Consumer complaint received 2021-06-23
Company: Experian Information Solutions Inc.
State: AL
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:
I attempted multiple times to pay off a balance on my XXXX XXXX  credit card via phone BEFORE I was turned into the credit bureau as delinquent. I had lost my statement during a move and did not know my account number to be able to login and pay online. I called in and explained the situation multiple times and attempted to pay it off over the phone. However, they would not give me my account number so that I could pay online and said my only option was to give them my checking account info or debit card info via phone to make the payment or wait for the next statement to come in the mail. I wasnt comfortable giving my checking account info over the phone. I was told by multiple employees, during multiple phone callswhere I attempted to pay it offthat, in that case, my only option was to wait for the next statement and there would be no repercussions as long as I made a payment before XX/XX/XXXX. They said I should receive my statement on Monday, XX/XX/XXXX and I agreed I would get my account number off of it and pay online immediately. Next thing I know, XX/XX/XXXX I get an alert that I have been reported as delinquent and my credit score dropped XXXX points after long-time excellent credit history. I tried to dispute with Experian and XXXX XXXX, neither have resolved the issue and cleared this false report from my credit report. According to the FAIR CREDIT REPORTING ACT and the FAIR AND ACCURATE CREDIT TRANSACTIONS ACT, this is an injustice and I was wrongfully reported due to false information given from employees. I was given false information that there would be no repercussions if I waited until the next statement, to pay. They would not give me my account number so that I could pay online, where I felt comfortable to give my personal checking information through a secure website. I attempted to pay multiple times and was reassured by every single employee from both XXXX XXXX and XXXXXXXX XXXX  that I spoke with on multiple occasions that everything would be fine as long as I paid once the next statement came, before XX/XX/XXXX. Had I known my account was being reported as delinquent and they were giving false information, I would have, reluctantly, given my checking info via phone as a last resort. I take my credit score and credit history very seriously, as you can tell when you review my history of on time payments and excellent score. Previously excellent, before this incident. 
The next statement arrived on Monday, XX/XX/XXXX, just as the employees stated it would and I paid the balance off in full just as I stated I would. 
According to federal law, FCRA and amended FACTA, this is an injustice and should be made right. XXXX XXXX XXXXnd XXXX XXXX should be held accountable and they should correct this matter. 

I attempted to dispute through Experian and all they did was add a statement to the delinquent account, but the delinquent account remains and my score remains impacted. 

I attempted to resolve with XXXX XXXX and XXXX XXXX  spoke with a supervisor and was told they apologize for the miscommunication but they have no control over the mistake and no one in the entirety of either company can address anything that has to do with reporting accounts to credit bureaus. They offered no solution another than saying your balance is paid off, in thirty days it will reflect on your credit report as being paid in full. 
I want the delinquent account to be erased from the report as if it never happened, my score to return to Excellent, and for XXXX and XXXX XXXX to honor their word I was given from multiple employees that if I paid once I received the next statement there would be no repercussions. I honored my word and I paid in full, just as I said I would and attempted to do multiple times via phone. They did not honor their word, from multiple employees, and it has greatly impacted me in a negative way. 
I will seek council to determine how to proceed if this is not rectified.

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 non-monetary relief