Consumer complaint received 2021-05-20
Company: EQUIFAX, INC.
State: RI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Since the start of this mortgage, XXXX XXXX has not processed my payments. Automatic withdrawals were made and reversed each time. I have called them every week at least twice a week being on calls lasting an hour or more each time. They have made copious notes on the account but can not tell me why this keeps happening. I clearly stated if my credit was affected I would be taking action. I was assured credit would not be affected however as of this filing, my credit rating dropped XXXX points in one reporting! Each time they have not been able to identify the issue in processing my payments. When asked the reply has been " we don't know ''. 

XX/XX/XXXX Mortgage Payment {$1500.00} ( automatic withdrawal ) XX/XX/XXXX Returned Payment Reversal - {$1500.00} ( company had account number incorrect ; said fixed it ) XX/XX/XXXX Mortgage Payment {$1500.00} ( automatic withdrawal ) XX/XX/XXXX Returned Payment Reversal - {$1500.00} ( company had account number incorrect again ; said fixed it again but not sure why reverted to incorrect number ) XX/XX/XXXX Mortgage Payment {$1500.00} ( automatic withdrawal ) XX/XX/XXXX Mortgage Payment {$1500.00} ( automatic withdrawal ) XX/XX/XXXX Returned Payment Reversal - {$1500.00} ( confirmed account numbers were correct ; don't know why payment not processing ) XX/XX/XXXX Mortgage Payment {$1500.00} ( phoned in payment ) XX/XX/XXXX Mortgage Payment {$1500.00} ( phoned in payment ) Multiple phone calls from XXXX. Was assured multiple times a request for a supervisor to call was put in but never heard from anyone. Only received automated calls saying payment needed to be made. Spoke to multiple representatives detailing issue and notes supposedly made on account. At one time I was transferred to 'someone who could help '. After providing all my personal info including social security number and other identifying information, individual on the other line told me could not find my account. After an hour with this person, was told they don't service my loan and no idea how I was transferred to them ... this after taking all my identifying information!! I called XXXX XXXX back to relate what happened and was told 'sorry - don't know how that happened '. That was it - no attempt to fix it or find out who it was I was transferred to in order to be sure information was safe. Have been sent round and round being transferred back and forth to customer service. 
This company continues to have problems processing payment. I removed automatic payment in order to make payment over the phone so account would not be affected. They provided credit reporting bureaus with information that I have not paid but have and continue to do so but they do not process. I was declined a credit card ( rating had been in the XXXX ) because rating dropped to low XXXX ( XXXX points! ) due to their incorrect reporting and inability to rectify issues on their end. 

From the time I applied for the mortgage they were incompetent. The closing took 4 months ( XXXX ) because they kept providing the closer with wrong paperwork. It took four attempts to close the mortgage before it was done correctly. 

I have never seen such an incompetent company in all my years.

Company response to consumer: Closed with explanation