Consumer complaint received 2025-08-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: OR

Complaint narrative:
XX/XX/year> my vehicle was stolen in Oregon and driven to California, stripped and set on fire. I immediately after notifying the police called my insurance company ( XXXX XXXX ) as well as my lender ( XXXX XXXXXXXX XXXX XXXX XXXX  ). I had Comprehensive so there was no dispute as to whether they would receive their money. Over the course of this loan I was not late a single day. I always submitted my payment before the due date. XXXX XXXX wound up declaring it a total loss and the payout was not nearly an accurate reflection of the trucks overall value. It was enough for the payoff but I would've taken a large personal loss. My agent told me to invoke the appraisal clause and pay for an independent 3rd party appraiser. He said it would delay the payout but I'd certainly be awarded something fair for my truck. The agent assured me that he was in constant contact with the branch manager XXXX and that they were assured that their money regardless of the outcome was enough to cover the payoff. He said that I didn't need to do anything as far as payments because he was waiting to receive the total payoff from them. He contacted me a few times to update me and get an update on my end and the appraisers determination. He informed me that he was still waiting for the total payoff amount. I was concerned because a month and a half had transpired since the theft recovery. He said that they were still in good standing as he was waiting for the payoff and if I did send a payment it would make the payoff decreased and they would have to redo the paperwork. So I did not give it another thought until after they received their money they dinged me for being 60 days past due and delinquent. I was taken back as I was told all was well. I had never been late and I was shocked they would treat me that way. So I was in need of another vehicle at that time. I figured I just paid off one loan and had never been late they would surely extend me credit again for another loan. Wrong. They denied me credit and wanted a cosigner because I had been 60 days delinquent. I was flabbergasted by their stance. I was being treated like I had done something wrong. After having positive payment history and successfully paying the loan off .ow they wanted a cosigner for the exact same loan I had previously without one and no positive history! Fast forward to the last two months. I had been the victim of identity theft and have worked really hard to clean up the mess made by that and also rebuild my credit. I had all negatives removed except for 2 items. XXXX  told me that I had a charge off from XXXX XXXX that has been really hurting my score as charge offs are extremely damaging to your credit file. They also said that I was showing 60 days delinquent as well. I tried contacting them by phone to correct the charge off status to paid as agreed by insurance company to no avail. So I filed disputes with all the credit bureaus and each dispute went nowhere because XXXX verified the account as valid and that was it. So I attempted calling a few more times, I emailed a couple times asking them to fix THEIR mistake that had been severely damaging my ability to get credit for almost a year now. I finally today sent two more emails asking them to remove the mistake they made and asked if they would also remove the 60 days late as I was told it was fine due to them not providing a payoff amount in a timely fashion and the fact they waited 2 months to report it as delinquent after they were paid. So today they finally admitted their mistake mislabeling it as a charge off as opposed to paid by the insurance company as agreed. And since they denied me credit partially due to their mistake, they caused me to be denied by others as well due to their mistake could they please also remove the 60 days delinquent reporting. They said they corrected the mistake but refused to remove the 60 days delinquent. I am here y requesting that they fix their Mistake that has yet to show as being fixed and to also remove the 60 days delinquent as I don't feel that was fair or accurate.

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