Consumer complaint received 2025-11-01 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: CA

Complaint narrative:
Hello, The XXXX XXXX XXXX generic response to my Formal Credit Reporting Dispute and Request for Correction is not sufficient.

Please address and correct immediately : Dear XXXX XXXX XXXX ( XXXX  Credit Card Division ), I am writing to formaly dispute the recent negative reporting on my credit file related to my XXXX XXXX Credit Card account. 
Due to being financialy impacted by the recent California fires, I accepted your companys payment forbearance program, which was designed to assist customers affected by natural disasters. During this period, payments were not required. 
However, when the forbearance ended, I did not receive any notice that my previous automatic payment settings would not resume. 
I also received no servicing or collection calls, texts or written notices informing me that payments had become due or that I needed to re-enroll in autopay. I was told this was due to previously enrolling in paper statement? As a result, I was unaware that my account had become past due at the end of the forbearance until I noticed a 30-day late payment reported to the credit bureaus. After which I immediately made payment to bring the account current and pay down the balance. Additionally, I was misled by your call center agent that if I made a payment, she was going to be able to assist with the credit correction after making the payment. She then advised she was unable to assist and I need to send a letter, I explained that my XXXX will not allow me to send the dispute via regular mail and asked for it to be accepted by phone email or other electronic form she then stated somebody from your ADA office was going to contact me which did not occur. I proceeded to submit my dispute online and received a generic response about the credit reporting being accurate, not acknowledging any of the actual issues that I have stated in my complaint. This action caused a significant XXXX decline in my credit score and a reduction of my credit limit from {$5000.00} and is affecting my ability to get a job because credit is part of the background check process.

I believe this situation constitutes a violation of my rights under the Fair Credit Reporting Act and may also represent a UDAAP violation. I should not be penalized for participating in a relief program that was intended to support consumers affected by natural disasters.

Furthermore, I have experienced delays in resolution and a lack of accessible ADA-compliant options for submitting my dispute.

Accordingly, I am requesting the folowing actions be taken immediately : 1. Removal or correction of the 30-day late payment notation from my credit report.

2. Reinstatement of my prior {$5000.00} credit limit.

3. Reactivation of mailed statements to ensure accessibility and compliance with my communication preferences.

4. Resumption of standard servicing outreach, including phone or email notifications for any future issues with my account.

I appreciate your prompt attention to this matter and request written confirmation once the corrections have been made. Please consider this a formal FCRA dispute and handle it in accordance with al applicable consumer protection laws.

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