Consumer complaint received 2025-09-26 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: PR

Complaint narrative:
I am a XXXX veteran and former XXXX XXXX member of the XXXX XXXX XXXX XXXX. In XX/XX/XXXX, while attending technical training, I obtained an auto loan from XXXX XXXX XXXX to purchase a XXXX XXXX XXXX. At the time, I was required to live off base with my dependents and had official XXXX XXXX XXXX XXXX XXXX XXXX XXXX  assignment notification to Hawaii. 

In XX/XX/XXXX, my orders were diverted to XXXX XXXX XXXX, XXXX. Under Department of Defense and XXXX XXXX XXXX  XXXX regulations, shipment of a personally owned vehicle ( POV ) to XXXX is prohibited without a special waiver, which is generally not granted for vehicles manufactured after XXXX. As a result, I was legally barred from shipping my vehicle overseas. I therefore surrendered the vehicle directly to XXXX XXXX XXXX. 

During the time I possessed the vehicle, I made all required monthly payments. After surrendering the vehicle in compliance with my XXXX  orders, I expected the account to be closed without derogatory reporting, since this situation falls under the Servicemembers Civil Relief Act ( SCRA ), which protects service members from negative credit actions tied to military service obligations. 

Instead, XXXX XXXX XXXX  reported the loan as a charge-off with an unpaid balance of {$5200.00}. This derogatory mark has been continuously reported to Equifax, Experian, and TransUnion since XXXX, severely damaging my credit profile. This is inaccurate because : XXXX. The vehicle was not repossessed for non-payment it was voluntarily surrendered due to PCS military orders. 
XXXX. The bank is ignoring federal law ( SCRA ) and DoD regulations prohibiting POV shipment to XXXX XXXX. 
XXXX. I attempted resolution directly with the bank : I submitted documents and a certified dispute on XX/XX/XXXX, and spoke with a representative ( XXXX, Case # XXXX ). On XX/XX/XXXX, the bank responded only that the account was reporting correctly, without addressing the XXXX  orders, SCRA protections, or XXXX  shipment restrictions. 

Because of this inaccurate reporting, when I attempted to purchase a vehicle in XX/XX/XXXX, the dealership escalated my application to management due to the derogatory XXXX XXXX account. I was explicitly told that this mark was inconsistent with my otherwise strong credit and payment history, and it created unnecessary barriers to securing financing. 

I respectfully request that the CFPB require XXXX XXXX XXXX  to : Correct my credit reports with all three bureaus to reflect this as a voluntary surrender due to XXXX  orders, not a derogatory charge-off. 
Remove the negative reporting in compliance with the Servicemembers Civil Relief Act and federal regulations. 

This inaccurate derogatory account is unjust, harmful, and directly related to my military service.

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