Consumer complaint received 2025-01-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
From : XXXX. 
XXXX XXXX XXXX XXXX, XXXX, FL XXXX ( CURRENT ADDRESS ) To : CFPB Subject : Dispute of Unauthorized Charge and Request for Removal of Charge Off Status I am respectfully writing to formally file a claim for the third time ( see-attached copies of previous files attached ) as a Fraudulent activity & Identity Theft by disputing some unauthorized charges on an existing XXXX XXXX XXXX XXXX XXXX  XXXX XXXX Account XXXX which has adversely affected my credit score negatively. 

On the last XXXX previous filed claims, XXXX was asked if the charges are or belong to me. Their response obviously was yes and I understand it because they were made on my existing XXXX  acct. However, I find it unacceptable and I request you to truly investigate this matter promptly. I also must insist to take the necessary steps to remove the disputed charged amounts and the associated charge off status on my Credit Bureau Report, since I did not make the transactions, nor did I authorize anyone else to do so on my behalf. As such, these charged amounts are a case of fraud activity and identity theft. 

Please find attached copies of my identifications, and any other relevant documentation to assist in your investigation. I have also filed a claim with the appropriate authorities and obtained a police report, which is included with this letter. 

I appreciate your prompt attention to this urgent matter and look forward to resolving this issue swiftly. Please confirm receipt of this letter and provide updates on the progress of your investigation. 

