Consumer complaint received 2024-04-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I am filing a formal complaint against XXXX XXXX XXXX regarding their unlawful rejection of my vehicle payments, leading to the repossession of my vehicle. I urge you to carefully consider and document every detail of this letter for review by the Consumer Financial Protection Bureau. 

From XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX consistently rejected every payment I submitted, despite their assurances that payments would be processed by specific dates. Their payment links and emails were consistently inconsistent, including discrepancies in the amounts due. At the bottom of each email requesting payment, I noticed a statement advising to reply if the email was sent in error. Additionally, within the email body, it was stated that if a payment was made on the vehicle loan account, it should be ignored. Despite my replies seeking clarification, I received no response as to why they repeatedly requested payment only to reject it. This was not only confusing but also unethical and deceptive. I strongly believe they intentionally wanted the arrears to accumulate to the point of repossession. 

I expressed my frustration multiple times, attempting to understand why they rejected payments they had requested, yet they consistently refused to provide a satisfactory explanation. On XX/XX/XXXX, I spoke with two loan representatives in the collections department of XXXX XXXX XXXX in another attempt to resolve the issue. However, they were unable to provide a clear explanation. One representative claimed I had used an incorrect link, which I find unacceptable given my repeated requests for assistance over several months. They should not provide payment links they consider incorrect. 

During a conversation on XXXX XXXX XXXX XXXX XXXX XXXX, a loan representative, he requested a payment of {$2400.00} via wire transfer on the same day, which I found to be exorbitant. Furthermore, my bank informed me that scheduling such a transfer would require an appointment, which could take several days to process. In contrast, when I spoke to a female representative, she stated my total owed amount was {$2300.00}, which contradicted the {$2400.00} displayed on my online account. This discrepancy added further confusion to an already chaotic situation. 

With time running out and the threat of losing employment looming over me if the vehicle was repossessed, I took desperate measures due to the bank 's upper hand. On XXXX XXXX XXXX XXXX XXXX XXXX I processed a payment of {$2400.00} through the so-called correct express XXXX XXXX, as indicated in the email I sent along with this complaint. I promptly emailed XXXX XXXX and the Loss Prevention Department to inform them of the payment made through the express link. Unfortunately, neither XXXX XXXX nor the Loss Prevention Department responded to my email, which I have come to expect from this bank. 

Just minutes later, at approximately XXXX XXXX on XX/XX/XXXX, a repo company arrived to repossess my vehicle, which I had just paid off again. I explained to them that they should not be repossessing the vehicle as the reason provided was delinquency. I showed them the email confirmation of the payment and our previous conversations. They apologized for the confusion and stated they were ordered to repossess the vehicle. Fortunately, the gentleman with XXXX hair was understanding and allowed me to keep the vehicle temporarily, though the repossession order remained active, indicating that another person from their company might return to repossess it. 

Despite sending emails to XXXX as XXXX XXXX, the collections department agent, had been communicating effectively the day before, there was no response. Then, on XX/XX/XXXX, at XXXX XXXX, another person from the same repo company returned to repossess the vehicle. I explained my situation once again, but this time, the gentleman had no choice but to take the vehicle. Understanding his position and responsibilities, I cooperated, even in my night attire in the cold. He allowed me to remove my tag and gather my belongings before taking the vehicle. 

Following the repossession, I contacted a female agent in the collections department to explain what had occurred and requested that she cancel the payment I had made the day before for {$2400.00}. However, due to the repossession costs, she informed me it would now cost over {$2800.00} to retrieve the vehicle from the pound, with the fees accruing daily. I simply did not have this amount of money. 

Despite my efforts to pay XXXX XXXX XXXX from XX/XX/XXXX to the end of XX/XX/XXXX, and my attempts to seek resolution, I found no assistance. Consequently, I moved my funds from this account to another to prevent further financial loss, considering my responsibilities, including caring for a child. 

On XX/XX/XXXX, XXXX attempted to draft {$2400.00} from my external account without authorization. Then, on XX/XX/XXXX, they attempted to draft over {$2800.00}, which I also did not authorize. These actions constitute deceptive practices, as they sought the remaining balance and repossession fees, even after the vehicle had been repossessed and resold at a profit. 

Communication regarding payment requests ceased until XX/XX/XXXX, when it resumed via email in the same manner as before, including the payment links : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Additionally, they called me multiple times, with the last contact dated XX/XX/XXXX, at XXXX XXXX, after they received my complaint letter requesting removal of this account from my credit report due to inaccurate information that does not meet compliance standards. 

Their actions have significantly damaged my credit and led to the closure of my credit card, as my bank had to freeze the account due to their fraudulent attempt on XX/XX/XXXX, to withdraw money after repossessing and reselling the vehicle at a profit. I am grateful for the existence of the Consumer Financial Protection Bureau and urge swift action to address these egregious practices.

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