Consumer complaint received 2025-10-12 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: VA

Complaint narrative:
My timeshare account was originally signed with XXXX XXXX and later acquired and serviced by XXXX XXXX XX/XX/XXXX( XXXX ). Since XXXX, I have repeatedly raised concerns about discrepancies between my written contract and what was represented to me at the time of purchase. These discrepancies directly affect the accuracy of the information XXXX continues to report to Experian. I have repeatedly requested that XXXX confirm whether a reasonable, good faith investigation into these concerns was ever conducted, as required by FCRA XXXX ( b ). 

XXXX has consistently failed to provide such confirmation. In XX/XX/XXXX, they sent me a full copy of my contract containing personal information, yet later claimed they could not respond to my questions in writing for security purposes. This explanation is inconsistent and appears to be a deliberate attempt to avoid written accountability. To resolve the matter, I filed a XX/XX/XXXXcomplaint in XX/XX/XXXX and provided detailed documentation showing that XXXX repeatedly refused to answer my specific questions, instead insisting on phone communication. Despite my clear preference for written correspondenceexpressed since XXXX XXXXthey continued to ignore my direct inquiries. 

My central question remains : Was a reasonable, good faith investigation ever conducted into the concerns I raised? XXXX has never provided an answer to this question despite multiple written requests and opportunities. On XX/XX/XXXX, XXXX sent a final email claiming my request for cancellation was denied, misrepresenting the nature of my complaint. My dispute is not about cancellationit concerns the accuracy of the information they furnish to Experian and whether it was ever properly verified. 

Following theXX/XX/XXXXcase closure, I emailed XXXX again on XX/XX/XXXX, citing their legal obligations under FCRA XXXX ( a ) ( XXXX ) ( A ) and XXXX ( b ) ( XXXX ) ( AD ) to ensure accuracy and conduct a reasonable investigation when notified of a dispute. They again refused to answer directly and requested a phone call instead. When I attempted to call, I stated that I would record the conversation for documentation, and the representative declined to proceed. Since then, XXXX has ceased communication altogether. 

As of today, XXXX continues to report this account to Experian as open and delinquent despite failing to verify or substantiate the information. Experian has repeatedly marked the account as verified based solely on XX/XX/XXXX word, without evidence that any investigation was conducted. This indicates noncompliance by both parties with their responsibilities under the Fair Credit Reporting Act. 
Attached are all email communications between myself and XXXX regarding my concerns.

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