Consumer complaint received 2023-11-07
Company: EQUIFAX, INC.
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
The Credit Union is the worst when it comes to their customer service. They always try to blame the customer. Their collections guy XXXX is good at the blame game. He blamed us that their new employee didn't split our payments on our autopay that we used for over a year so we got a late fee but it was our fault that they didn't do it this time. Instead of saying sorry that their was an issue with the system he wanted to blame us. Last year we were told that we had a lapse in our insurance and because of that they had to raise our payment. They said they sent letters but I never got one and I am the primary on the account and they never called me. They will say since they didn't get any returned letters then obviously we got it and just ignored it. Long story short I got a late payment because our autopay paid our normal payment and not he adjusted payment they made up. Since the payment was not in full it gave us a late payment. We had to battle them with our insurance agent showing we never had a lapse in our coverage. This was only on my car not my wife 's who had the same coverage I did. I am attaching the e-mail and documents sent by our insurance agent. Again it was our fault because we should have known according to XXXX and XXXX the collection agent and the manager of one of the branches. We decided to pay off my truck and went to another bank with my wife 's so we wouldn't have to deal with the incompetency from this bank. Well I paid mine off at the bank and my wife had a bank to bank transfer. Well the transfer took a little longer for the bank to get the check. We told them this is what we did and the check was on the way. Once again a late fee which hit my credit and took over XXXX points off my score. They told me that their system does that automatically and the following month it should come off since it is paid in full. That never happened and this was last XXXX. I called XXXX today and of Course he wants to argue that it was my fault. He said when I paid off my truck it was 35 days over that I missed XXXX 's payment. I am attaching the payment went through in XXXX and he is making stuff up again, which he likes to do instead of saying we were wrong. They have said they called my wife which is correct because I am the primary and he knows I don't deal with his BS so he called my wife because he tried to intimidate her and she stop answering his calls because not once but three times we sent them what they asked for and our insurance agent did as well. They kept calling saying that wasn't good enough. All I want from them is to take it off my credit score. He said they can't do that. We have all the proof that it was a bank error, but they will never admit that. He put me on hold for 45 minutes until the phone hung up. The manager XXXX when we went to pay off the loan at the bank had on the system to contact him first. You know what he was going to do, he was going to add on that {$25.00} late fee that should have been taken off since it was a bank error on their part once we proved it. You can have a loan without insurance. He said I missed my XXXX Payment, here it is. We know how they are they will just want to argue and plead their case that it was all our fault. Yes, we canceled just my insurance so we can argue with them XXXX

Company response to consumer: Closed with explanation