Consumer complaint received 2025-09-03 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: GA

Complaint narrative:
In XXXX of 2025 I was involved in an off-campus robbery from XXXX XXXX XXXX . The robbery took place at XXXX, and the robbers broke into my car and took my wallet. I had to shut down my bank account as a result of this as it compromised. I then had my {$390.00} car payment for the month of XXXX returned because I could not access the account. I then made my payment in early XXXX but had a {$25.00} dollar NSF fee added to the bill for the month of XXXX. All of my payments are due on the XXXX of every month, and XXXX offers a XXXX grace period before a fee is attached. On the XXXX of XXXX I received an email from XXXX XXXX saying that I was eligible for a payment date change to help me avoid fees and other worries. I called on XX/XX/XXXX and was not only offered a payment date change on my upcoming payment but also a complete auto refinance. This refinance would take my APR from 17 % to 11 % and effectively change my monthly payments from {$390.00} a month to {$290.00} a month. I accepted this and was told not to make any payments for this month as my new prorated rate would cancel out any existing payments from my old loan. The representative also told me my new lower loan amount would show up on my account on the XXXX of XXXX which it did and would cancel out any previous debts owed, which it presumably did. The following month I go to check my Experian credit profile to see that a {$25.00} NSF fee was sent to collections by XXXX XXXX for the month of XXXX. This dropped my credit score by over XXXX points, effectively taking my ability to use my credit for anything away seeing as it went from good to poor. I then proceeded to dispute this XXXX times with Experian and XXXX, recording literal hours of phone conversations, emailing numerous representatives from XXXX and talking to multiple supervisors who all told me multiple different stories. One of them told me that NSF payments can't get reported by XXXX to collections and it was something else I didn't pay. One told me they do not see any missed payments shown on my account, some told me that my dispute was being processed and it would take up to 30 days, assuring me that I was right and everything would be taken care of and some supervisors told me to reach out to the wfscustomerservice email which I did numerous times only to be told my account was reported correctly. I have photo evidence of the amount that was reported to Experian being {$25.00}, evidence of the emails being sent back and forth to representatives, call recordings of the hour-long conversations which all tell me different lies and false information, evidence of my loan being changed on XX/XX/XXXX and showing that I had no balance to even be sent to collections. I also have received an email from the same customer service clergy telling me I have a 41 day and XXXX delinquency on my accounts which again is FALSE information. It became clear to me that the system did not process my updated loan correctly and what I was seeing on the app was not the same thing XXXX had in their system. XXXX representative told me my new loan was not supposed to be shown on my account until the month of XXXX, and it was an error for me to have had the new loan shown on my account in XXXX. Again, this is yet another different story told to me by a representative that I have recorded. I am a XXXX engineering college senior paying my way through college alone. I have lost housing opportunities for the Fall semester this past XXXX, lost the ability to take out student loans to even pay for school, lost the ability to refinance my auto-loan elsewhere and have been in a massive amount of stress trying to financially recover from this incident. I lost hundreds of dollar 's worth of credit from my credit cards due to my credit score dropping so low and I had to sell items to pay for school now that I could not qualify for loans. This is all because XXXX XXXX incorrectly reported my data and information to a credit Bureau and refuses to fix their error. An Experian representative today advised me to reach out to the CFPB because it was clear to them that XXXX closing the disputes after 3 or 4 days without changing or updating information was a clear sign of their false reporting ( which I have recorded ) and he advised me to reach out to you guys for a resolution.

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