Consumer complaint received 2025-05-20 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: MD

Complaint narrative:
I am requesting assistance in addressing ongoing issues with XXXX regarding negative notations on my credit report. Despite numerous attempts to resolve this matter directly with the company through phone calls, emails, and U.S. mail, I have consistently received responses denying my request to reverse two entries to my credit reports.

1 ) I discovered that my credit card account was switched from paper statements to electronic statements without my explicit consent. During a conversation with a XXXX representative, I was informed that the change occurred late one evening when I had logged into my account. She said I was in and out of that page on the website, which I explained was my point that it was changed without my consent and I was trying to reverse it, which I thought I had done successfully. Upon inquiring about this, I learned that, contrary to my expectations, I had not opted out of the electronic statement setting, which resulted in the cessation of paper statements. As a result, I missed two months of payments, which were caused by {$4.00} automated subscription charges, leading to late fees and negative credit reporting. 

2 ) They reported my account as making payments on time 0 % of the time. That is definitely not true and to further stress that many of the payments were automatically debited by XXXX on or before the due date. That appeared on my credit report 3 ) They reported to the credit bureau I owed $ XXXX though I had a {$500.00} credit limit ( after they dropped it ). I did not owe $ XXXX and my statements reflect that. They never attempted to collect that money it was one more error in reporting.

4 ) I found on my credit report that they also reported another credit card I closed with them previously that I made 0 % on-time payments. No late payments shown and no issues with that card. Apparently their bad reporting is not uncommon. 

I have a friend who had the same problem being changed from paper statements to electronic without her knowledge and it was reported to the credit bureau when her payment was late. 

I initially sent a letter requesting the reversal in XX/XX/XXXX. I wrote again in XX/XX/XXXX. I received a call saying they do not make changes to credit reporting. I explained again this happened due to the switch to electronic billing, she said they would not make the change. I then wrote to the CEO in XXXX in XX/XX/XXXX and that was sent back to Delaware for a response. The response was the same, I submitted a complaint to XXXX XXXX XXXX XXXX  Consumer Protection Department. They submitted the information to XXXX but nobody responded so they told me the next step would be to contact CFPB I'm submitting copies of those correspondences..

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