Consumer complaint received 2025-04-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: MO

Complaint narrative:
Credit Reporting Errors and Late Fees Due to Address Mistake During XXXX  XXXX to XXXX XXXX  Transition Complaint Details : I am filing this complaint regarding a credit card account that was originally issued through Capital XXXX and transitioned to XXXX XXXX. 
When I applied for the card in XX/XX/XXXX, XXXX  XXXX incorrectly entered my address as XXXX XXXX XXXX, XXXX, CO instead of my correct address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX 
As a result of this error : My physical card was mailed to the wrong address and was never received. 
I was only able to use a virtual card. 
I did not reliably receive paper statements, which impacted my ability to manage payments on time, even though company states I did, and I promise I did not. 
In XX/XX/XXXX, after reviewing my junk email folder, I discovered communications about the account transfer to XXXX XXXX. I immediately called and spoke with someone from the transition team, who confirmed the address error, and stated they tried to mail a card to Colorado but it was returned or undeliverable. Representative updated my address, and issued a physical card. However, by this time, my account had already incurred late payment entries. 
Since XX/XX/XXXX, I have made multiple efforts to resolve this issue : I sent formal letters to the creditor requesting correction of the late payments and removal of late fees. 
I disputed the inaccurate payment history with all three major credit bureaus ( Experian, Equifax, and TransUnion ) multiple times. 
Despite my efforts, neither XXXX XXXX nor XXXX XXXX  has corrected the errors or provided meaningful assistance. 
The late payments in question occurred in : XX/XX/XXXX XX/XX/XXXX These negative entries are severely hurting my XXXX XXXX and are currently preventing me from securing an auto loan, which is critical for my transportation needs. 
I would like to emphasize that I have always maintained a positive relationship with the associated retailer, XXXX XXXX XXXX, and my complaint is strictly about the account management by the issuing banks. 

XXXX of Events : XX/XX/XXXX : Applied for the credit card ; address incorrectly listed. 
XX/XX/XXXX : Discovered the transition to XXXX XXXX  ; called the transition team; corrected the address; received a physical card. 
XX/XX/XXXX : Sent formal written requests to creditor for assistance and correction ( no meaningful response ). 
XX/XX/XXXX XXXX : Disputed the inaccurate reporting with Experian, Equifax, and TransUnion multiple times ( unsuccessful ). 

Requested Resolution : Full investigation into XXXX XXXX and XXXX XXXX  handling of the address error and account transition. 
Verification of my claim by reviewing account notes, recorded calls, and history of address changes. 
Removal of the XX/XX/XXXX and XX/XX/XXXX late payment records from my credit reports. 
Reversal of any late fees associated with those billing periods. 
I am requesting the CFPBs assistance in ensuring that this error is corrected and my credit report accurately reflects my responsible management of this account. 
Thank you for your help and attention to this matter. 
My Contact Information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Account Number XXXX

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