Consumer complaint received 2022-02-18
Company: Experian Information Solutions Inc.
State: CA
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:
On XX/XX/XXXX of XXXX, with the help of XXXX  customer service representative, I enrolled my XXXX  credit card in Autopay on XXXX  website using my checking account with XXXX, please see documents attached. The same day I signed up for electronic statements. 

On XX/XX/XXXX of XXXX, I received a statement from XXXX that my balance is due. Nothing on that statement yielded that my autopay did not go through, and I am past due on my bill, see documents attached. Not a single alert about my account being past due came from XXXX. 

The next day I received and alert from XXXX and Experian that my score dropped XXXX points due to the red flag posted by XXXX. In twenty years I never missed a payment, and always had an above 800 credit score. I paid my bill immediately using the same autopay account ( already in XXXX  system ). My XXXX account was processed immediately for the outstanding amount, see documents attached. I called XXXX numerous times to no avail. 

On XX/XX/XXXX, I filed an online dispute with Experian credit agency. 

On XX/XX/XXXX at XXXX, I finally got through to speak to a XXXX representative. I informed him of the situation. The representative told me that I never had an autopay account, luckily I could prove that an Autopay account was, in fact, created on XX/XX/XXXX. I have a conformation message about enrollment in Autopay generated by XXXX, see documents attached. That day, I was also on the phone with the XXXX representative who was guiding me through an autopay set up process. 

On XX/XX/XXXX, during my conversation with XXXX representative he gave me the report number XXXX. XXXX  representative assured me that they posted a note to Experian agency, as he stated they put a red flag due to misunderstanding. The representative assured me that XXXX will look into my call to set up an Autopay on XX/XX/XXXX of XXXX, and that someone will follow up with me. No one from XXXX ever called. 

On XX/XX/XXXX, the dispute results from Experian came. The Experian stated that XXXX balance shows as outstanding still ( as I never paid it ). Please see the attached documents that confirm that I paid the balance in full the same day I learned of the account being past due. I hoped that Experian will be able to solve this ; however, the red flag posted by XXXX was never removed, and Experian did not change the status of my credit. 

I am determined to solve this problem. Ive always had an outstanding credit history, and never was late on any of my payments. I enrolled my XXXX credit card in autopay due to convenience, as I have all of my other accounts. I have never experienced problems with autopay until XXXX. 

Please, help me solve this situation. 

Best, XXXX XXXX ( XXXX ) XXXX

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