Consumer complaint received 2025-09-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
XX/XX/scrub>XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) changes my billing option for one of my lease accounts I currently have with them ( Acct. # XXXX ) from a physical bill I receive in the mail to e-payments, without approval, notification, or consent. 

XXXXXXXX XXXX XXXX XXXXXX/XX/year> - Because my bill that is normally mailed to me was never received, the payments due in both XXXX and XXXX were missed and/or late for the above lease account ONLY. My other lease account through XXXX was still received in the mail and paid on time. 

XX/XX/XXXX - I receive email notification from Experian that my FICO/Credit Score has decreased, suddenly, by XXXX points. 

XX/XX/XXXX - I called XXXX  to inquire about the sudden drop on my credit report and why I had never received my bill in the mail as I usually do. It was then that I was told the billing method for this specific account was changed to e-payments automatically ( again, without notification from XXXX or my consent to do so ). 
- On the call, which can be verified through their phone recording system, XXXX admitted to being at fault for the change. They then instructed me to file a dispute with Experian directly, via a letter in the mail, so that Experian could then contact XXXX and resolve the issue. 

XX/XX/XXXX - I receive in the mail the ONLY notice XXXX  provides ( attached below ), dated XX/XX/year>, about the missed payment that was due on XX/XX/year>. 

XX/XX/XXXX - Total amount due for the missed payments in XXXX and XXXX ( {$4700.00} ) is paid in full for XXXX  Acct. # XXXX ( proof attached below ). ( * NOTE : Before payment is made, I speak with XXXX  on the phone and they also waive any lates fees accrued. ) - A formal letter ( attached below ) is sent to Experian in the mail to begin the dispute process. 

XX/XX/XXXX - Experian notifies me, via email, that the dispute is open and the investigation has begun ( which can take up to 30 days ). 

XX/XX/XXXX - The dispute results from Experian are completed and the report is ready to view. 
- On the report ( attached below ), it states, " The information you disputed has been verified as accurate ; however, information unrelated to your dispute has been updated. Please review your report for the details. '' - The report also states, " Action Required : XXXX XXXX XXXX XXXX Please contact credit grantor at XXXX. '' - After reviewing the report, I call XXXX  as directed at XXXXXXXX XXXX. During the call, they claim that they can not /will not change their decision to remove the late/missed payments from my records due to company " policies ''. 

After speaking with XXXX numerous times about this issue, during which they admitted their own negligence, and doing exactly what I was instructed to do, this error has still not been fixed and/or resolved. Please note that I also have not made or missed a payment once, excepting this instance, in my XXXX years of established credit ( proof of which I will attach below ). Please take this into consideration when making your decision.

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