Consumer complaint received 2023-10-18
Company: Possible Financial Inc
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have not been abale to link my account to this company for the past two months and they reported the late payemnts on my credit.I sent many emails and basicly they are ignoring me.Please see below the emails that I sent them. 
Updated subject : I can not link my account I can not link my account for XXXX months and I sent you so many emails.You reported the late payments on my account since I can not link my account.Please help XXXX XXXX XX/XX/2023, XXXX XXXX XXXX XXXX, On XX/XX/XXXX you wrote me that you will escalating this issue to manager and get back to me in 2-3 days.Today is XX/XX/XXXX and I have not heard from you yet.As I mentioned in the past 2 months I am not able to connect my account in order to pay my balance and I sent you several emails in this regards.You reported late payment on my credit and it is not fault.Please take this matter very serious.This company is giving me too much trouble and I am not happy at all.Please advise XXXX XXXX XX/XX/2023, XXXX PDT Yes, please take this very seriously.You mark the late payment on my credit although it is not my fault.This is want I was trying to say.I can not connect my bank to this possible and this has been going on for more than one month.Please take this matter very seriously.Thank you Eloera XXXX ( Possible Finance ) XX/XX/2023, XXXXXXXX XXXX Hi XXXX, I'm very sorry for the frustration this caused. 

I want to assure you that we take your inquiry very seriously. Based on the information you provided, I will be escalating your request to a XXXX to research your request/issue. 

You should expect a follow up within XXXX business days. 

Best, XXXX from Possible Have questions? Click here to check out our Help Center XXXX | XXXX | XXXX | XXXX XXXX XXXX XX/XX/2023, XXXXXXXX XXXX I can not connect my bank.I do not know how to explain this to you.I can not connect my bank and you reported the late payment.How I can pay when I can not connect my bank? 
This is your company 's fault not my fault.Please let the authority know and let me know what I can do. 

XXXX XXXX ( Possible Finance ) XX/XX/2023XXXX XXXX XXXX Sorry for the difficulties you're experiencing, XXXX. 

I totally understand your concern, I am a customer myself and I don't want to experience and feel the same way too. 

Possible is bound by federal regulation to report accurate information. When payments have exceeded that grace period, it is considered late by the credit bureaus we report to. 

In the meantime, we recommend that you take care of your payments as soon as you can to prevent further damage to your credit score. While previously incurred negative marks can not be reversed, a paid-off or closed loan will still reflect better on your credit report than overdue payments that remain unpaid over extended periods of time. 

Also, I've checked your previous email with us and it looks like we're trying to help you connect your bank in the app so we sent you a link to connect your bank, however, if you have any issues completing the request, we suggest keeping in touch with us so we can help troubleshoot this issue further. 

While you have me, let 's try resetting your account with our bank partner. I have gone ahead and adjusted some settings on my end to see if that will help fix this issue. I've sent you a request in the app which will let you link your XXXX XXXX account. 

Please force-close the app, restart it, and then try linking your account again. 

Additionally, please try uninstalling and reinstalling the app to ensure that you're using the most recent version and to prevent app errors from previous versions from occurring. Alternatively, you can also try using our web version of the app. 

If the problem continues, please provide a screenshot of the error you are encountering so I can better diagnose the issue. 

Hope to hear from you soon! 

Best, XXXX from Possible Have questions? Click here to check out our Help Center XXXX | XXXX | XXXX | XXXX | XXXX XXXX XXXX XX/XX/2023, XXXX XXXX I still can not connect my account.Please advise? 

On Wed, XX/XX/2023 at XXXX XXXX XXXX XXXX wrote : My account is still not connect it.It is not my fault.Please remove the late payment and let me know how I can pay this.Your customer service is a disaster.I am going to report you if you can not fix this issue.I have been dealing with this problem for a month and you did not do nothing. 

On Wed, XX/XX/2023 at XXXX XXXX XXXX XXXX wrote : It is has been 30 days that I am trying to pay my payment, so it is not my fault if you were not able to take the money out of my account.I emailed you several time and you could not resolve the XXXX would like to fix the late payment on my credit first.I have all the documents that I emailed you several time and you did not address this issue.Please advise? 

XXXX XXXX XX/XX/2023, XXXXXXXX XXXX My account is still not connect it.It is not my fault.Please remove the late payment and let me know how I can pay this.Your customer service is a disaster.I am going to report you if you can not fix this issue.I have been dealing with this problem for a month and you did not do nothing. 

On Wed, XX/XX/2023 at XXXX XXXX XXXX XXXX wrote : It is has been 30 days that I am trying to pay my payment, so it is not my fault if you were not able to take the money out of my account.I emailed you several time and you could not resolve the issue.I would like to fix the late payment on my credit first.I have all the documents that I emailed you several time and you did not address this issue.Please advise? 

XXXX XXXX XX/XX/2023, XXXX PDT It is has been 30 days that I am trying to pay my payment, so it is not my fault if you were not able to take the money out of my account.I emailed you several time and you could not resolve the XXXX would like to fix the late payment on my credit first.I have all the documents that I emailed you several time and you did not address this issue.Please advise? 

XXXX XXXX ( Possible Finance ) XX/XX/2023, XXXXXXXX XXXX  Hi XXXX, We're glad you reached out! I want to apologize for any inconvenience this may have caused you. 

I understand that you are concerned about your account as well as your credit report. Let me explain further. 

Once a payment has exceeded our 29-day grace period, we aren't able to go back and report it on time to the credit bureaus. We're bound by federal regulation to report accurate information. 

Upon review of your account, I can see here that your XXXX bank is connected here in our system. However, it appears that our payment processor has reported that your payments were returned because there's an issue with the card we have on file. 

To proceed with processing your payment, we will need to take you off debit card payments and set you up to pay via ACH, directly through a checking account or savings account. 

Could you please tell me the last 4 digits of the account number you would like to use for payments? 

Once I have this information I will select it as the preferred method or send you a request in the app to link your bank. 

In your reply, could you also provide me with a payment date that will work best so I can help reschedule your payment? Alternatively, once we successfully update your preferred bank for payments, you may also initiate the payment by using the Pay My Balance Now button in the app.

Looking forward to your response! 

Best, XXXX from Possible Have questions? Visit our Help Center : XXXX : XXXX XXXX | XXXX XXXX XXXX | XXXX XXXX XXXX XX/XX/2023, XXXX XXXX  I can not link my account This email is a service from Possible Finance. Delivered by XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with non-monetary relief