Consumer complaint received 2022-09-02 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
I have worked with XXXX several times and I have no complaints until now. On lease XXXX. I paid them off in 90 days and was NEVER LATE. The last payment I made was on XX/XX/XXXX. My bank, however, processed the last payment I made to them as a check and charged me several fees regarding that transaction. I used a Credit/Debit card to complete the transaction. I called XXXX and told them about the problem they assured me that They did not process it as a Check/ Cash Advance and told me that I would have to dispute it with my bank. Per their instructions, I disputed the information with my bank about how the final payment was made. This opened up a long and unnecessary process with XXXX where they tried to make me pay more on a lease that was CLOSED. I spoke with several of the managers with XXXX and XXXX XXXX because XXXX was saying that I didn't finish off paying them because the last charge was in dispute status. I explained to them that I advised my bank, XXXX XXXX, that the charge was valid and therefore did not receive anything back from the payment I made to close the account. I was advised by XXXX Representatives that this was part of the dispute process and as soon as they finish up with the Bank that they would fix all the information concerning the dispute that they advised me to begin. In the process XXXX kept charging my accounts that were on file I had to call again and speak with another manager in XX/XX/XXXX and was advised that they would notate the account and whatever payments that were made would be refunded and to take the account off autopayment so they would stop hitting my accounts. I followed their instructions and then they began trying to send the account to collections. I had to call in XXXX and speak with one of the higher-ups in the company by the name of XXXX who advised me that as soon and the chargeback was won and closed between them and my bank that they would still honor the 90-day payment close we agreed to which I closed in XXXX. It took until XX/XX/XXXX for the claim to close ; when the claim closed I had to call them AGAIN because they began trying to send the account to collections. I had to advise the agents to check the notes and see that XXXX already said once the chargeback was over they would honor my history and payment closeout date which was XX/XX/XXXX. They had to do something called a " hard close '' and manually close the account and told me that it would take 7-10 days for the account to reflect my history. However as of XX/XX/XXXX XXXX is still reporting that I was late paying my lease off with them. I have disputed this Information with Experian and they are claiming that XXXX is saying that I was late. As a consumer I have the right to a credit report that is 100 % accurate and this account isn't reflecting correct information and is damaging my score. Also XXXX is stating that I have " poor lease performance '' even though I've closed the majority of my leases in 90-days NEVER being late.

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