Consumer complaint received 2025-04-05 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: TN

Complaint narrative:
Subject : Formal Complaint Against XXXX XXXX XXXX for False Credit Reporting and Mishandling of Loan Payments To Whom It May Concern at the Consumer Financial Protection Bureau, We are filing a formal complaint against XXXX XXXX XXXX for misrepresenting our auto loan status, falsely reporting delinquencies to credit bureaus, and failing to act in accordance with federal law. Their actions have severely damaged our credit, despite our having made all payments on time and in good faith. 
________________________________________ Summary of the Issue : On Friday evening, XX/XX/XXXX, we submitted a payoff payment for our XXXX XXXX loan. However, our financial plans changed that evening, and we immediately contacted XXXX XXXX on the next business day ( Monday, XX/XX/XXXX ) to cancel the payoff and continue monthly payments instead. 
XXXX XXXX verbally confirmed that our request would be honored and that our account would be updated accordingly. 
Despite this assurance, XXXX XXXX did not cancel the payoff in their system. They sent us the title anyway and misclassified our account. 
We continued making every monthly payment on time, including regular payments in XXXX, XXXX, and XXXX. 
In XX/XX/XXXX, XXXX XXXX blocked us from making further online payments, falsely claimed we had missed payments ( which we had not ), and charged off our account. 
They then reported this false delinquency to the credit bureaus, causing our credit scores to fall by XXXX points each ( XXXX, Experian, and XXXX ) for both myself and my wife. 
XXXX XXXX falsely claimed to have sent us multiple notices, but no such communication was received by mail or email. Their representatives have since refused to fix the error and continue to hinder our ability to make payments. 
________________________________________ Detailed Timeline of Events & Documentation : ( All phone calls are documented and included in evidence attachments ) XXXX. XX/XX/XXXX Paid off the loan ( {$29000.00} ) and made a regular monthly payment ( {$520.00} ). 
XXXX. XX/XX/XXXX Called XXXX XXXX and XXXX XXXX to cancel the payoff. Both parties confirmed this would be corrected. 
XXXX. XXXX XXXX XXXX Follow-up calls after XXXX XXXX attempted to withdraw funds. Representatives again reassured us that all would be corrected. 
XXXX. XX/XX/XXXX and XX/XX/XXXX Made our regular monthly payments of {$520.00} via the online portal. 
XXXX. XX/XX/XXXX Discovered online payment access was blocked. Called XXXX XXXX and were told our account had been charged off. Representative could not explain why. We insisted this was an error and made the payment over the phone. 
XXXX. XX/XX/XXXX After receiving credit monitoring alerts, we learned XXXX XXXX had reported us as delinquent. Upon calling them, the representative falsely claimed we had received multiple notices ( none were ever received ). 
XXXX. XXXX XXXX XXXX XXXX mailed us the title for the vehicle, which we did not request and which added confusion. XXXX XXXX has refused to correct this. 
________________________________________ Legal and Regulatory Violations : XXXX. False Credit Reporting Fair Credit Reporting Act ( 15 U.S. Code 1681 ) XXXX XXXX knowingly submitted false information to credit reporting agencies. 
They failed to provide notice of negative reporting or allow an opportunity for dispute. 
XXXX. Failure to Properly Service Loan Real Estate Settlement Procedures Act ( RESPA ) & Servicing Standards XXXX XXXX agreed to cancel the payoff and to continue with the monthly payments but they did not follow through. 
They blocked payment access and falsely labeled our account charged off. 
XXXX. Unfair & Deceptive Practices Consumer Financial Protection Act ( 12 U.S.C. 5531 ) XXXX XXXX made repeated verbal assurances but failed to act. 
They falsely claimed to have provided notices, which were never sent or received. 
The mishandling of a XXXX XXXX  low-interest loan suggests possible financial motivation. 
________________________________________ Requested Resolution : XXXX. Immediate correction of all credit reports ( XXXX, XXXX, Experian ) for both XXXX XXXX and XXXX XXXX, including removal of the false charge-off and any associated delinquencies. 
XXXX. Written acknowledgment from XXXX XXXX confirming that the charge-off was an error and that the account is in good standing. 
XXXX. Future communication in writing only ( email or postal mail ), due to past misrepresentations made by phone. 
XXXX. Restoration of online payment access, including the ability to set up automated monthly payments. 
XXXX. XXXX investigation into XXXX XXXX servicing and credit reporting practices to prevent similar harm to other consumers. 
________________________________________ Attached Supporting Documentation : Payment records proving consistent, on-time payments Phone call logs showing dates and times of contact Copy of vehicle title received from XXXX XXXX XXXX XXXX XXXX XXXX, Experian, and XXXX showing XXXX point score drops XXXX report showing XXXX Financials false charge-off notation ________________________________________ While we were making our regular monthly payments, XXXX XXXX never sent us any written notification regarding their false claim of there being an issue with our loan not even an email. They left XXXX vague voicemail messages on my phone, none of which identified the caller or the nature of the call. The messages only gave a generic callback number, with no indication that the matter was urgent. As with many people today, we generally do not answer calls from unknown numbers, since the vast majority of calls are spam or scams. Not knowing what they wanted, did return XXXX of the calls, but after being placed on hold I realized that these people were just wasting my time. Even if I was eventually found out what they were calling about it would make no difference since we have already played this game a few times of them making false promises or giving me incorrect information and then not doing anything to fix any problems. If XXXX XXXX considers these ambiguous voicemails to be proper notice regarding a serious financial matter, then their communication practices are deceptive and insincere. A legitimate effort to inform us would have included clear, direct written communication something they never provided. 

This complaint reflects ongoing harm to our financial reputation and trust in the credit reporting system. We acted in good faith and have honored every financial obligation. Because of XXXX XXXX made the false claim of there being a chargeoff when in fact we never missed a payment on our loan, both of our credit scores dropped from being excellent / exceptional to now having a rating of being fair. We request the CFPBs assistance in holding XXXX XXXX accountable and protecting consumers from similar treatment. 
Thank you for your time and attention. 
Sincerely, XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, TN 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