Consumer complaint received 2020-05-12
Company: Experian Information Solutions Inc.
State: CA
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:
As of XXXX XXXX I called in to make my minimum amount due on my account. I discovered that I was being reported late to credit bureau XXXX and XXXX 30 days past due. 

I enrolled in an hardship program. When I call the automated line it says nothing due, no minimum amount due. I spoke to several people on XXXX XXXX with different stories. 

The first department insisted that when I call in, it is not reflected correctly. I indeed have a past due of XXXX dollars. The lady was getting irate so I asked to transfer. I called back and was given to the hardship line. 

The lady said it was kind of confusing to explain what was happening to my account but she basically said that when I enrolled in a hardship program in XXXX, that the system was doing it for the next billing cycle ( not with my knowledge ) and that is why my account was being put in the bucket of past due. She indicated even though I was paying the min amount due it really was not the amount due. I paid XX/XX/XXXX what it said my min of XXXX would be and my payment is due XX/XX/XXXX. I was marked ay 30 days late because even if the phone system said XXXX dollars my payment really was missing an extra XXXX dollars and some change. 

I said that this was unfair and I would like them to open a dispute. She indicated that they are not trained on credit and how it works so she could not do anything but direct me to this address to dispute : XXXX XXXX XXXX XXXX ohio XXXX I believe this company practice is unfair. In enrolling in a hardship program they said my min payment would be reflected. They did not tell me of next billing cycle. I believe a company should fairly also tell you what is past due. If their own system is telling me that my payment due is XXXX dollars, I hit pay that. If it told me XXXX dollars I would of happily hit that too. I don't believe it is fair for XXXX associates to tell me that the phone system I call in to make my payment is wrong- I clearly call in and that is what it tells me to do. If it is wrong, then XXXX should own up to advertising me the wrong amount due. 

I have asked this to be emailed to me, have asked to be escalated a supervisor but they indicated they can not contact me via email. The only thing they can do is send me the letter where I did enroll in hardship. 

I did verify my address as well as I am not getting statements. If they miss my apartment and do not put F in front of it, it goes to another building. They are not helpful in this matter and it should not be my fault if their computer takes time to process. Maybe ( understandable ) they are being overwhelmed with people in hardship programs but it should not be our fault that we are being marked if their computer systems can not keep up. 

I only have phone conversations - I can also supply dates I have paid on my bank but please reach out directly.

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