Consumer complaint received 2024-07-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: Experian Information Solutions Inc.
State: NV

Complaint narrative:
On XX/XX/XXXX, I sold my XXXX XXXX that I had financed wilt XXXX XXXX XXXX to XXXX XXXX in XXXX, NV. All payments were up to date and the total amount was paid off by XXXX at that time. On XX/XX/XXXX, I received a notification from Experian Identity Works that I had a major derogatory account change on my credit file reported by XXXX XXXX XXXX that my account with a balance of {$0.00} was 180 days past due. On the same day, my account was posted as paid in full. I called XXXX immediately and was told there was no notification of account past due on my file and that the account had been closed. I was directed to submit a dispute via email. I did so, including screen shots of of all activity posted on my credit report, as well as a screen shot of the online account showing all payments were up to date as of XX/XX/XXXX. I also included screen shots of my credit report showing completed payments for every month up to may where it suddenly states that my account is 180 days past due which is completely untrue. The same screen shot also notes that XXXX reported my last payment date as XX/XX/XXXX. I received no response to this dispute and called XXXX again on XX/XX/XXXX. The I was told by the customer service representative that I had to wait 30 days for information. ( She was SUPER rude about it and would not even tell me if a dispute showed on the account ). I asked to speak with a manager and was transferred to XXXX XXXX who was unable to find a dispute filed. She filed the information for me and attached all of my original information and screen shots. Ticket number XXXX. XXXX also dug into the account and noted that there are several months where auto-payments that had been made were them reversed by the company and I had been forced to RE-pay them in order to be current. She noted that this may be why the system thinks there is an issue. There was never a time where the payment was more than 30 days past due, even with these payment issues ( which were also THEIR fault due to their auto-payment system issues ). There is absolutely NO evidence that this information that was reported is valid. I sent 2 disputes through Experian which the company denied saying the information is correct. I then followed up with XXXX who gave me her personal email and phone number to contact for information. I have sent 2 additional emails and left multiple voice mails now that is it WELL past 30 days and have received no response. My credit score went down over XXXX points! I take my credit VERY seriously and this is an egregious error on the part of this company. Online research shows MANY complaints for similar and even worst reporting and issues with XXXX for other consumers.

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