Consumer complaint received 2025-08-05 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: NJ

Complaint narrative:
Noticed a huge drop in credit score in XX/XX/XXXX due to incorrect reporting of my auto loan from XXXX XXXX XXXX. There are duplicate closed valley accounts on my report for the same loan. Made all payments on time, was on autopay and have receipts to prove it. Final payment for the loan was made XX/XX/XXXX in which the loan was technically paid and satisfied however there was a huge discrepancy in balance due to overcharged fees. These fees were applied on the account as " insurance '' for a period of time in which the creditor stated they didnt have proof of insurance for my car, which was incorrect. I provided all documentation to show proof of coverage. After months of emailing and continuous phone calls trying to get this issue rectified, the creditor agreed the charges were incorrect and finally corrected the issue. This correction resulted in a negative balance and complete satisfaction of the loan as of XX/XX/XXXX. However, it has come to my attention through an employee of XXXX that in XXXX of XXXX, the company switched platforms. Due to this upgrade, I have duplicate accounts-one with the new upgrade showing the loan is satisfied in good standing and XXXX with the old system showing an outstanding balance. As of XX/XX/XXXX the account was reported as closed. XX/XX/XXXX I recieved a refund check for the overpaid amount due back to me which was deposited but i did not receive the title. On XX/XX/XXXX XXXX reported against me that I have an outstanding balance of over {$2000.00} and the account was labeled profit loss charge off and my credit drop XXXX points. I did not see this until XXXX when i was looking to buy a new car, in which I immediately contacted XXXX to fix the issue. At this time I also still had not received my title which prohibited me from being able to sell my car. I made numerous phone calls trying to get in touch with someone regarding both issues and got the run around, no one ever called me back or had any information. Eventually I was able to get information about the platform switch and this was the reason for the incorrect balance. I was told this would be taken care of immediately and they will have the account completely removed. I was also told each time that my title had been sent out or would be sent out immediately. After months of trying to get my title, the finally admitted that they had misplaced my title, couldnt find it and that they would order a new one. After yet again another series of phone calls and emails i finally received my title in XXXX of XXXX, 1 year after my final payment that satisfied the loan, in which my cars value depreciated substantially. In addition to my title, I received two offical letters from XXXX stating that my loan had been satisfied in good standing with a {$0.00} balance. At this time there was still no resolution on my credit report. The account was not removed off my credit, instead there were just remarks removed and then remarks added multiple times from account closed to account charged off. This did not repair my credit score, instead it damaged it further. I called XXXX again and again to rectify this issue and reported it to all reporting agencies and still no resolution. XXXX is aware of the issue and is knowingly, fraudulently reporting against me every single month to date that my account has a balance, which has also been increasing each month they report, and is a charged off account. Despite documentation provided to reporting agencies proving inaccurate and fraudulent behavior, they refuse to remove the account or correct the issue and continue to tell me that the creditor has verified the information as accurate. A new remark was just added to the account stating " payment made AFTER charge-off ''. Yet again, no accurate resolution. This is and continues to be an egregious abuse of power. There are two closed XXXX accounts on my report, one showing closed with 1 late payment-though there were no late payments made and the other still currently as of XX/XX/XXXX being reported as a charge off with increasing balance. Neither the creditor, XXXX Bank, nor the reporting agencies are fixing the problem. XXXX is very aware of the issue and continues to report a profit loss charge off fraudulently with gross negligence. It has and continues to destroy my credit despite all my efforts to gain assistance in having this removed. It continues to affect me negatively. Not only has this caused an unimaginable amount of stress and harm, it has cost me time, money, the sale of my car within an appropriate time frame and preventing me from securing a proper auto loan and reliable vehicle which is affecting my ability to do my job and provide for my family. This account needs to be removed immediately. My credit score needs to be repaired immediately. XXXX needs to be held accountable for every single egregious act they participated in for every month they knowingly and falsely reported against me. And the reporting agencies need to be held accountable for not assisting and correcting false reporting despite being given ample burden of proof. I will be pursuing this further.

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