Consumer complaint received 2020-11-12
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/2020 I received a payoff quote from XXXX for my automobile and I used it to refinance the car with XXXX XXXX. My XX/XX/2020 XXXX payment was due on XX/XX/2020 & XXXX told me car would be paid off by XX/XX/XXXX. 

On XX/XX/XXXX I contacted XXXX because the payment from XXXX  looked like it had still not been processed by XXXX & I did not know if sending a payment would interfere with that process, but I knew I was approaching 30 days late - I didn't know if I was still being held to that due date or if they were aware I had refinanced and they were processing the payoff already. I was unsure of what I needed to do. The representative I spoke to advised me she would place an extension on the account and as long as they received it by the end of XXXX, I would not receive a delinquency. 

Between XX/XX/XXXX and XX/XX/XXXX I Continued to receive collection calls from XXXX and on XX/XX/XXXX I called XXXX again and spoke with another representative. I explained the situation again and asked again if I needed to send a payment. The representative again said they would notate the account. 

The account was paid off in full on XX/XX/XXXX, but then the first week of XXXX I received notification that I was reported 30 days late for my XXXX payment by XXXX. I called XXXX on XX/XX/XXXX to dispute this with them, because surely this must be a mistake since I asked them how to handle this before I was 30 days late and they told me I would not be marked late if they received payment from XXXX  by XX/XX/XXXX and they received payment from XXXX  on XX/XX/XXXX. XXXX opened a dispute and I just received the results and they reported to me that they found they reported the 30 days late correctly. 

This is absolutely egregious. XXXX is a sub-prime auto finance company and I accepted them as my lender after a bankruptcy with the intention of working towards refinance. I worked hard for many months by paying on time to rebuild my credit and be able to refinance with a different company at a better rate, only for them to ding me as 30 days late after they told me how to handle my payoff payment with my new lender. That is absolutely unfair. Now when I attempt to purchase a house I will have a recent 30 day late on my credit that is inaccurate. I need this removed - it is absolutely incorrect and unfair. 

XXXX 's phone number is XXXX. I have attached our XXXX cell phone records that reflect the calls I made to XXXX on XX/XX/XXXX from my husband 's cellphone XXXX and on XX/XX/XXXX from my cellphone XXXX. Had the representative that I talked to on XX/XX/XXXX at XXXX properly put in my payment extension OR properly notified me to make a payment despite the pending payoff, this situation would have been avoided.

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 non-monetary relief