Consumer complaint received 2024-11-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
This complaint concerns a debt amount recently posted on my Experian credit report from XXXX XXXX XXXX, for {$380.00} which I believe to be erroneous. This debt relates to a billing issue I encountered with XXXX when I changed carriers last year. I would like to provide context and request the immediate removal of this debt from my record. 

Before discontinuing my XXXX XXXX  I returned a damaged phone under their insurance program and received a replacement. I received my new phone on XX/XX/year>. Due to shipping delays, my original device did not reach XXXX within their required timeframe, which led them to charge me approximately {$1300.00}. 

Here is the email they sent me on XX/XX/year>, XXXX XXXX : " We're writing to inform you that we have not received the XXXX - XXXX XXXX XXXX XXXX required to complete your exchange. As a result, your account has been charged a non-return fee of {$1300.00}. 

To avoid this fee, please ship the device to us within the next 14 days. Once we receive the device, we will credit your account. 

Device Information : XXXX Number : [ Redacted ] '' Once they received the device, XXXX  sent me an email on Mon, XXXX XXXX, 2023, XXXX XXXX : " We received your XXXX - XXXX XXXX Ultra XXXX and your warranty exchange is all set. You should see a credit of {$1300.00} on XXXX of your next XXXX bills to cover the non-return fee that was charged previously. If you need assistance with anything, don't worrywe 've got your back. Visit my.tmobile.com or also call Customer Care at XXXX for assistance. 

Thank you, Your XXXX XXXX '' However, they only refunded a portion of this charge, minus a disputed amount of around {$300.00}. It was then sent to the credit collection agency. I contacted them regarding this, but they said I closed my account and they have no access to the records anymore. After contacting them multiple times, I was able to speak to a supervisor who confirmed that I did not owe any outstanding balance. I followed their advice to dispute the charge through the credit bureaus and placed a credit freeze on my account. Experian, XXXX, and XXXX initially removed this debt from my report, and the matter appeared resolved. 

However, despite having a freeze on my Experian account and prior Experian dispute resolution, removing this debt from my account on Sat, XX/XX/year>, the same debt has been re-posted on my Experian report, this time from a different collection agency, XXXX XXXX XXXX. It seems this erroneous debt is lingering around and being sold from XXXX credit agency to another. 

Here is the dispute resolution from Experian on XX/XX/year> : The dispute for the account with XXXX XXXX XXXX that starts with [ Redacted ] has been removed from your credit report. Source : Experian Date Submitted : XX/XX/year> Report Number : [ Redacted ] Account Number : [ Redacted ] Company : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, XXXX, AL XXXX As I understand it, under the Fair Credit Reporting Act ( FCRA ), once a debt has been disputed and resolved in the consumers favor, it should not reappear unless the creditor provides new, verifiable information. Given that no new information has been presented, I believe this reposting is a violation of the FCRA and constitutes harassment. 

My recent experience communicating with Experian has been highly unsatisfactory. They lack live agent support and provide no direct communication options, making it nearly impossible to resolve issues effectively. The automated phone system is unhelpful and limited, offering few options and leading to frustration. They dont offer live chat support with an agent, and the chat feature merely redirects you to a phone number that frequently disconnects. Additionally, theres no option to communicate by email or attach documents to a dispute immediately after filing, leaving no straightforward way to provide necessary documentation.

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