Consumer complaint received 2023-04-28
Company: EQUIFAX, INC.
State: CA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
To whom it may concern, I have a credit card account with XXXX XXXX through XXXX and have set up auto pay on XX/XX/XXXX before the due pay day in XXXX so that when the pay day came the money would automatically be drawn from my account. Through every step of the autopay, I did screenshot what XXXX webpage was showing me confirming the auto pay was set up. I made sure to set the auto pay date a couple of days before the real due date. I received notifications stating the autopay was a success. I also received an email stating this. Now today XX/XX/XXXX past the due pay day I get a call from XXXX asking me if I was going to pay them that my pay is late. I was confused as I already expected my pay to have been done. The lady on the phone says that it was set up but it was XXXX my banks fault as to why it did not successfully go through. So I called XXXX and asked why did the autopay not go through if I had set it up? as we spoke live on the phone the representative sent a pin through the app which I confirmed allowing XXXX  representative to access my account and check for issues, as she finished checking she stated everything was good and said that there was nothing being held from their end stating I could use x amount of money in my account with ought a problem. She told me to call XXXX as it was that banks website and them who I had set up the auto pay with so I would have to speak with them again. So I called back asking for a supervisor which happened to be XXXX I gave her a summary of what was going on she went on to check the account and said that she could see it was set up for auto pay but that it did not go through, she said that the account that XXXX had which was XXXX XXXX or something of that sort did not work with XXXX  to take payments, so I asked if that was the case why did I not get notified of any of this, she then included saying it was a mistake in my routing info being wrong and I said to her that when you put wrong banking info it does not let you continue, I had already put a wrong number and had to re do the autopay again.the page would notify me something was wrong and would not let me proceed until the bank info matched my name for what was being filled out. I told her that I put everything down correct and the page said success then went to step 3 out of the 3 steps which was showing youre done! You have successfully set up automatic payments with a summary attached below stating the payment date I had selected. She filled out a dispute and said that I would receive a letter in the mail in conclusion to the investigation that would be held, but I dont think its ok that I did everything correct and got notified by them of these successful entries and ended with a late payment and my credit score impacted. I asked her for if I would receive an email or something to conclude what we had just spoken about she said no she could not provide an actual confirmation number besides her own work ID number XXXX she said to just wait for the mail.

Company response to consumer: Closed with explanation