Consumer complaint received 2020-09-24
Company: Experian Information Solutions Inc.
State: NY
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:
XXXX XXXX XXXX inaccurately reported to the Credit Bureaus hence affecting my credit score drastically. My monthly bill was due on the XX/XX/XXXX after a Covid-19 payment agreement with XXXX. On XXXX in the midst of Covid-19 and in light of agreement I made a payment of {$1700.00} ; This action, according to XXXX 's mobile app left me with a balance of {$1000.00} due on XXXX. On XX/XX/XXXX I received a notification that my credit had decreased by 70 points upon inspection XXXX XXXX had reported that my account was 30 days past due. I inquired and found that on XX/XX/XXXX my account balance due was {$2300.00} of that balance however {$1300.00} was the auto-generated bill for the XXXX of every month. According to the screenshot I took, this total balance was due on XX/XX/XXXX and included a one day past due balance of {$1000.00} ; since that amount was to be paid on XX/XX/XXXX. I paid {$1100.00} on XX/XX/XXXX {$96.00} in excess of the amount. ( My reason for including the excess will be clear as you peruse my missive ) I immediately contacted XXXX XXXX. I asked the customer care rep. on a recorded line if they were having issues with their system and was told that as a result of covid there were some billing issues. I could have attested to that because in light of the covid arrangement I was still receiving auto generated messages of my monthly bill being due. I sent the customer care rep. screenshots with date stamps to verify that their reporting was inaccurate. That representative consulted with a manager who escalated the issue to the credit reporting department for correction. I was given all indication that this would be done given the mistake. For on that call we ascertained that if my account was 30 days past due my total balance would have been {$3700.00} of which {$2300.00} was past due. At that point I was tempted to complain to the Consumer Financial Protection Bureau, but given my relationship with XXXX and having been on time on all my bills I chose to give them a chance to fix the error given the reassurance from the representative I spoke to. I was further appalled when on XX/XX/XXXX my credit dropped by another 59 points. When I checked it was because XXXX XXXX, again adding insult to injury reported that I had a balance increase of {$48.00}. Upon further inspection, they were claiming that my past due balance was shy of {$48.00}. The irony of it all is that on XX/XX/XXXX my past due balance was paid in excess of {$96.00} which further proved the inaccuracy of their reporting. I again contacted XXXX XXXX XXXX to bring to their attention the domino effect of their blunder on my credit. I was then informed that my case was reviewed and they could not make the changes. I then inquired if the time and date stamped screenshot of the mobile app balance which I always used to monitor my expenses was reviewed by a human being who had basic common sense or my case received a generic computer response to protect the reputation of XXXX XXXX. Upon realizing at the level there was not satisfaction to be had I chose this approach. To think the trauma of it all would end there, I got a notification that my credit had dropped even further by 4 point, because XXXX saw the inaccurate delinquent note posted by XXXX and dropped my credit limit by {$5300.00} a decision that could only be reversed if XXXX corrects its mistake. One blunder led to another and as the consumer I am made to suffer, because the XXXX refuses to own this mistake. In America credit is life, to have my credit butchered by 133 points due to a blunder on the part of XXXX XXXX is unacceptable. I need your help to have this issue resolved given my record with XXXX has been stellar before this misgiving.

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