Consumer complaint received 2021-10-25
Company: Experian Information Solutions Inc.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have a card with XXXX Visa for several years. I have paid this card on time or early every month. II have never been late on this. I have not used the card, however they charge me {$6.00} a month just to use the card? XXXX and XXXX I just went in on the XXXX of the month and " scheduled '' a payment to pay the {$6.00}. I have not had a balance for sometime and I always pay this way. I do not like auto payments as I have found errors before and feel this is the safest way. Unfortunately, my payments for both months apparently did not take. I had no knowledge of this for the following reasons : 1. I never received an communicaitons from the Company saying I was late. The first I heard of it was last Thursduay and was told I was sent to collections. I was shocked! I asked why I received no word of this, and they couldn't offer any information re : that because they never did. Most companies send out reminder letters or call, in this case nothing. I immediately paid the amount which had an assessed late charge on it. I then received 2 more email the next day stating my balance was past due! Funny how I got those but nothing prior. 

2. My payment history was that I either paid on the XXXX or or I paid early. I have not had 1 payment late with this compnay EVER. Why would I miss a payment for {$6.00} to ruin my credit. This makes zero sense to me. I asked to speak to a supervisor, they stated they would have one call me. This never happened. They said within 24-48 hours I waited with no call coming in. 

3. Today I called and was basically told they could do nothing but remove the late fee mean while they have a ding on my credit report. 

4. Most upstanding companies communicate with their customers, however, XXXX Visa does not until " it's too late ''. It's almost like that is their ultime goal. 

5. I have submitted paperwork to them and do not feel I will get any where with them, but feel they should be looked into. 

6. When I asked why did you contact me? Crickets! I looked through all my emails and there was nothing. Nothing received via mail. 

7. I mailed a letter with informaiton to them on Thursday directly and have attached my documentation. 

8. After receiving the call I immediately went in while on the phone with them and paid it and I still after paying it I received 2 different emails within 5 minutes of each other stating my payment was late! Funny that they sent those but never sent anything else prior. 

I am very frustrated by the way this company treats its customers. You can not speak to anyone with authority and all you get is someone who reads from a script! 

I would like to have this company checked into for their businesses practices and also hopefully they will do the right thing and reverse this on my credit report for {$6.00}

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 non-monetary relief