Consumer complaint received 2020-12-29
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I am requesting that XXXX XXXX Visa remove the negative statements on my credit report which are affecting my credit score - which is impacting my ability to secure a mortgage for a home I am buying. The payments were for the month of XX/XX/2020, XX/XX/2020 and XX/XX/202. These payments were made in good faith by me through my online bank account with XXXX XXXX XXXX XXXX. It appears XXXX XXXX Visa did not receive these payments as they were never cashed. The confirmation numbers from the bank indicate these payments were taken out of the account and delivered to XXXX Visa. However, XXXX Visa is stating they never received these payments but the bank can confirm they were delivered but never cashed. XXXX XXXX XXXX XXXX  has provided me with the confirmation number and a delivery confirmation date through my online banking account in which XXXX Visa is falsely stating the payment was never made. These confirmations state that the payment was taken from the online banking account and delivered to XXXX Visa. Their lack of communication and cooperation about not receiving the payment that was confirmed from my bank to be deposited to XXXX Visa should not come as a penalty to my credit score. 

I am a single mother with XXXX children working full-time. My work record and earnings have allowed me to qualify for the home purchase. But, the negative items have caused my credit score to go down which is of concern to my mortgage lender. 

I have forwarded numerous documents requested by XXXX Visa for review of my diligence in making any and all payments I owed on my account to them through certified mail and fax. Each document I sent received a return receipt stating XXXX Visa did receive the documents sent however, I was never given any form of a response from the credit card company. I also received information of three failed fax attempts that I have made to get these documents to XXXX Visa using the phone number provided to me from the company - again, with no response. 

After contacting XXXX Visa, my account is listed as closed on my credit report. I have requested this change to activate the account to be current with no missed/late payments in 2020. XXXX Visa is going back and forth with a closed or opened listing on my credit report. I have also contacted all 3 credit bureaus separately, without receiving an appropriate response. 

On XX/XX/2020, I received the only notice of a return check fee. This is due to XXXX XXXX XXXX XXXX  returning the money to my account because XXXX Visa claimed they had not been receiving the previous payments. After claiming they never received a payment, XXXX XXXX XXXX stopped payment on the check. This notice, however, is stating they did receive XXXX 's payment but due to it being stopped by the bank, they are trying to charge me a returned check fee. This is the first and only communication I have received from XXXX Visa addressing any of the payment activity on my account within the past 6 months. 

I have worked very hard to provide the information that was asked to review the case/request so my credit score can be at the number it should be but I have received zero response from XXXX Visa. I have contacted them through phone calls, attempted fax, and certified mail with no response or solution.

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