Consumer complaint received 2025-12-04 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: IL

Complaint narrative:
There has been a XXXX XXXX XXXX credit card account that we have had open for many years but it is not been used in over 9 months. Over the summer my wife had her email hacked and subsequently somehow someone was able to utilize the credit card number from her XXXX account. there were charges made in XXXX there was a charge for XXXX and some other online charge that the company was unclear about. my wife is an authorized user under an account that was open in my name. we had shredded those cards many months ago. the agent on the phone confirmed that we had not had any charges in XXXX, XXXX, XXXX and previous months. We have never had that card attached to our XXXX account. my wife called and reported the fraud XXXX sent us a fraud report to fill out but it required the credit card number which we no longer had. we sent that for men as well as we could fill it out. they claim to have never received it. they sent another form and I was able to add the last four digits of the card account number however, this form asked for the specific details on each charge that was made and I did not have that information either. I filed disputes with the credit agencies and with their debt collectors. the account has since been closed. however, XXXX XXXX continues to assess late fees and penalties against us for charges we did not incur. My credit score which was exemplary has gone down over XXXX points over these charges- and this companies predatory policies- which i did not make which amounted to no more than {$30.00} to {$40.00}. The late fees and penalties they have imposed are more than double that at this point. they reported back to the credit bureaus that they could absolutely confirm that the charges were made by my wife And that was simply impossible. The credit bureaus would not remove any of the information from my credit files. I am also going to reach out to the Illinois State attorney General because this is an absolute abuse of credit lending. I have not had a late payment on any revolving account for over 10 to 15 years. this bank has a process designed to continue to add late fees And profit from their own non-intuitive hard to navigate process. if you no longer use the card, they send documents that request information you can not possibly have. the first time they sent the document they didn't say we would need the credit card number. so when I got that number and asked them to send a document again they asked for the specific charges. which of course I do not have and they did not explain would be needed. this is predatory and they have ruined a very, very creditworthy person 's credit. I was part of the XXXX data breach as well and will remain on a credit freeze for the rest of my life, as the attempted fraud has never slowed up. my 7 years was up about one week ago. I need my credit report restored and these fraudulent charges removed and any late fees or penalties absolved from this account immediately. if there are any further penalties that you are able to impose on this bank, I implore you to do so. thank you for your attention

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