Consumer complaint received 2023-06-21
Company: Experian Information Solutions Inc.
State: GA
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:
I am writing to formally dispute a 30-day late payment that is currently showing on my credit report. The late payment is attributed to my credit card account with XXXX, XXXX. However, I would like to provide additional context to explain the circumstances surrounding this late payment and address the lack of communication from the credit card company. To begin, I want to emphasize that I have always been a diligent and responsible customer of XXXX XXXX XXXX Throughout my history as a cardholder, I have consistently made my payments on time, and I have never had any prior instances of late payments. I take great pride in maintaining a positive credit history and ensuring that my financial obligations are met promptly. Unfortunately, during the period in question, I faced an unforeseen tragedy that resulted in the loss of my home. This devastating event left me without a stable residence and caused significant upheaval in my life. As a result, I experienced substantial challenges, including limited access to essential services such as email. I understand that it is standard procedure for credit card companies to attempt to communicate with customers in the event of a missed payment. While I received emails saying a payment was due, it did not reflect that a payment had already been missed. I also hadn't been contacted by phone, which is usually the second line of contact, so I simply did not know that a payment was late. Nevertheless, given the circumstances surrounding the loss of my home, I was particularly vulnerable during this time and did not have a reliable means of communication readily available. As soon as I became aware of the missed payment, I took immediate action to rectify the situation. Despite the challenges I faced, I prioritized bringing the account current and making the necessary payment to ensure my financial obligations were met promptly. I kindly request your assistance in investigating this matter thoroughly and correcting the inaccurate information on my credit report. The 30-day late payment notation does not reflect my responsible payment history, and it is important to rectify this error to ensure the accuracy of my credit profile. Enclosed with this letter, please find the following supporting documentation : Documentation demonstrating the official notice from my landlord to substantiate the circumstances that significantly disrupted my life and limited my access to communication services. Proof of payment made on to bring the account current, indicating my commitment to resolving the late payment issue as soon as it came to my attention. Proof of scheduled future payments that will automatically draft from my bank account. I kindly ask that you conduct a thorough investigation into this matter, considering the extenuating circumstances I have outlined. I firmly believe that the 30-day late payment notation on my credit report should be removed, as it inaccurately portrays my payment history and may have an adverse impact on my financial standing. I kindly request that you provide me with a written confirmation once the investigation is complete, and the necessary corrections have been made to my credit report. Your prompt attention to this matter is greatly appreciated. Should you require any further information or clarification, please do not hesitate to contact me at XXXX or XXXX. I am committed to resolving this dispute and ensuring the accuracy of my credit profile. Thank you for your time and understanding.

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