Consumer complaint received 2025-02-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I used XXXX ( loan XXXX ) to finance 2 jackets from XXXX XXXX XXXX XXXX ( order number XXXX ). On XX/XX/XXXX XXXX notified me that XXXX of the items shipped out to me. On XX/XX/XXXX, I was notified by XXXX that XXXXne of the items in the order was cancelled and I would be getting a refund. I waited a few weeks for the refund to credit to my XXXXXX/XX/XXXXbut it never did. I opened a dispute for the amount that XXXX was supposed to refund me with XXXX on XX/XX/XXXX and without delay provided documentation to them that part of the order was cancelled by XXXX. When I submitted the dispute to XX/XX/XXXXmy loan was locked and I was prevented from making any further payments towards the balance. I did not know this would happen as a result of the dispute. 

On XX/XX/XXXX I received a notification from XXXX that my dispute was completed and I received a credit to my account for the amount of the jacket. I received a message fromXX/XX/XXXX that despite the fact that I was correct, my order was cancelled by XXXX and they owed me a refund, I was told byXX/XX/XXXXthat the way they " close out the complaint '' was to make a determination in favor of the merchant ( XXXX ). I started receiving spam calls, texts, and emails that my account with XXXX was delinquent and that my account was late as of XX/XX/XXXX. I called several times after XX/XX/XXXX and attempted to resolve the issue with staff and supervisors and every time I called I was promised that no matter what communications that I received from XX/XX/XXXX, I was still not delinquent in their system, it just looks that way because they aren't able to update their system. 

I was laid off from my job in XX/XX/XXXX. XXXX allows you to defer payments on loans for 1-2 months due to hardship without penalty. This loan that had the dispute was marked as delinquent and not eligible for the deferral. I don't have any wages coming in but I was able to make a small payment in the hopes that I would be able to resume normal payments once I started working again. My payment didn't matter. XXXX still reported me as delinquent as of XX/XX/XXXX. My FICO score dropped even more. I am trying to relocate for a new job and the inaccurate reporting by XX/XX/XXXX caused my credit score to drop so that I no longer qualified for housing I applied for. It was embarrassing and now I am stuck paying a higher rent for a lower quality apartment. 

I complained toXX/XX/XXXX on their website, stating that the issue with the return was never resolved and now they are incorrectly reporting me as delinquent and I want them to fix it. I received a message from a " supervisor '' that told me to call customer service to figure it out and he closed the complaint. I was dismissed over the phone and through their system. XXXX works great if you don't have any issues with your purchase but they refuse to take consumers seriously and address issues in a timely manner.

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