Consumer complaint received 2024-02-01 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: ME

Complaint narrative:
I bought my used car from XXXX XXXX in XXXX Maine in XXXX of XXXX. I had added a Gap warranty when I bought the vehicle and was told if I wanted to cancel this warranty at any time I could give their office a call and I would be refunded the amount for the gap warranty so that my payment would go down to meet the new balance without the added gap warranty. This was not the case. Unfortunately for me this business dissolved out of the blue because they were bought out by XXXX XXXX XXXX in XXXX of XXXX just before I bought my vehicle but I still bought the vehicle through XXXX XXXX in XXXX of that same year not knowing they were being bought out. I called later to cancel my Gap warranty with them and they were confused and didnt know what I was talking about saying this was not possible. I told them what I had been told by the man that sold me the car at XXXX XXXX and they told me there was nothing they could do for me. I drove to the location and walked in to talk to a supervisor, a woman came and sat my fianc at the time down to talk. We explained to her the issue and she reassured us that we could cancel the warranty no problem. We walked out feeling confident that it was finally canceled. We later saw our payment was still the same as it always has been, we called XXXX financial and they told us after transferring us several times that they couldnt cancel the warranty without written request. I explained that it was supposed to have been canceled and that the woman supervisor told us she had made it so when we had sat down with her, this was false. 
In XXXX of XXXX I had accidentally set up two reoccurring payments. This is what happened : I had the XXXX XXXX app on my phone that I had set up an account with so I could easily access my statements and look at my payments. My payment in my contract was to be {$340.00} monthly due on the XXXX of each month. I had gone on to the website XXXX to access my account and found that there were no automated payments set up for my loan. I panicked and was worried that I was going to miss a payment and wasnt sure why it showed no automatic payments set up so I set up automatic payments on their website with my account. I set up the payment for the XXXX of each month, not knowing that the app and the website was not connected at all. I ended up paying {$340.00} XX/XX/XXXX, then again XX/XX/XXXX, then again XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I had gotten confused and I didnt realize this was happening. Because I had made double payments for two months in a row, I was not charged until XXXX of XXXX. I tried to fix this issue and I wasnt sure why I was being double charged. When I logged into my app I had an automated payment set up the XXXX of each month for {$340.00}. Why was the other {$340.00} being pulled when I had already paid the monthly statement? In XX/XX/XXXX I called and no-one could assist me and whoever I talked with was also confused. I thought they helped me solve the issue till I got double charged again in XX/XX/XXXX. I called once again and a representative finally picked up on the issue. She told me that the website was not connected to the app that it was a separate. Which made no sense because I use the same login information to get on to both accounts under XXXX XXXX ( XXXX XXXX  website and XXXX XXXX app ) and they are the same company under the same loan account. So because I had one automated payment set up online through the XXXXXXXX XXXX website and an automated payment set up under the XXXX XXXX XXXX it was double charging me. In XX/XX/XXXX I paid three different times, {$150.00} XX/XX/XXXX, {$340.00} XX/XX/XXXX, and {$250.00} XX/XX/XXXX. Because of this overpayment XXXX without notifying me changed my monthly payment for 6 months in XXXX from XXXX XXXX XX/XX/XXXX. XX/XX/XXXX my statement said I owed {$290.00}, but I continued to pay {$340.00} from XXXX XXXX I now see that XXXX XXXX taking {$55.00} off of my monthly payment each month ( changing my monthly payment to {$290.00} ) due to the multiple payments I had done in XXXX. I didnt realize that the statement balance changed till XXXX when I went to change my payment date from XXXX of each month to the XXXX of each month to make it easier for me to make the payments closer to when I get paid ( I get paid biweekly ). I see that the statement said my monthly payments were in fact {$290.00} and not {$340.00}. I changed it so that I was paying $ 290 monthly on the XXXX of each month to reflect my statement. This is where it all went downhill. Thinking I was making things easier on myself and not understanding what I had done. From XXXX - XX/XX/XXXX my statement changed back to the original {$340.00} even though for the past 6 months I had a statement each month stating I owed only {$290.00}. Why did it change? I didnt understand and no one could help me when I called XXXX XXXX. My husband noticed that his Credit Score dropped XXXX to XXXX because XXXX was reporting my account delinquent, saying I had not been making payments since XXXX of XXXX when in fact I was making payments. I hadnt missed one payment. But the change in the monthly statement confused me, what was happening? They had sent me a billing statement in XXXX stating I was overdue {$100.00}. And XX/XX/XXXX I was overdue {$160.00}, I didnt know what was going on. I called and someone told me I could make a payment to correct the overdue payment amount, so on XX/XX/XXXX I paid {$160.00} and then paid {$340.00} on XX/XX/XXXX. Thinking I was all caught up, I checked the credit scores and XXXX still reported that I was delinquent in the month of XX/XX/XXXX despite me being caught up on payments. I have tried several times now to talk with someone at XXXX XXXX and they have run my husband and I in circles. They are either confused about the situation or tell us they cant do anything to fix the issue unless we write a written complaint. XX/XX/XXXX my husband and I had talked to a woman and we were put on hold several times so she could talk with conflict resolution specialist. The representative got back to us at one point asking how are you making payments towards the principal? in a shocked tone. We were not getting anywhere and we didnt know how else to explain it to her so my husband asked to speak with a supervisor. The representative politely told us she would get them on the phone. After waiting for several minutes she tells us that the supervisor is not available. She tells us we need to pick a time for the supervisor to call us back. We said XX/XX/XXXX at XXXX would work for us. That time rolls around the next day, we received no calls from XXXX or a supervisor. I called at XXXX to figure out what happened, the woman we spoke to said that supervisors take up to 72 hours to get back to customers. This was not what had be discussed the day prior. The woman transferred us over to a conflict resolution specialist who proceeded to run us in circles once again, she kept repeating that she couldnt do anything and that everything on her end showed correct and that they will report to the credit bureau that our account is delinquent if we didnt pay the full amount of the monthly statement despite having been corrected and paid. Which my husband replied that if we would have known, gotten a call or an email from them that we would have paid it but that we were unaware and even after we fixed the issue its still showing up that we are delinquent. I cant transfer my account to another bank because now I have a poor credit score due to this issue and because of this I cant get a interest lower than 11 %. Now I am stuck and I cant afford to loose anymore points of my credit score even though it was being falsely reported. I have been having issues with this company from day one and once I can move my loan I will be leaving XXXX XXXX and never coming back. Ive never experienced worse business, worse book keeping, worse customer service resolution. I would have been fine if they had just reached out to us first before reporting the the credit companies and said that they would resolve the miscommunication and misunderstanding with fixing the reports to the credit bureau so that it didnt tank my and my husbands credit scores. Now we cant afford to move and get an apartment or trade in our truck.

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 non-monetary relief