Consumer complaint received 2025-07-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem with product or service terms changing
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I have never paid a bill late and had excellent credit for decades. Then I leased a XXXX who uses XXXX XXXX XXXX XXXX. My daughter is in College which 3 hours away. We decided to get her a new reliable car, so she can be safe and we can have a piece of mind that she does not break down and have issues with the car. 

We leased the car on XX/XX/XXXX. Our payment is {$390.00} each month and is due on the XXXX each month. My wife sends the check out every month on the XXXX, no later than the XXXX, so it has plenty of time to get there early. 

On Saturday morning, XX/XX/XXXX, my daughter called and said her car was being towed. As a XXXX XXXX XXXX, I immediately asked her if she had any tickets? were you in a No parking area or private lot? My daughter has never received a parking ticket or any kind of ticket. She was parked in her school parking lot and insurance and registration all up to date. My wife tells me the car is up to date on payments and shows me the checks and dates they were sent to XXXX XXXX. I finally get through and XXXX XXXX advises us we are {$1200.00} behind in payments. They have not received payment in XX/XX/XXXX or XX/XX/XXXX, and now XX/XX/XXXX is due. I told them that we sent checks for each of those months for the full amounts. They told me they received the checks but they changed policy and no longer accept checks. I asked, where are my checks? Why did you not notify us or send the checks back? They said they did, but it was a bad address they sent it to. I asked, what address do you have me at? They told me and it was my correct address. So now I went to the Post Office and filed a complaint with the Post Master. XXXX still can't tell me where my checks are and still never returned them to me. They said they tried to call, but I receive scam calls all day long and don't answer calls I do not recognize. If they leave a message, I will call back if it's a message I understand or know it's a company I am doing business with. That is not the case here. They never, ailed anything to me about this policy change. I filed a Dispute with Experian, XXXX XXXX and XXXX, as well as with XXXX XXXX. I also contacted them by phone and XXXX XXXX will not put a credit manager on the phone. They always transfer you to another entry level operator not authorized to correct anything or make decisions. Its just.... Sorry there's nothing we can do! 

So now in order to get my vehicle back, we had to wire money at XXXX XXXX. We wire {$1200.00}. Then we had to go home and call another company to verify they received payment. They kept telling us, No, it did not go through. We go to XXXX again for the 2nd time. For whatever reason, it is now {$1800.00} they want us to wire. Additional fees. We send it and they received it. But it's a holiday weekend and now we have to wait to get the car on Tuesday. Come Tuesday, they tell us they received both wired amounts, but they can't refund either one. We also have to join auto pay so it comes out of checking account automatically each month, which we did. We were told all the extra money will be applied to the upcoming monthly payments and we won't have to make payments until XX/XX/XXXX. So now we are paid in full for 5 months, yet they are still taking payments each month through auto pay. I call them again! They said it's double pay every month and will just end the loan earlier. I am not a wealthy man but okay, I will figure this out. They also told me numerous times, it won't affect my credit because we paid the balance. Great! 

Fast forward, we need a car, and I tell the finance manager and salesman, I have great credit! Not a problem. He comes out and asks me, what happened a couple of months ago? Immediately I knew it was XXXX XXXX. They not only reported this whole thing, they destroyed my credit. It went from around XXXX to XXXX? The rates were astronomical with my purchase of a {$72000.00} car. We used my wife 's credit which is good and still didn't get a much higher rate than I would have got with my credit before XXXX ruined me. 

I then immediately began my dispute process and XXXX XXXX refuses to budge or acknowledge any wrong doing or mistakes or misunderstandings.

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