Consumer complaint received 2025-08-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
I have attempted to resolve this issued with XXXX Bank. An entry exists on only my Equifax  report that reflects a negative entries. My Transunion and Experian Credit reports are clear. However my credit score is horrible and its due to an issue with XXXX bank which went bankrupt when I was issued a card. I have formally disputed this with Equifax for XXXX years I dispute and request the removal of negative credit entries on my credit report related to a credit card account I opened with XXXX Bank in XXXX. I have submitted this request previously without supporting documentation. These entries, which report late payments, have significantly impacted my credit score and do not reflect my payment history or intent to pay. I have attempted to appeal this previously. 

Shortly after opening the account and making a small purchase, XXXX Bank went bankrupt and was forced to close. As a result, I lost access to my account entirely. The online portal was shut down, the mobile application stopped functioning, and the banks customer service phone number was disconnected for months. This made it impossible for me to review my balance, submit payment, or communicate with a live representative. 

Although I did receive a billing statement, it was initially sent to my emails junk folder. I located it before the due date ; however, by that time, there was still no working method to access my account or make a payment due to the banks closure. I later confirmed through public reports that the bank was indeed bankrupt. 

In XX/XX/XXXX, XXXX separate negative entries appeared on my credit report simultaneously, each indicating that I was XXXX  days past due. This was not a single late payment but XXXX separate derogatory notations. Prior to this issue, I had impeccable credit for over 20 years, with a score consistently above XXXX and no history of late payments. My payment record stands as clear evidence of my financial responsibility. 

I was able to contact XXXX Bank as I was able to speak with an operation and the telephone number was working again. I paid the entire balance immediately. Currently this phone number is again disconnected. I am certain I was not the only customer affected by this situation, as there are numerous public reports and court cases challenging the banks integrity and business practices. 

The negative entries stemming from this situation have caused serious harm to my livelihood, created significant hardship for my family, and impacted my employment prospects. The late payments were not the result of negligence or unwillingness to pay but rather the direct result of the banks collapse and inaccessibility. Since the bank no longer exists, it can not correct the recordleaving the burden of correction with the credit reporting agencies. 

In accordance with the Fair Credit Reporting Act ( FCRA ), I respectfully request that Experian investigate and remove these inaccurate and unfair negative entries from my credit report. These entries do not accurately reflect my creditworthiness and were caused by circumstances beyond my control.

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