Consumer complaint received 2024-10-10 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: MD

Complaint narrative:
I had a XXXX XXXX XXXX service account ( account XXXX XXXX XXXX XXXXXXXX ) setup at my apartment at XXXXXXXX XXXX XXXX  XXXX XXXX, XXXX, MD, with a reoccurring bill of {$69.00}. I had that account setup for auto pay, and paid every single month I before I moved. Upon moving on XXXX XX/XX/year>, due to XXXX  requirements, I requested to terminate service on XXXX XX/XX/XXXX and got a confirmation of such termination ( see attachment ). Recognizing I will still need to pay for the month of XXXX, I submitted the final payment of {$69.00} on XXXX XX/XX/XXXX ( see attachments of email and bank activity ). XXXX still did not close my account after payment for whatever reason, did not process my payment ( when it had already been deducted from my bank account - see bank activity ) and I requested to cancel my autopay on XXXX XX/XX/XXXX ( see attachment ) due to my account still being open due to their negligence, as Ive had experience with companies charging again if your payment method is still on file. I returned the equipment I had from them on XXXX XX/XX/XXXX ( see attachment ), and my business with them should have been done. 
On XXXX XX/XX/year>, I login to ensure they had closed my account and it was still open with them saying I had a balance of {$69.00} ( I do not have a screenshot of this unfortunately ). Frustrated with their handling of my account and I called them, jumped from service advisor to service advisor and the one that ended up supposedly resolving the balance issue that I had interpreted as them rectifying the problem ( see attachment ). Again, I had already sent them the final payment and had been deducted from my bank account. I had then went underway on military duty from late XXXX until XXXX and did not have email access during that time. I return to find out I had an unpaid balance still on an account that shouldve been closed and the XXXX of only negative credit report on my credit, ever. I, again, reach out to XXXX even more frustrated, and find out that customer service rep back in XXXX XX/XX/XXXX XXXX  returned my final payment to my bank account ( NOT on my request ), leaving my account that shouldve been closed on XXXX XX/XX/XXXX still open now with an additional {$9.00} for late payment totaling {$78.00}. The service rep recognizing that THEY, not me, had messed up refunded me the {$9.00} late payment and I payed the {$69.00} original again without issue. By further investigating my credit I learned that XXXX sent this account to collections and my credit score dropped XXXX XXXX  ( see attachments ) due to THEIR negligence, mishandling of my account, and their extremely poor customer service. I have never had any negative activity for late payment ever in my entire credit history. This account was {$69.00} on autopay and they sneakily sent this to collections and never would have been an issue if not for THEIR negligence ( which, again, they recognized by refunding the late payment fee of {$9.00} when I called them to find out about all of this.

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