Consumer complaint received 2025-02-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: MD

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a formal complaint against XXXX XXXX XXXX XXXX regarding its handling of my credit reporting and failure to provide required account notifications, despite multiple requests to ensure I receive all communications related to my co-signed account. The creditor has engaged in unfair and misleading practices that have directly harmed my credit standing and violated federal credit reporting laws. 

Account Details : Creditor Name : XXXX XXXX XXXX XXXX XXXX  Account Number : XXXXXXXX XXXX XXXX Contract Number : XXXX Original Contract Signed : XX/XX/XXXX Summary of the Issue : I co-signed for the above account, and at the time of application, I provided my contact information to receive all account-related updates, including payment due dates, missed payments, and delinquency notices. 

On XX/XX/XXXX, I again requested to be included in all account communications, and XXXX XXXX assured me I would receive all updates. However, I never received any notices, calls, texts, emails, or mail regarding any late or missed payments. Instead, I only received promotional advertisements and offers from different individuals who clearly accessed my information from their system ( XXXX XXXX from XXXX XXXX, XXXX XXXX from XXXX  XXXX XXXX XXXX from XXXX XXXX, etc. ) On XX/XX/XXXX, I was shocked to receive a notification from a credit monitoring service stating that a 60-day late payment was reported on my credit, dropping my credit score by XXXX points. I immediately contacted XXXX who showed as the agency collecting on the loan and explained to the representative XXXX XXXX XXXX XXXX, that I had not received any communications from anyone at Holiday Lounge to notify ME the co-borrower of any missed payments, and he stated that my information was not in the system, therefore they couldn't communicate with me. How is that possible? Then, he stated that to help me he needed to collect at least one payment which I made as he attempted to assist me and once again updated my information in the system for notifications. 

A few days later, I was contacted by XXXX from XXXX XXXX, who offered to amend the contract to reduce the term of the benefit and lower the monthly payment. She stated this would bring the account current. I signed and accepted the amendment as per her instructions and made the additional payment she requested. Despite this, on XX/XX/XXXX, I received another notification that a 90-day late payment had been reported to the credit bureaus. 

Violations of Credit Reporting and Consumer Protection Laws : Fair Credit Reporting Act ( FCRA ) ( 15 U.S.C. 1681s-2 ( a ) ) : XXXX failed to accurately report and verify account information, leading to unjustified negative reporting. 
The creditor did not notify me in advance of the derogatory credit reporting, denying me the opportunity to resolve the issue before my credit was impacted. 

Fair Debt Collection Practices Act ( FDCPA ) ( 15 U.S.C. 1692d & 1692e ) : Misleading and deceptive practices were used regarding the amendment to my contract, as I was led to believe my account would be brought current, only for additional derogatory reporting to occur. 

Consumer Financial Protection Act ( 12 U.S.C. 5536 ( a ) ( 1 ) ( B ) ) : The failure to provide required notifications and the misleading handling of account updates constitute unfair, deceptive, and abusive acts and practices ( UDAAPs ).

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