Consumer complaint received 2020-06-08
Company: EQUIFAX, INC.
State: VA
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: Their investigation did not fix an error on your report

Complaint:
The purpose of this complaint is to bring to your immediate attention the massive imposition and nightmare that XXXX XXXX XXXX has and is causing me over a lease of a vehicle I have had with them for years XXXX. The creditor is XXXX XXXX XXXX XXXX auto loan # XXXX which they have inaccurately and cavalierly reported to the credit bureaus Equifax and XXXX  a 30 day late payment on this lease on XX/XX/XXXX, XX/XX/XXXX and even now in XX/XX/XXXX - the lease is paid in full and now complete. To make matters worse, I even have a new lease with them, but they are still, as of today, reflecting my LEASE payment past due and combination of their ERRORS and gross mishandling of my account is costing me the ability to purchase a home that I am well qualified for to buy. The lender is telling me my credit score is XXXX and XXXX ; 100 % from XXXX reporting these inaccuracies. 

As an incredibly busy XXXX XXXX XXXX working long hours in the XXXX  and XXXX  at truly any hour of the day or night, I need to make my payments easy and fast. I downloaded the XXXX app on my phone to be able to pay my monthly lease online. What is beyond frustrating is that I have a XXXX XXXX XXXX  card, which connected to this app and I was able to pay every month on time without any late payments. However, due to their inadequate system, my XXXX lease would only show the balance on the app, however not allow me to pay online. I called them on SEVERAL OCCASIONS only to get the run around. At one point the representative told me that there was nothing that they could do and that I was just going to have to deal with calling every month and do it over the phone. I tried to explain to them that this was not something I could do every single month and that I needed a more efficient way of paying, however they never wanted to help or try make the payment process easier for me. To make matters even worse is that I begged them to sign me up for auto-pay on the phone. I was told repeatedly after several phone calls that I needed to sign up online. This was after I had told them nearly a THOUSAND times that my account was not syncing up online and that was the initial problem! I was finally able to get a representative to take my routing number and checking account number after calling them over and over again. I was told that I was enrolled in autopay until the next month, when I received an alert on XXXX XXXX saying that my credit score had dropped. When I looked, I saw that it was XXXX! I couldn't believe that audacity! I called them immediately and I was told that they had no record of me signing up for autopay. This company does not value their customer or their word. Looking back, I should have never signed up for a another lease with them at the end of XXXX for a new car. Once this lease term ends, I will never be doing business with this company again. Sadly, I'm doing payments over the phone AGAIN with this new lease and have just given up with trying to do it online or through auto-pay. 

I am a XXXX  working every single day treating COVID patients. This is the last thing I want to be dealing with right now. I am trying to move my family into a new home so I am able to quarantine alone in case I am infected  with COVID and prevent transmission to my family and because of XXXX ruining my credit score, this has become an impossibility. I need a clear head as a XXXX to deal with the current climate that we face in this pandemic and instead I have to waste even more time dealing with XXXX 's careless mistake.

Company response to consumer: Closed with explanation