Consumer complaint received 2020-12-02 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
On XX/XX/XXXX I called XXXX XXXX and ask to use my XXXX XXXX Benefits for both my credit cards. I gave them both my card numbers and I was informed that everything was set and I did have the protection. In XXXX I received a notice from the credit bureaus Experian XXXX XXXX  that my XXXX  XXXX account was late in XX/XX/XXXX. I called XXXX XXXX they told me that the XXXX card ending in XXXX was not added to my credit protection benefits because they aren't allowed to to both cards together they have to be done separately because the system will reject the request. So after talking to them for an hour they said there was an error on there side they will add my second card ending in XXXX and it will update. I wanted 45 days checked my credit report and now the account appears to be closed. I called them again in XX/XX/XXXX I explained again and they told me that they are fixing it. It takes time but it will get done. I asked them why is my account closed I never closed my account and my first account ending in XXXX that was under the credit protection benefit was not handled this way and it was not closed while it was under the credit protection benefit program from XXXX XXXX. They told me to wait again another 45 days. XX/XX/XXXX I called XXXX XXXX spoke to a supervisor XXXX XXXX # XXXX I explained to him what was gong on after reading all the notes he says he sees the mistake it will request for it to get fixed and he gave me a ref # XXXX. He said to call after XX/XX/XXXX to get the current status of the correction. I called on XX/XX/XXXX. Spoke to XXXX, XXXX, XXXX and they all told me that no one on there end closed my account and that another supervisor name XXXX denied to change the late payment even after reading all the notes and knowing there office made a mistake. I asked to speak to another supervisor and then I spoke to XXXX XXXX # XXXX he says they aren't the ones who submitted my account closed. Your account is under SPECIAL HANDLING AND CREDIT PROTECTION. I said what does that mean a he says its TEMPORARY CLOSED. I said so you did close my account he got so upset because after talking to him for a hour he denied the fact that they did close my account and did not close my account for the 1st credit card. He said in order to remove it from it being closed I have to cancel my credit protection benefit. I said that's not fair you didn't do that with my card ending in XXXX. Then I said what about my late payment that was not late in XX/XX/XXXX. He said we can not change it the credit bureau has to change it. I said why is that? He could not give me an answer. I asked him for a letter and he said he could not give me a letter. I been dealing with this for 6 months. I have been treated unfairly with this card ending in XXXX They know hey made a mistake. When I first filed for the credit protection they weren't suppose to do both of them at the same time because it would override each other so they just ignored the 2nd request and did not notify me of this. When I called to complain they new they were wrong and that's why they paid all my fees removed my late fees for the month of XXXX. But its still negative on my credit reports. I have dates and time as and names I spoke to during this whole process and only one person was tried to help me out of 6 people and they still lied continuously during this whole ordeal.

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