Consumer complaint received 2022-01-05
Company: EQUIFAX, INC.
State: AZ
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: Investigation took more than 30 days

Complaint:
We closed on a XXXX refinance mortgage around XX/XX/2021 with our first XXXX payments successfully processed by bank draft originating from our XXXX checking account. I've attached the proof of payment from XXXX - XXXX of 2021. The XXXX payment was rejected by XXXX with no explanation as to why it was sent back to our bank. The payment left our account on XX/XX/XXXX and returned on XX/XX/2021. 

When I realized that the XXXX payment had not posted with XXXX, I called the servicing department at XXXX and spoke with an agent. She did not know why this had occurred either, and she said that she would forward the question to their " research '' department for further investigation. I never heard back from " research ''. I was away the month of XXXX and assumed my bank would have re-submitted the draft, which it did not. The auto payment draft for XXXX 's payment had occurred as expected from our XXXX account but was rejected by XXXX, again without explanation. 
Again I called XXXX and all the servicing agent could tell me was to contact my bank. I did have a meeting with XXXX bank and they determined that the funds being rejected was coming from XXXX, nothing to do with the bank drafts sent automatically from our bank account. 

Meanwhile, an inaudible voice message was left on my husbands phone messaging system. He thought the message was a marketing call from XXXX XXXX. He says he could not make out or understand the broken XXXX message that was on his voice mail. 

I received no phone call or email or snail mail from XXXX during this whole time. Nothing was mailed to us except our normal monthly statements. There was no attempt for XXXX  to contact me, even though I was the XXXX attempting to get information from XXXX. I've attached an email dated XX/XX/2021 again attempting to learn what was wrong and why XXXX payments had been rejected. I never got a reply. 

I will also attach the emails between myself and XXXX 's servicing people. 
After contacting the servicing department for the XXXX time, we were told that letters were mailed to us to notify us of the change in payment instructions. We did not receive any letters from XXXX with this information. 

All our attempts to rectify the 30 day late payment has not resulted in a reversal of XXXX decision to report to the credit agencies. We have had SEVERAL mortgages and we have NEVER been 30 days past do on any loan. We have ALWAYS received a letter from a mortgage company when the loan is sold, transferred, or when there is an update to the account number. XXXX says they sent emails to my husband, which he DID NOT GET. He as checked everywhere in his emails and he has not gotten any such account number change emails. Nor did I. We did not receive notification by US mail either. I had no idea of the loan transfer. Prior to this 30 day late report, our credit score XXXX, this 30 day late report has lowered it to where getting another mortgage is out of reach.

Company response to consumer: Closed with explanation