fully understand the new loan so wasnt telling everyone the correct terms, amounts ect. Then after your loan ends that take advantage of us again by setting us up on a new loan for higher amounts and STILL not reporting to the credit reports properly. Ive called them numerous times, tried to dispute the info but they keep finding a way to be an untrustworthy company. 

AND I STILL HAVE NOT MISSED ANY PAYMENTS ( only the ones that told me not to pay or went back and did a refund/correction.

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