Consumer complaint received 2025-07-10 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:
Dear CFPB Representative, We are submitting a formal complaint against XXXX XXXX XXXX  regarding the unfair treatment and handling of our auto loan account, which was charged off despite our proactive efforts to resolve the situation and maintain timely payments over several years. 
As soon as the first late payment occurred, we began making multiple attempts to reach the bank by phone. Throughout this period, we were frequently transferred between representatives, given contradictory and incorrect information, and many calls were disconnected abruptly. After these exhausting and unsuccessful efforts, we filed an online complaint. Only after that did we receive a call from a representative who identified herself as part of the office of the bank president XXXX XXXX XXXX XXXX ) XXXX, claiming to be the highest level of customer service and dispute resolution available. 
We explained the difficult communication issues we had faced with the bank, along with our personal situation ( we went through a period in which multiple family members became seriously ill, requiring care and extra expenses ; there was theft in our business by an employee ; I was victim of identity theft ; and the breakdown of a truck that was a vital tool for work, all of this happened during that same period ). These circumstances led to the delayed payment, after more than three years of maintaining consistent, on-time payments and keeping the account in good standing.

The representative promised to help but requested proof of all these situations we mentioned, including extensive documentation such as medical reports, police reports, and other evidence. We prepared all the requested documents and sent everything to her through these e-mails XXXX, XXXX XX/XX/year>. 

List od documents sent : 1 - Police Report on the embezzlement we had at the company in XXXX because an employee stole from us, investigation opened 2 and 3 - Police Report and FBI Report - Identity Theft, regarding this I had accounts opened in my name and money withdrawn from my account.

And that's why our credit fell terribly and we couldn't even get any other type of financial help like loans to resolve this situation, and now we still have late payments from XXXX XXXX  and the charge OFF from the account on our credit, which harmed us much more. 

4 - Translated Diagnosis of XXXX ' father 's XXXX, XXXX 's, XXXX, due to the XXXX he needed to be hospitalized, XXXX XXXX was needed to remove a XXXX, several medications and consultations and follow-up and unlike in the XXXX XXXX people do not have health insurance easily in XXXX everything has to be paid for out of pocket because the public health system does not work well, and as the only family member who lives abroad we are having to pay for 70 % of the bills and expenses because they can not afford it. 

5 - My mother XXXX XXXX XXXX XXXX 's diagnosis was discovered about a year ago, but it has its ups and downs. It took almost a year to find out the correct XXXX. It is a XXXX that is not very well known but very serious. She is at risk of undergoing XXXX and has monthly hospitalizations. Her medications are extremely expensive, as are the appointments with specialists. She can not work. We are having to take care of her financially 100 %. 

6 and 7XXXX XXXX injured his knee in XXXX. He had to go to an orthopedist, have an XXXX scan, and be off work for a while. He even needs XXXX, but he will not do it for now because he needs to work. He is only taking care of himself with XXXX  and medication. 

8 - The truck broke down and we ended up spending all our savings to repair it, and we started working again recently, so we are starting to recover financially now. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - However, after more than a month without any response, we started phone calls and e-mails XX/XX/year> to try to understand what was happening. 
During this long waiting period for the bank to review the documents and respond to our request for help, two more payments unfortunately became late, totaling three. Also counting from the first attempts to contact the bank before speaking to XXXX XXXX and even after all the waiting, it ended up accumulating and totaling three payments late, while I just wanted the first late payment or the next one to come to be postponed to the end of the installments or something like that and continue making the payments normally, but the bank put me in a situation that accumulated 3 payments because I could not make other payments while waiting for the investigation. 

The lack of resolution and prolonged silence from the bank worsened our financial situation, directly contributing to the additional delays. Still, the bank never followed through with the promised assistance or resolution. Instead, without giving us any answer or proposal, they placed our account in charge-off status, began repossession actions, and reported the account as negative on our credit reports. 

So again, we called and spoke with the XXXX XXXX. We asked for a resolution or at least a response. Unfortunately, she told us directly that there would be no help, no offer, and that the bank would not take any action to help. She also informed us that we would have to pay the full payoff amount to avoid repossession of the vehicle. The matter was simply closed on their end without any fair response or acknowledgment of everything we had done to resolve the situation in good faith. 

Here are the key facts : * We had only three late payments over a period of more than three years of consistent, on-time payments, two of then was fault of all this situation. 
* We attempted to resolve the situation and negotiate with the bank from the very first late payment, well before the account was charged off.

* We cooperated fully, provided all requested documentation, and clearly explained the context and cause of the hardship.

Despite all of this, the bank never followed up and ultimately charged off the account. It also proceeded with repossession and collection actions, even though we had tried to reach a resolution in good faith. 
Even after explaining everything and offering to pay part of the balance to bring the account back into good standing, our offers were dismissed. The banks failure to cooperate and provide fair treatment has caused unnecessary damage to our credit histories and financial well-being.

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