Consumer complaint received 2019-06-02
Company: EQUIFAX, 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 information incorrect

Complaint:
I've been using XXXX XXXX for months and although it's a great company and they supply great perks and benefits - I've had multiple issues with payment processing and withdrawals with their company = Along with incorrect updates and supplies of certain information and it's caused issues with my credit. 

Back in XX/XX/XXXX - I had a payment that was due to withdraw on XX/XX/XXXX - The way their company works is everything is ACH automatic when you have their loan and the expectation is if the money is in the account the money should come out. The withdrawal for that day was just stuck on processing in the app and I called to speak with XXXX because not only was my XXXX XXXX XXXX membership not active but the payment for XX/XX/XXXX was stuck on processing still. I mentioned all of this information with XXXX on XX/XX/XXXX @ XXXX XXXX and he mentioned the payment was fine and refreshed the app. Once the app was refreshed - I had access to XXXX XXXX and the payment statuses were correct. 

Move forward to now and XXXX XXXX has reported me as being 30,60,90 days late for my payment on XX/XX/XXXX. I will show that online it shows the payment never being paid but in the app - ( Which is what XXXX XXXX requires you to use to take advantage of XXXX XXXX ) There's no visibility of the payment ever being missed- So, I would never know of their being a missed payment of any sort. All payments were made on time with XXXX XXXX and I enjoy what they offer me but the way the payment processing and credit reporting works was not working correctly at the time. My app was showing processed and never actually showed me missing a payment. It wasn't until recently that I went on and saw that I missed a payment ; as it was added to my Equifax credit recently and logged in on the computer to see a missed payment, That information doesn't show as being missed in my app and the XXXX interface is app dominant - Not computer dominant. 

Even if the payment was missed there are three instances where it still should've have been reported as 30,60,90 1. The payments are made bi-weekly but credit lateness 's are not reported until 30 days late - So, even if the payment was missed ( which I wasn't aware of because the app showed processing ; and after my phone call-Did n't show it as being late at all ) When a consumer goes and pays a monthly payment - They can't pay above what's already missed because that's never allowed and it doesn't even make sense. If my car payment of XXXX is due on the XXXX and XXXX of every month but my XXXX on the XXXX is missed. If my payment on the XXXX comes up - My payment will automatically apply to the missed payment on the XXXX and if that was done all the way until I paid off the loan in full ; technically I was never late on any payments because they're paid every 2 weeks. So, I would be 14 days late on the payment up until I paid the loan off but the timer would reset every time I made a payment. It would never actually reach 30 days. So, it doesn't make sense to go in and report a consumer 30,60,90 days late for a missed payment and continue processing further payments ; without applying it to the late payment or paying the overall " due '' for the previous week. 

2.Typically, if a payment is missed - It is re-initiated automatically for re-processing and that is definitely something that is expected if I'm required to do ACH 3. If payments are coming out automatically and the way of the consumer checking to see if payment is fine or not is by app and the app shows it's fine or processing The information supplied on that app should be correct I love the XXXX  app because it's a great product but this is a huge mistake and error that is extremely detrimental to ones credit and no credit or banking etc.. Skip over a missed payment and pay a payment ahead of what was missed. It's like drinking out of a cup before you put water in it ... Doesn't make sense and no companies operate this way The late payment of 30,60,90 needs to be removed because yes ; even IF I missed the payment - I was still paying bi-weekly on every payment after that and it's not possible to go 30,60,90 while making payments and your account being current. That's not possible. If my account went 30,60,90 days late the account would have been in default - This needs to be corrected

Company response to consumer: Closed with explanation