Consumer complaint received 2023-05-08
Company: Click n' Close, Inc.
State: MI
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:
On XXXX XX/XX/2023, my mortgage payment was sent by XXXX XXXX XXXX ( XXXX XXXX XXXX ) via their XXXX XXXX XXXX by mail to my mortgage XXXX ClicknClose ( CnC https : //www.clicknclose.com/ ). on about XXXX XXXX i was notified by CnC that they did not receive my payment. i immediately checked my XXXX and provided evidence ( screens shot of payment as well as routing information ) that was available in my account. CnC said they would look into it. A day or two later i called back and was told they didnt receive it. I then called the bank and after investigation, they told me that even though the funds are electronically transmitted to pay a bill, the XXXX XXXX XXXX sends checks in the mail. On XXXX XXXX I provided this information back to CnC and they informed me that since we had proof it was sent, no late fees or derogatory information would be sent to the credit bureaus. Also to wait a couple of days to see if they receive it. After speaking agian with CnC on about the XXXX of XXXX they still hadnt received the check, so i contacted the XXXX and the XXXX XXXX XXXX and had that check cancelled as lost and reissued ( along with my normal XXXX payment ). I immediately contacted CnC again and informed them the initial check was cancelled and reissued with the new check number. 

on the XXXX of XXXX, they still handnt receive the payments yet ( either the two new or the cancelled check ) so i went ahead and made a payment by direct transfer to them ( posted XXXX ). They informed me at this time that they were experiencing a US mail delay issue. on the XXXX ( posted XXXX ) i did the same for the XXXX payment. On the XXXX they finally received one of my mail in payments. 

About this time i also noticed that all 3 of my credit reports were showing a missing payment. I contacted CnC and was told they would correct it, it did not happen and after multiple contacts by their internal messaging and phone. at this time i submitted disuptes with all three agencies. all three were initially closed out stating that the information received from CnC was correct even though i provided screenshots and messages from CnC stating that they were correcting it. i opened 3 new disputes with more informaition stating the same. at this time i received a formal letter from CnC stating that the issue was related to a US mail issue and that it was reported as corrected on XXXX XXXX to the credit bureaus. shortly after XXXX reversed the derogatory information and corrected my score the other two were still incorrect. 

I contacted CnC to let them know that it is still showing as incorrect and they said i would need to provide proof via a full credit report to submit another correction or i could wait another month to see if it changes. these derogatory notes are severly impacting my credit scores and is not being resolved in a satisfactory or timely manner. 

1. CnC violated the FCRA by incorrectly reporting a missed payment knowing it was a mail issue on their side and lying to me about it being reported in the first place as well as me having to contact them multiple times to try and get it resolved. 
XXXX. XXXX XXXX XXXX. either they lied about contacting CnC about the issue, or CnC lied to them about it being reported correctly as a missed payment.

Company response to consumer: Closed with explanation