Consumer complaint received 2025-04-24 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: VA

Complaint narrative:
On or about XX/XX/XXXX I applied for and was approved for a XXXX XXXX  XXXX. The account ends in XXXX. The card was delivered on XX/XX/XXXX to my home address of XXXX XXXX XXXX, XXXX Virginia XXXX. The XXXX of XXXX was a Sunday and there is mail service on Sunday being the day the card was delivered. On XX/XX/XXXX I called the 800 number and activated the card which was the very next day after receipt. Upon activating the card the automated system also advised me that the account was past due, the card was suspended and there was no available credit. I called back and spoke with a very rude, unprofessional and nasty male employee to advised me that there was nothing that he could do about it and hung the phone up on me. I called back spoke to a lady who advised that the account was past due I am not sure the exact amount at this time but there was a payment due and a past due charge on the account. I explained to her that I only ten minutes prior had activated the card and that there was no way the card could be past due and suspended. She waived one of the charges on the card which I believe was the late charge and I made a payment of {$29.00}. I then asked to speak to a supervisor and again had to explain the entire story over to him. He advised that he would esclate the account and the matter to another department and that they would bring the account current and removed the negative and inaccurate information from the credit bureau. He said that the card would not be available for use until that Wednesday XX/XX/XXXX when the payment processed and that the status would be updated on the account the following week and it was a process and to call back the net week to check the status of the investigation on the XXXX of XXXX to check back then. On XX/XX/XXXX I called again because the card was still in a suspended status and the payment was not reflected on the account. I spoke again to another very rude and unprofessional male employee who also hung up the phone on me and I called back 5 more times getting hung up on being told that there was nothing they could do to fix the problem and the account would not be updated with the credit bureau and that I should pay my bills on time. I called back and spoke to a supervisor who advised the previous supervisor who advised me that he was escalating the account to fixed did not do any of what he told me he was going to do and nothing had been send to be updated but that he was going to to that at that time. The {$29.00} payment that I had made was reflected on the account and was no listed as a credit or overpayment it was just listed as a credit. The previous supervisor advised that the payment could remain on the account as a credit balance or be refunded to the account I used to make a payment. I elected to leave it on the account as a credit. 

On XX/XX/XXXX I called back to the bank because the card was still advising it was suspended and the account was still in the system as past due. I spoke to a number of people on this date and again had to speak to a supervisor who advised that previous two supervisor did not do what they said that they were going to to and the account nor the card had been fixed or updated. 

On or about XX/XX/XXXX I received a notification from XXXX XXXX that my credit score had dropped XXXX points. In checking the history of the account. It was reported by XXXX XXXX  that my account was past due and suspended again. I called and spoke with a number of people and a supervisor and was advised that the account was past due {$4.00} and that he could see that the card had never been used and was not activated until XXXX having been issued in XXXX and that he was again going to escalate the account to another department and they would bring the account current and that they would also notify the credit bureau and have the account corrected and brought current as well and notifying the credit bureau and having the negative information corrected and removed from my credit bureau file. This did not happen. I was never given credit as promised for the {$29.00} other than a payment on the account and has it been listed as a credit or overpayment. 

On XX/XX/XXXX I received notification from XXXX XXXX again that my account was reported to them as past due and delinquent. I called XXXX XXXX again and spoke to a number of people advising that they would fix the issue. They did not. 

On XX/XX/XXXX I called XXXX XXXX again to get help and no one helped nor did the fix the problem.I spoke to a number of reps and asked to speak to a supervisor and was was denied advising me that one was not available. This person hung the phone up on me. 

On XX/XX/XXXX I called XXXX XXXX  again to get help and fix the account and got no help or no one to fix the problem. I spoke to a number of employees and a supervisor who again advised that he was going to escalate the matter to another department and that the account would be brought current. It was not and it was reported past due for a total amount of {$4.00}. 

On XX/XX/XXXX I received notification again that XXXX XXXX  had reported by account past due again dropping my credit score XXXX points. the total due on the account is {$3.00}. However when you call the 800 number it says there is a balance due of {$3.00} and gives the available amount of credit which is about {$590.00} and thank you for keeping your account current. I called today and spoke with a lady who hung up the phone on me which seems to be the general consenses of this bank. These customer service reps are rude, unprofessional and condesending when handling accounts and speaking with customers. Quality assurance is a definite need for this financial institution. 

I open this account to help build my credit after going through a bad divorce and XXXX XXXX XXXX. This card has done nothing but ruin my credit. When I obtained this card my credit score was a XXXX.. It is now a XXXX thanks to this lame financial institution. I am not only filing this complaint here but also to the XXXX and to the FDIC for the unethical practices and handling of accounts. This bank is and institution of incompetence and they customer service representatives and unprofessional, untrained, rude and uneducated. I spoke with a supervisor today by the name of XXXX who refused to give me the names of the persons I have spoken to at the XXXX so that I could include them in this complaint and the other federal agencies that I am filing complaints with. It is deplorable the treatment by this financial institution. I want to reitterate that my card has never been used not once. I was not aware that there was a {$4.00} monthly maintenance fee for just having this card. That in itself is ludacris but then to report the account past due dropping monthly credit scores by XXXX and XXXX points a month. I will be cancelling this card and advising other potential card seekers not to use apply and use this card because of the unethical financial 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