Consumer complaint received 2017-12-14
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
On XX/XX/XXXX, I filed this same complaint in reference to XXXX XXXX and them reporting incorrect information to the credit bureaus. Complaint # XXXX XXXX XXXX did respond and say they would correct the credit bureaus. I did verify this and it was fixed. 
Today I was notified by one of my credit cards that they were reducing the credit limit on my credit card due to late pays reported. I requested copies of my credit report and XXXX XXXX has once again put this incorrect reporting back onto my credit reports. This is so unfair to me and I am now being hurt financially over it. I need this to be fixed and not continue to be added back onto to my credit report again. This is a copy of the original complaint I filed on XX/XX/XXXX : XXXX XXXX is reporting to all 3 credit bureaus that I was 30 days late twice. Once in XX/XX/XXXX and once in XX/XX/XXXX. Both are incorrect and XXXX had corrected the XX/XX/XXXX mistake but now they have put it back on my credit report. I will start with the XX/XX/XXXX incident first. On XX/XX/XXXX I went online to XXXX XXXX 's website and requested a payment to be made for my XX/XX/XXXX payment. I was outside the 10 day grace period so I included the late charge. I received a confirmation showing the amount of the payment & the bank account being used. On XX/XX/XXXX I received a letter in the mail from another bank account I have stating that I had been charged {$35.00} for a returned ACH payment. I called the bank to see what was going on because I had n't used that account in several months. The bank told me that XXXX XXXX requested an ACH payment & there was enough money in the bank. I then called XXXX to see why they used the wrong bank account. I told them I could fax them a copy of the confirmation I received, showing the amount of the payment and which account should have been used but whoever I spoke to told me not to worry about. They could see the payment request from XX/XX/XXXX so I gave them permission to run it through again that day, XX/XX/XXXX but to make sure they used the correct bank account. I hung up thinking everything was okay. A few days later the money was withdrawn from my bank account and sent to them. I soon discovered there was still a problem though. I use a credit monitoring company and at the beginning of XX/XX/XXXX, I received an alert letting me know that a 30 days late pay with XXXX was now listed on my credit report. I was shocked. I once again called XXXX to find out why they would do this. I was told I had n't made my XX/XX/XXXX payment and I was now 30 days late. I told them that was not correct. I spoke with someone over a week ago and the money had already come out of my account. They said they had no record of it. Not even the call I made. I can not even begin to tell you how mad I was. I had to get a copy of the paid ACH and fax it to them. I now had been charged {$35.00} for them using a wrong bank account, charged another {$20.00} to get a copy of the payment from the correct account and pay the XXXX Store a {$12.00} fee to fax everything to them. Finally on XX/XX/XXXX, my payment that I tried to originally make on XX/XX/XXXX and XX/XX/XXXX was posted to my account. XXXX XXXX also called the credit bureaus and had the XX/XX/XXXX - 30 day late pay removed from my credit report. I still, to this day, do not know what happened. I 'm not sure if they applied my payment to someone else 's account by mistake or what happened. Skip forward to XX/XX/XXXX. I live in XXXX County Florida and at the end on XX/XX/XXXX, a mandatory evacuation order was issued for my home due to Hurricane Irma.  I packed up what I could and left until the XX/XX/XXXX. I returned back home but had no power at all. My electric was not restored until XX/XX/XXXX and my cable, internet and phone was restored the next day, XX/XX/XXXX.  When I was finally able to check email, I had messages from most of my creditors. All were extremely nice and understanding. They were generic emails sent to everyone who lived in areas that had been declared a natural disaster. All of them stated they were aware of the problems we faced as victims of the hurricane and they would not charge late fees or report late payments while we were trying to get our lives back in order. A few even said they would waive interest charges. By the end of XX/XX/XXXX,  things settled down some. The debri had been cleaned up and the damages had been temporarily repaired so we were just waiting for FEMA and the insurance adjuster to come out. I finally got on the computer and began paying bills. By the XX/XX/XXXX every bill had been paid and things seemed To be a little smoother. I was still dealing with problems from the hurricane but things were getting better. The first week of XX/XX/XXXX, I was once again notified from my credit monitoring company that XXXX XXXX had reported me being 30 days late. I called XXXX and spoke with a supervisor. I asked her why they would do this?? Not only had my payment already been made but They had said they would work with the hurricane victims. She just kept apologizing saying there was nothing she could do. That they had tried to call but were unable to reach me. I started crying ... ... saying that 's because I had no power. I had no electric, phone, internet. Nothing. I was and still am shocked at how heartless this company is. After hanging up with her, I decided to contact the credit bureaus myself and dispute the late pay. I just received the response back from the credit bureaus. XXXX XXXX would not remove the late pay. All they would do is add in the remarks that I was affected by a natural disaster. Not only that but they also ADDED back in my credit report, the XX/XX/XXXX late pay that is also incorrect and they know it. This is SO unfair to me. I 've had a loan with XXXX XXXX since XX/XX/XXXX. I have never been late other than through Hurricane Irma which I had no control over. I had no way to make a payment and they told all of us that they would work with us. Now I 'm sitting with 2 - 30 day late payments on my credit report. One that is their fault for misapplying the payment and the other because of a hurricane

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