Consumer complaint received 2025-08-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: NJ

Complaint narrative:
# # # * * Rebuttal Letter to Credit Bureaus and CFPB * * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * * Date : * * XX/XX/XXXX * * To : * * XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Experian XXXX. XXXX XXXXXXXX XXXX XXXX XXXXXXXX TransUnion XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX * * Cc : * * Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX * * Subject : Formal Dispute and Rebuttal of Credit Reporting by XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - Account # XXXX * * Dear Sir or Madam, I am writing to formally dispute the negative information reported by XXXX XXXX XXXX XXXX ( XXXX ) on my credit report for account # XXXX. The charges and associated late fees are inaccurate and are a direct result of XXXX 's failure to provide me with the necessary account information to make a payment. 

* * Summary of the Dispute : * * [ cite_start ] I had a promotional balance of {$79.00} with XXXX for my XXXX XXXX XXXX XXXX account [ cite : XXXX, XXXX ]. [ cite_start ] A payment was required by XX/XX/XXXX, to avoid incurring interest charges [ cite : XXXX ]. [ cite_start ] However, I was unable to make this payment because I never received a physical credit card or my full credit card account number [ cite : XXXX ]. As a result, I was unable to set up an online account or make the required payment. I have since paid the original purchase amount of {$79.00} in full. 

[ cite_start ] Because I was unable to make the payment on time due to XXXX 's error, they have reported a {$28.00} interest charge and a {$29.00} late fee on my account [ cite : XXXX ]. 

[ cite_start ] I filed a complaint with the CFPB on XX/XX/XXXX, explaining my inability to set up an online account [ cite : XXXX ]. [ cite_start ] XXXX 's response, dated XX/XX/XXXX, acknowledges my appeal but insists I am responsible for the charges [ cite : XXXX, XXXX, XXXX ]. [ cite_start ] The letter states that the screenshot I provided, showing my inability to access the account, was from XX/XX/XXXX, which was after the promotional due date [ cite : XXXX ]. This misses the point of my complaint entirely. The charges are a direct result of their failure to provide me with the necessary account information to make the payment in the first place, well before the due date. 

Furthermore, I have been unable to follow their instructions to close the account, as I do not have a physical card to cut in half and do not have the full account number to provide on written correspondence. 

Since I have already paid the original balance and refuse to pay the interest and late fees that resulted from XXXX 's error, I request the following actions : XXXX. * * Investigation : * * Please conduct a full investigation into this matter. 
XXXX. * * Removal of Negative Reporting : * * Please remove all late payments, interest charges, and any other negative marks associated with account # XXXX from my credit report. 
XXXX. * * Correction of Account Status : * * Please update the account status to reflect that I have been unable to access the account due to a lack of provided information. 

I have attached copies of all relevant documents, including the CFPB complaint and the letter from XXXX. 

Thank you for your time and attention to this matter. I look forward to your prompt response and a fair resolution. 

Sincerely, XXXX XXXX

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