Consumer complaint received 2024-02-10 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: NY

Complaint narrative:
I leased my car on XX/XX/XXXX for 36 months, due back on XX/XX/XXXX if I wasn't purchasing the car. On XX/XX/XXXX, my XXXX XXXX XXXX was stolen and not recovered until XX/XX/XXXX. XXXX, my car insurance provider, declared on XX/XX/XXXX that the car was a total loss. They requested a letter of guarantee from XXXX, being told that it would take 10-14 business days. Due to some internal issue with XXXX, this request wasn't processed until XX/XX/XXXX, which delayed the timeframe for the final payment to be paid and sent to XXXX. The payment was sent to XXXX in XXXX and applied to the account on XX/XX/XXXX. This payment was in the amount of {$29000.00} and applied to my account backdated to the date of the theft, XX/XX/XXXX. I've been in contact with all parties involved ( XXXX, XXXX, XXXX ) to stay on top of any additional payments that needed to be made to settle the account and was advised that I would need to pay XXXX as a deficiency payment. This amount was not known to the Writer until the XXXX payment was confirmed on the account. I was told that this would be the final payment, and I made that payment on the account for {$330.00} on XX/XX/XXXX. I was advised that this payment would not be due until XX/XX/XXXX. On XX/XX/XXXX, I was alerted that due to a late lease payment to XXXX, my credit score dropped XXXX points from a FICO score of XXXX to XXXX. I was told the weekend of XX/XX/XXXX that my credit was still being suppressed, but this was evidently a lie. I've since been in contact with XXXX, and they can not provide much detail to confirm why this error occurred, let alone a way to reverse the damage they've done. For the past 5 years, I've been on a waitlist to get into a COOP complex which requires me to have a XXXX or higher credit score. All this time, I've managed to keep my FICO score in the mid to high XXXX. I'm responsible and pay my bills on time during this extremely difficult period. Due to XXXX 's erroneous report of my account being past due, I now have an interview to move into an apartment complex that I will now likely be denied due to XXXX not doing their due diligence to keep my credit score suppressed. I was advised that the account stayed suppressed until the payment was applied to the account on XX/XX/XXXX. Though the requested payment of the deficiency payment was made timely and in the amount requested, I found that the XXXX XXXX was requesting a payoff payment in the amount of {$120.00} on XX/XX/XXXX, which I decided to go ahead and pay since I no longer trust that what XXXX is telling me is correct. All this time, XXXX has been requesting monthly payments under my lease contract. My next lease payment is scheduled due on XX/XX/XXXX, and I'm afraid to wake up on Monday and see what more damage they do to my credit score since they did not take care of this account timely and efficiently.

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