Consumer complaint received 2023-04-30 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: OH

Complaint narrative:
I was in the hospital end of XX/XX/XXXX thru mid XX/XX/XXXX And XXXX XXXX I bank with is XXXX XXXX XXXX. I also use a service they offer Called stand by cash and I have since they started it. It lets you borrow money and pay it back over 3 months. I have had 3 Checking accounts and 2 savings accounts with XXXX during the whole time I have used the standby cash feature. I only qualify based off of 1 of the 3 of my Checking accounts.

When I was in the hospital with XXXX  I couldn't do much or was I coherent very much .But Still out of all of my 19 credit cards, car loan, 3 personal loans, stand by cash loan, cell phone bills, insurance bills ect. The standby cash loan is the only thing I recieved a late payment from.

As I said I only qualify with 1 of my 5 accounts with XXXX. If I closed that account and kept the other 4 I would no longer be able to use it but I can deposit it in any of my accounts and also repay it from any of the accounts. The account that I qualify with always has a few XXXX dollars in it plus the linked savings account had around {$30000.00} in it at the time. But they tried to pull the monthly payment from one of my other accounts that did not have enough in it and this is how the late payment came about. But if it would have pulled from the account it's paired with it would have been paid. Even so on 3 other occasions XXXX has took money from 1 account for another if it was negative or something. I wrote a letter by Email to XXXX XXXX on XX/XX/XXXX, seeing about getting the late payment updated to paid as agreed or removed. I got a reply on XX/XX/XXXX from a customer advocacy response person saying they would look into it and I never heard back. In my letter I had I had stated that under codes 15 USC 1666 & 15 USC 1637 that a statement is due 21 days before the payment is due and they have only ever sent out a 5 day reminder. If a 21 day would have been sent out then things could have worked out differently. I don't remember much of XXXX or XXXX but It could have maybe reminded me before I got sick and became incoherent enough even before I was admitted into the hospital. 
On another part They have changed rules & maximum amounts around multiple times since they started this service and every time they have lowered the max amount my credit score would take a hit because the amount i owed then would end up at the top or above what they changed the new limit to then making the utilization on that account be at a 100 % or over the limit. 
But my efforts trying to get there help to straighten it out didn't work. I have the documentation of what I sent to them and I also the letter they sent back saying they would look into it and get back to me. Like I said that was XX/XX/XXXX and we are now end of XX/XX/XXXX and it's still on my XXXX, XXXX & Experian credit reports drastically hurting my score I would just like to finally have it fixed to paid as agreed never late or removed completely from my credit reports Thank you for your time

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