Consumer complaint received 2024-04-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a notification from XXXX XXXX that I had an account reported past due. Upon learning that the account was past due, I instantly looked to see what account was triggering this notification, given that I had never missed a payment across my accounts. I learned that the debt was on my XXXXXXXX XXXX, my first credit card, that I had not used for 11 months. I initially thought this to be fraud, but upon further investigation, I saw two unauthorized monthly charges of {$16.00} from XXXX XXXX on my account. Upon contacting the merchant ( XXXX ), they agreed to reverse ( refund ) the charges made on my XXXX XXXX ending in XXXX due to the unauthorized nature of the charges. I also noticed that the card they had on file was based on an older version of my XXXXXXXX XXXX  rather than the current one ending in XXXX. I was frustrated with how XXXX would authorize a charge I had not approved, given I had a new card with them. I contacted XXXX, and their stance was to file a dispute with the Credit Bureaus. I filed with XXXX, Experian, and XXXX. Two of the three are pending, but upon receiving the results from XXXX, I was frustrated that the delinquency was not removed. I iwent to escalate this issue and have the delinquency history removed with XXXX, to which they acknowledged several items : 1. The payment reimbursement by the merchant was credited back to the account ( the account is now reporting a credit due to reimbursement ; Two payments of - {$16.00} were credited to the account totaling- {$32.00} ) 2. XXXX did not decline the payment by XXXX, given the nature of the charge ( although I later discovered that my XXXX XXXX declined payment due to its card number/security code changing ) XXXX. I ( the consumer ) had not received the monthly statements due to them sending it via email to an inactive email address ( my former school email ) XXXX. XXXX has a responsibility to report the information they have to the credit bureaus accurately and make corrections when necessary Diving deeper into this last point, the escalated representative from XXXX I spoke with claimed XXXX would be able to redact the delinquency status had it been fraud. Given that it was after 60 days, although the statement balance had been rectified with the credit, they could not change their reporting, claiming they were reporting " accurately. '' I, as a consumer, am very frustrated by this, given that the merchant had acknowledged the mistake on their end. Still, XXXX has refused to provide any updates regarding removing the delinquency status of the payment. It is frustrating and disheartening to see that I, who, before this incident, had never missed a credit card payment, am now receiving damage to my credit score due to the mistakes made by the merchant and XXXX 's unwillingness to help rectify the issue. 
In summary, I am pushing to have this delinquency removed from my credit report for the following reasons : 1. I was unaware of XXXX 's charges for XXXX and XX/XX/2024, which were later refunded. 
2. Due to the refund, I would not be in negative standing regarding debt with XXXX. The merchant reversed the payment, and thus, a correction should be made to remove any delinquency from my account. 
XXXX. XXXX has no systems in push to handle issues ( following the 60-day period ) when problems are reported and rectified with the merchant.

If this were a matter where I failed to make a payment I authorized, I would not be pushing for a resolution to this matter and take accountability. XXXX, and the merchant ultimately holds responsibility in this matter, and it should not fall on me ( the consumer ) when I conclusively did not owe payments to XXXX. Ultimately, I hope that the CFPB will be able to rectify the issue given the context of this situation and, ultimately, push the credit bureaus to remove the delinquency from my account and repair my score.

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