Consumer complaint received 2019-02-15
Company: Experian Information Solutions Inc.
State: TX
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:
My name is XXXX XXXX. I have a joint account, along with my wife, with XXXX XXXX XXXX ( XXXX  ) for a XXXX XXXX XXXX. On or about the 1st week of XX/XX/XXXX, I called XXXX to make a payment toward my account. At that time the payment I was making was going toward the previous month 's bill which was a few weeks behind, but still within the 30 day period. The new month 's bill was going to be due soon and I was offered by the representative to take advantage of a deferred payment option that I was eligible for. I accepted the offer and provided all the info needed ( email address ) to get the necessary documents sent to me. I asked how long will these documents take to arrive and I was told 48 to 72 hours. I waited and the documents never arrived. I called back multiple times and every time I called I was told that my request was not accepted because I had not returned the documents in time. This happened several times and every time I informed XXXX that I had not yet received the documents. At this point it is early XXXX and I received a notification from my credit report that my payment was now late and that it was negatively impacting my credit score. I called XXXX once again and I was told that since they report every 30 days, to the credit bureaus, it would be impossible for me to receive that notification because they would not have reported that yet. However they were wrong and I now had a late remark. I then requested these documents once again and once again they did not arrive. I called and complained several more times about this and finally demanded that someone stay on the phone with me while the documents were emailed ( a request previously denied ). At that time I received the documents while on the phone. I immediately filled out the paperwork and faxed it to them 10 TIMES intentionally, and also mailed it to them directly! In XXXX I made XXXX aware of the faxes and mail and called in periodically to make sure they received it. At this point it was mid XXXX and I received another notification of late payment on my credit report. I called XXXX again and asked to speak to management and after many demands for accountability, I was told that my document was received 2 weeks earlier on XX/XX/XXXX! The manager I was speaking to could not explain why the account had not been updated and was, " looking into it ''. I was then told that I would receive a call or email when the account was updated and I never got that call or email. I called them back in XXXX to check up on the account and still it was not updated. Once again I was irate. I demanded the account be updated immediately and it was, but my credit was still showing 30/60 days late. XXXX all this time I was in the process of purchasing a home. There was earnest money put down on a home. Due to this ongoing issue with XXXX I lost the opportunity to purchase the home and have been trying to retrieve my earnest money back ( $ XXXX ). The account internally with XXXX shows NO LATE PAYMENTS. However they have not reported this to the credit bureaus. This " mistake '' has lowered my credit score and my wife 's credit score over 400 points collectively, over the course of 5 months. In one instance my score dropped a whopping 84 points due to this very negative report. This is not only frustrating but it is hindering my family from receiving better interest rates on loans in the future and more importantly pushing my home purchase ability further back. I also know that companies like this use these kinds of tactics to ensure return customers who may need bad credit loans in the future. I need XXXX to make the necessary changes on my credit file IMMEDIATELY! I was completely misled when the original offer was made to me. I did not request the deferred payment myself. Furthermore in an effort to deescalate the situation I was lied to multiple times about how their reporting to the bureaus is done. I was lied to multiple times on how the documents would be sent to me and I called them out on their misleading comments. This is completely unacceptable and now in XX/XX/XXXX, it continues to affect my credit and my wife 's credit with XXXX not doing anything to correct the issue.

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