Consumer complaint received 2022-11-22
Company: EQUIFAX, INC.
State: FL
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:
After my XXXX payment, I attempted to set up auto pay, which I later found out was not set up properly. Prior to that, I paid my payments monthly around the due date. Prior to the XXXX payment, XXXX would send me emails every month letting me know my payment was due in 5 days. After setting up auto pay, or so I thought, these emails stopped. I have not received any email from XXXX about anything since XXXX. I assumed, incorrectly, that this meant my payment would be paid automatically. That did not happen. So, I missed my XXXX payment as a result. To this date, I have not received any email correspondence from XXXX letting me know my payment was late. I would have missed the XXXX payment also, but XXXX reported me late to the credit bureaus on XX/XX/XXXX, which I received prompt notice of. I immediately logged on and made both my XXXX and XXXX payments. XXXX called me XXXX time on XX/XX/XXXX, from a toll free number that actually came across as " Unknown '', to let me know my payment was apparently late, but the voice mail only stated they wanted to talk to me about my account with them. I assumed, incorrectly yet again, that it was a sales call. Had anyone let me know I was late I would have immediately made the payment. I have not missed a payment in well over 15 years. I had the money to make the payments. And I thought the auto pay was set up. When I finally was able to speak with someone from XXXX to try to get this resolved, the person told me that they were calling me over and over about this. That is a flat out lie. They called me XXXX time again on XX/XX/XXXX, which again came across as " Unknown ''. Not once did they say my payment was late. They also claim that they spoke to " someone '' on XX/XX/XXXX, but again, that is a flat out lie. They did not speak to me or my wife. They did not call either number. 

I made the payments on Thursday, XX/XX/XXXX for XXXX and XXXX. I then set up auto pay a day later. I have not received any correspondence from XXXX that the auto pay has been set up. I asked why they didn't send me any correspondence letting me know auto pay had been set up. The response that I received was that they don't do that. Every reputable company other than XXXX does that. Every company will also attempt to contact you multiple ways to get their payment. XXXX only called twice. They claim they called more than that, but that is not true. 

Plain and simple ... if my auto pay had been set up like I thought it had been, we wouldn't be in this situation. Since my auto pay was not set up, my emails every month letting me know that my payment was due should have continued. XXXX stopped sending me my payment due emails in XXXX for some reason, but they won't tell me why because they know it would show that XXXX dropped the ball with my auto pay. They also claimed they talked to " someone '' on XX/XX/XXXX, which is 100 % false.

Company response to consumer: Closed with explanation