Consumer complaint received 2023-02-18
Company: Experian Information Solutions Inc.
State: MD
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:
First I would like to comment My credit report states that I was late on XX/XX/2022 and XX/XX/2022. I was not late on either month in 2022. 

In XXXX I was injured and I required emergency XXXX on XX/XX/XXXX to repair a XXXX  in my stomach. I made a payment of {$330.00} on the XXXX of XXXX which was {$26.00} less than my actual payment of {$350.00}. I was unable to pay the full payment at the time because I was waiting for my short-term XXXX payments to come in the mail from California. I live in XXXX. They did not put the money in my account. Rather mailed a paper check to me every week. XXXX XXXX XXXX XXXX assessed me a {$17.00} late fee. I paid XXXX on XX/XX/XXXX including {$17.00} late fee along with the {$26.00} remaining payment for my XXXX payment. 

XXXX XXXX XXXX XXXX made an error. Instead of applying XXXX towards the late fee they assessed, they applied it toward interest paid. The {$25.00} was also applied towards interest paid. The credit report states that I am 30 days late {$26.00} in XXXX. I was not 30 days late. 

I was having difficulty with my recovery after the XXXX and in XXXX I made a phone call to let them know that I was having difficulty with my payment because the short-term XXXX insurance company was reinstating my XXXX for an additional XXXX weeks and again it was taking time to process and mail those checks from California. 

I called XXXX XXXX XXXX XXXX on the XXXX day of the cycle. I asked him if there was any opportunity to skip a payment. The representative put me on hold and he returned and said that since I was a good customer and because of my hardship they had a program for me. The representative told me he needed to make a recorded statement of why I needed to skip a payment. The representative put me on hold again. When he returned he told me that the program available for me was to take my XXXX payment splitted into XXXX payments over XXXX, XXXX and XXXX. My payment would go from {$350.00} to XXXX. And my new due date would be on the XXXX of each month for the next 3 months. I was told not to make a payment on the XXXX. After XX/XX/XXXX passed I was assessed a {$17.00} late fee. I made my payment on the XXXX of XXXX as I was told. Because I was a sister {$17.00} late fee. I was very afraid that I was going to be assess this fee every month for the next 3 months. 

XXXX XXXX XXXX XXXX agreed that my due date was XX/XX/XXXX but they charge me a late fee and marked me late anyway. I have always been a good customer and I could not believe that they were treating me like this. If they didn't have a program for me they shouldn't have offered it and if they weren't going to stick with what they promised, they shouldn't have offered it to me. 

I'm trying to purchase a home and this is the only thing on my credit report that is affecting my score and my ability to purchase a home. 
I am a 30 % service connected XXXX veteran.

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 explanation