Consumer complaint received 2019-05-20
Company: Experian Information Solutions Inc.
State: TN
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: Problem with personal statement of dispute

Complaint:
I am writing for assistance in regard to my rights under the Fair Credit Reporting Act. I believe my credit has been unfairly tarnished regarding a supposed late payment for the mortgage on my residence. My wife and I are the original and only owners of this property since XXXX. We have NEVER been late on our mortgage. 

In XXXX of XXXX, our house payment was tendered to XXXX - our current mortgage holder. Both my wife and I received the confirmation emails from XXXX that we routinely receive upon tendering our mortgage payment. Late that month, my wife became concerned because she noticed that the funds were never withdrawn from the bank account that we had tendered payment from. She then called XXXX and was given a huge runaround via phone before she was able to speak with someone who merely told her that the payment didnt go through and that we were now late on our payment. We explained that we had received confirmation emails that our payment was received and that we had received no notification from XXXX that anything was amiss in our account. The XXXX rep stated that its probably a problem with our bank. I explained that we have never had this problem before. The rep was not helpful at all. She suggested that we re-tender payment again. We did this - now including our XXXX payment - which would be 2 months of payments since we were supposedly in arrears for non-payment. We once again received confirmation emails that our new double ( two months ) payment has been received by XXXX. Once again - a week later - we noticed that funds had still not been withdrawn from our bank. We called XXXX once again were told that the problem was ours and that there is no way it could be XXXX fault. They stated that our account was not working with XXXX system and that payments could not be tendered via this account. When I explained that we have never had any issues tending prior payments via XXXX portal. We were somewhat rudely told that this was not XXXX problem and that I needed to tender payment immediately via another account to avoid further negative action against us. I immediately tendered two months worth of payments of XX/XX/XXXX via a different bank account. Payment was once again acknowledged electronically by XXXX On XX/XX/XXXX and without warningthe prior double payment tendered from the account that XXXX stated was not working with their systemsuddenly was withdrawn by XXXX   from our account. 

Bottom line is that XXXX ended up drawing 4 months worth of mortgage payments from two of our bank accounts in the span of about 5 days. 

The egregious thing in all of this was that I begin receiving credit alerts from credit monitoring software that there was now an adverse mark on our credit report for a late payment. We filed a dispute that we were not late but got a notice back saying that XXXX stated we did not pay and that the derogatory mark stands. 

I called XXXX and was just told it was too bad and that the credit bureau ruled in their favor. 

This is grossly unfair. We made every attempt to tender timely payments and can prove that. XXXX   communication has been poor and at timesnon-existent. 

What has made this worse is that I received notice from a third-party bank that I use for business purposesthat the interest rate on my business credit line has been increased due to a derogatory mark on my credit report due to a supposed late payment on my mortgage. 

These are predatory practices and we have been ignored by both XXXX and the credit bureaus. My credit has been tainted irregardless of the actual facts of the situation. 

I am truly hoping you can help us. My understanding is that there is consumer protection under the FCRA that protects consumers like us against things like thisincluding financial penalties against incorrect reporting against a consumer. I would rather not go on a social media campaign. I really hope you can help us get this settled. We really just want this derogatory mark removed from our credit reports. XXXX was radically unhelpful through this process and has not operated in good faith at all. 

Documentation has been included that supports this overview. 

Thank you for your time and consideration.

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