Consumer complaint received 2025-09-02 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: CO

Complaint narrative:
On XX/XX/XXXX, XXXX XXXXXXXX issued a statement showing I owed {$470.00}, due XX/XX/XXXX ( Exhibit Z ). 

On XX/XX/XXXX, I scheduled a payment of {$470.00} from my XXXX XXXX XXXX XXXX XXXX account to XXXX XXXXXXXX. Canvass ledger shows the debit from Share XXXX ( Exhibit R ), but the funds were reversed the same day into XXXX XXXX ( Exhibit S ) instead of going out as an ACH payment. 

Canvass external account feed nevertheless labeled this transaction as Credit Card Payment Received {$470.00} on the linked XXXX XXXXXXXX account XXXX ( Exhibit T ). This created the appearance the payment was accepted by XXXX XXXX. 

On XX/XX/XXXX, at XXXXXXXX XXXX, XXXX XXXX emailed me that my external account had been removed ( Exhibit W ). A few hours later, at XXXXXXXX XXXX, they emailed me again confirming Your payment has posted ( Exhibit X ). 

On XX/XX/XXXX, the Canvas external account widget froze with the XXXX XXXX account showing {$470.00} as of XX/XX/XXXX ( Exhibit A ). That same day at XXXXXXXX XXXX, XXXX XXXX emailed me that my XXXX account had been successfully re-linked ( Exhibit Y ). I then moved the {$470.00} internally from XXXX XXXX to XXXX XXXX ( Exhibit Q ). 

On XX/XX/XXXX, XXXX XXXX attempted an ACH pull from XXXX XXXX, but because the reversal had already moved the money out, the debit failed NSF. XXXX charged me a {$30.00} NSF fee ( Exhibit R ). That afternoon, during a ~24-minute phone call, a XXXX XXXX representative told me my account was paid off and closed. 

Despite this, in XX/XX/XXXX, XXXX XXXX reported a 30-day late, and in XX/XX/XXXX they reported a charge-off of {$600.00} ( Exhibit F ). My credit score dropped by roughly XXXX points. 

From XXXX through XX/XX/XXXX, I escalated repeatedly through XXXX XXXX XXXX ( Exhibits 11.1 and 11.2 ). 

XXXX and XXXX confirmed no ACH payment was ever initiated by XXXX ; only XXXXXXXX XXXX pull attempt occurred, which failed NSF. 

XXXX initially admitted the external account widget looked like a glitch, then backpedaled, saying it was not a glitch, and finally told me I can see you have problems without providing resolution. 

By XX/XX/XXXX, XXXX XXXX XXXXnline portal displayed the account as charged off at {$600.00}, with no transaction data to display ( Exhibit U ). 

On XX/XX/XXXX, I filed a formal FCRA dispute with XXXX XXXX Executive Office. On XX/XX/XXXX, XXXX XXXX XXXX XXXX ( ID XXXX ) acknowledged the contradictions and promised escalation. As of XX/XX/XXXX 21 days later she has provided no findings, and her phone line rings without response. harm done Throughout this dispute, neither XXXX XXXX nor XXXX has provided written findings or reconciliation. 

XXXX XXXX forces me through a chain of representatives, none of whom have the ability to confirm or deny the core facts. Even after escalation to their investigator ( XXXX, ID XXXX ), no written results were provided only verbal assurances followed by 21 days of silence. 

XXXX admitted no ACH push occurred, and even acknowledged the misleading external account display, yet refused to issue a corrective letter or ACH trace statement in writing. 

This refusal to provide documentation has left me with only contradictory emails, frozen account views, and shifting oral statements. Both institutions are effectively preventing me from resolving the issue directly and leaving me no option but to escalate to federal regulators. 

This dispute has now dragged on for 10 months, with no clear resolution from either institution. I have spent months providing documentation, escalating to executives, and following up, only to receive contradictory answers or silence. In that time : My credit score dropped by XXXX points, affecting my ability to qualify for credit and fair terms. 

A false {$600.00} balance continues to appear, with interest accruing on money I do not legitimately owe. 

XXXX charged me a {$30.00} NSF fee tied to XXXXXXXX XXXX mishandled pull attempt. 

I have endured the stress, wasted time, and reputational harm of having late and charged-off debt reported when I acted in good faith and was even told my account was paid off and closed. 

The ongoing damage is not just financial but personal. Ten months of contradictory statements, misapplied reversals, misleading account displays, and refusal to provide findings has created unnecessary hardship. This is a clear case of systemic error where the consumer followed the rules but was penalized anyway.

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