Consumer complaint received 2025-02-25 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: WA

Complaint narrative:
XXXX XXXX XXXX I shut down my business XXXX XXXX. XX/XX/XXXX I had a XXXX XXXX that resulted in me being impaired for many months. My wife took over my accounts and as per her she shut down all bank accounts and also the credit cards. I had a XXXX XXXX XXXX XXXX in XXXXXXXX XXXX XXXXXXXX. 
Apparently the XXXX business credit card was left active and charged an annual fee in XXXXXXXX XXXX XXXX. My wife likely paid it off in the mad situation we were in due to my health. For all we knew as a family the business was closed and so were every financial institutions ( bank accounts and credit cards ).

In XX/XX/XXXX the card was charged another annual fee and subsequently another late fee. No communication was done whatsoever by XXXX. Normally banks call on delinquent payments but no calls came from XXXX in this case. I have another personal XXXX XXXX XXXX that I have never had late payments on. 
However this card was charged annual fee and then late fee for 2 months without any notifications to me ( a XXXXXXXX XXXX dealing with XXXX XXXX XXXX  issues ). 
I was on a spiritual trip internationally while I was notified by my credit bureau that my credit had fallen by XXXX points. It state XXXX XXXX was the cause. I returned on XX/XX/XXXX late evening and on XX/XX/XXXX I called XXXX. I was not aware this was an issue on the business card, instead I called my personal XXXX  card number where it was identified its a larger issue occurring on my business card. I spoke to many people that day including XXXX - Account Supervisor, soon after with XXXX XXXX XXXX escalations department and neither one of them supported me in enabling my online access or understand that I had destroyed my credit card so over the phone system was not working for me. XXXX also refused to take the payment over the phone.

Without online access or ability to make a phone payment this was overly complicated by XXXX. My stress level has been reaching the extreme and now I feel I need to goto a doctor to see how this is affecting my health. I have been made to jump calls over calls and repeat my store to many different people during calls that have last sometimes over 1-2 hours. No real direction has been provided, payments were not taken, online access was not fixed until today ( XX/XX/XXXX ), No online notifications were sent, XXXX claims to send emails to an email account that I had stopped using post closure of the business, this means I did not get those emails and even now I can not find those emails that they claim to have sent. No phone calls were attempted or voicemails were left. 
This seems like a very cheap and shameful way of extracting annual fee and late fee from dormant customer accounts. XXXX even collect {$130.00} payment today which to me is scamming consumers. I had no transactions in almost 2 years and XXXX  charged me this amount and also marked my credit repor as 60 days and 90 days late. 

XXXX needs to reform their policies, fix my credit because a lot of this issue is their fault. I should have never been 60 days late or annual fee should have never been charged. On top of that XXXX escalations should have stopped the account from going 90 days late. 

I spoke to more people over today i.e. XXXX XXXX Business Customer Service, she agreed on the call about the issues faced and kept on apologizing. She also fixed my online banking account that none of the previous supervisors or escalations department people did. Spoke to XXXX - Account Supervisor who agreed with me and reduced the total amount to {$130.00} instead of {$260.00}. However he also said he had no control over fixing the credit file and connected me to XXXX XXXX XXXX in Escalations XXXX XXXX XXXX advised I should get this issue resolved the issue with collections. 
On my further insisting she said she is filing a recording request with ( XXXX ). 
XXXX, was the last person I spoke to who requesting to pull the call. also noting things that have been missed previously to attempt to Fix the credit report. I also requested XXXX to be fully restored. She advised the result of my request may be put it online or XXXX  sends a physical letter.

This was a business card, the business was closed, my personal credit should have never been destroyed by XXXX. I was given a run around, prevented from logging in, not allowed to make phone payment as I didn't have the full credit card and I have been dealing with headaches and a lot of stress that I will see a doctor for. A recent XXXX and XXXX XXXX ( as I identified myself on each call to the XXXX  representatives ) I should never have to deal with 1-2 hour calls and get my XXXX XXXX through the roof. 



Timeline : First spoke to XXXX - Account Supervisor- almost 2 hours worth of a call. 
XXXX XXXX XXXX escalations department. Was not able to take the payment over the phone. ( I was advised all the calls will be reviewed but I never heard back. XXXX charged additional 90 days late fee illegally ) XXXX - XXXX - During one of the calls I was advised the last 4 of my credit card was XXXX which is not the same as what I was advised by other reps. 

XXXX - Business Customer Service - XX/XX/XXXX Agreed on the call about the issues faced. - Connected me to her supervisor. 
XXXX Account Supervisor made me Pay over the phone after the payment was reduced. {$130.00} Instead of {$260.00} Then I was advised Account was closed on XX/XX/XXXX. I should have been closed XXXXXXXX XXXX XXXXXXXX instead. I was Internally Transferred to XXXX XXXX XXXX XXXX XXXX - She asked me to Resolve the issue with collections. She was Filing a recording request with another supervisor ( XXXX ). Requesting to pull the call details to share. was going to Attempt to Fix the credit report. I also requested XXXX to be restored. May put it online or they send a physical letter. 

Till date XXXX has not provided with a resolution or any updates on my case. They failed to report any details relating to the outcome of my credit reporting agency disputes I had filed.

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