As I mentioned before, below are the reasons for my disagreement with these fraudulent charges as follows on : Account # : XXXX Router # : XXXX Member # : XXXX I opened an account only under my name with XXXX XXXX XXXX XXXX XXXX with the purpose of obtaining a loan with a low rate, but it didnt work out as I expected. 
Therefore on XX/XX/XXXX, I went in person to the branch in XXXX XXXX XXXX, XXXX XXXX, FL XXXX and I decided to withdraw the remaining balance of {$1600.00} and I requested to close the account as it shows on screenshot on the right. The same day I destroyed the debit card. To my surprise on XX/XX/XXXX, I received a Text Fraud Alert from XXXX. To my understanding and to my knowledge, the account was close, and honestly, I totally forgot about XXXX account as I completely stopped using it. 
Consequently, I decided to log on to XXXX online account and I was shocked that I still had access. I reviewed the account activity and noticed that they made multiple unauthorized transactions, leading me to believe the account was hacked and leaving the account overdrawn to the tune of a - {$540.00} balance. Apparently, XXXX sent me written notifications, to the address XXXX  had in their system : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX  FL, XXXX. However, since I requested to close the XXXX  account back in XXXX, I moved twice. See below moving record for your review. 
- XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX  FL, XXXX, I lived in this address from XXXX to XXXX, and then we moved to : - XXXX XXXX XXXX XXXX, # XXXX, XXXX FL, XXXX, I lived in this address from XXXX to XXXX, about a month before I moved ( XXXX ) I requested to closed the account. Then we moved to : - XXXX XXXX XXXX, # XXXX, XXXX, FL XXXX, I live in this address from XXXX to present. This unauthorized negative balance of - {$540.00} ; it resulted in a delinquent status and end up being reported to all three credit bureaus, affecting and lowering my credit score, starting on XXXX. I checked my credit score on XXXX and it shows as closed account I checked my credit score on Experian and it shows as closed account I tried to check my credit score on XXXX, but is a paid service I checked my credit score on XXXX, and it shows as closed account The account wasnt active for 10 months ( XXXX to starting on XXXX ) and no body from my home nor me made any charges from XX/XX/XXXX to XX/XX/XXXX because I am the only person in the account and I already destroyed the debit card on XXXX. XXXX charges I never made As soon as I became aware of the fraudulent activity, I contacted XXXX XXXX XXXX ( XXXX ) to report it in order to explain why I didnt contact them before and to file the proper claim. On XXXX, I was able to connect with a XXXX representative and spoke with XXXX XXXX ( XXXX, xt. XXXX ), who informed me that she will open a claim with XXXX. I attempted to follow up via phone by leaving voice mails and emailed on XXXX, XXXX & XXXX, but I didnt get a response ( See attached a copy of trend of emails sent ). On XXXX, I was able to speak again with XXXX XXXX and she informed that this case would need to be address directly with the credit reporting bureaus for two reasons : XXXX. This debt is a direct result of criminal bank fraud that has been recognized by XXXX. XXXX. Apparently, they sent me notifications ( XXXX & XXXX > see attached documents please ) to an old address, but I never got an opportunity to respond nor file a claim, as it was never forward to my current address. I have filed a written & online claim with the 3 credit bureaus, to request the following : XXXX. Please reinvestigate this matter and contact XXXX XXXX XXXX to have them delete or correct the disputed item ( s ) as soon as possible. XXXX. With the evidence provided, is my request that you remove the negative report from my credit file immediately so that my credit accurately reflects my responsible financial management rather than the unlawful actions of an outside hacker. XXXX. Restore my credit back to before XX/XX/XXXX and still count the earned points during the months of XX/XX/XXXX to XX/XX/XXXX towards increasing my corresponding credit score. Please let me know that you have removed this unauthorized debt and corresponding negative report from my credit history. If you need to contact me, you may reach me at XXXX or via email at XXXX. Thank you for your swift assistance in this matter. Also, attached are the following supporting documents : * Notifications letters sent from XXXX to and old address they had on file and never was forward to my current address by the post office XXXXXXXX XXXX  1st Final Notice - XXXXXXXXFinalNotice - Phone call logs to XXXX  - Email logs to XXXX  * A log of the phone call attempt to reach XXXX in order to file a claim on negative balance of - {$540.00} * A log of copy of written emails of intents to contact XXXX * Screenshot evidence of the Credit Bureau check showing that XXXX account is closed. 
*PHONE CALL LOGS TO BRIGHTSTAR PHONE # XXXX Ext XXXX XXXX XXXX I spoke with XXXX XXXX @ xt XXXX XXXX XXXX will assist with XXXX - Claim dispute, close the acct and contact Credit Bureau to revert negative reports- They will contact me by the end of the day - They will send an e-docu sign & survey of call XXXX XXXX I Called and LVM to XXXX XXXX, XXXX XXXX XXXX I Called and LVM to XXXX XXXX, xt. XXXX XXXX XXXX I Called and LVM to XXXX XXXX, xt. XXXX XXXX XXXX I called and spoke with XXXX and XXXX on the claim #. I was put on hold for 15mins XXXX, XXXX came back to the phone line and stated that acct wasnt properly closed. XXXX sent a letter on XXXX & XXXX to notify that the act is in negative balance and I have until XXXX to respond or file a claim. All XXXX  letters went to and old address : XXXX XXXX XXXX XXXX, XXXX, FL XXXX I never received a written XXXX  forward notification from the post office to my current address : XXXX XXXX XXXX, # XXXX, XXXX, XXXX XXXX Otherwise I would of responded and dispute and file a claim on the acct. XXXX will send me a copy of the XXXX notification letters to include in the dispute to the 3 Credit Bureau =============================================================== EMAILS LOGS TO XXXX  XXXX From : XXXX To : XXXX XXXX Wed, XX/XX/XXXX at XXXX Good day XXXX XXXX It was very helpful and refreshing to know your institution has a good working person who is willing to help and assist a client who is having problems with the account. It's been over 24hs since we spoke last and correct me if I'm mistaken, but I haven't received a call nor an e- document as you mentioned. I kindly appreciate your time and consideration on my situation as I would like to fix this negative report on my XXXX credit report please. 
Looking forward to hearing from you ... With Best Regards, Thank you/ XXXX. 
=============================================================== XXXX From : XXXX To : XXXX XXXX Tue, XX/XX/XXXX at XXXX XXXX  Good day XXXX, I wanted to do a follow up of my Bright Star negative account and Claim we spoke about on XXXX. I haven't received a call, letter nor an e-document as you mentioned. I kindly appreciate your time and consideration on my situation, as I would like to fix this negative report on my XXXX credit report please. You may contact XXXX. Looking forward to hearing from you ... With Best Regards, Thank you/ XXXX. 
=============================================================== XXXX From : XXXX To : XXXX XXXX Mon, XX/XX/XXXX at XXXX Good day XXXX XXXX I'm doing a 2nd follow up on my XXXX XXXX negative account and Claim we spoke about on XXXX. Kindly see trend of emails please. With Best Regards, Thank you/ XXXX XXXX is a copy of the XXXX XXXX letter notifications sent to an existing address they had on file, but that werent forward to my current address : Address XXXX  has on file : Current Address : XXXX XXXX XXXX XXXX, XXXX XXXX  XXXX, XXXX XXXXXXXX Note : This exact letter has been sent to the respective three Credit Bureaus : XXXX XXXX Experian

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