Consumer complaint received 2019-06-05
Company: Fidelity National Information Services, Inc. (FNIS)
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Their investigation did not fix an error on your report

Complaint:
The record reported by XXXX XXXX XXXX on XX/XX/XXXX to my XXXX  report needs to be removed : 1. TherecordresultedfromtheirinternalfailuretoaccuratelyrecordmyreportonXX/XX/XXXX that any payment from XXXX is unauthorized. They admit in their letter dated XX/XX/XXXX that verbal notice was given : ( Excerpt from letter ) " On XX/XX/XXXX the credit union received a written recurring stop payment order on ACH online payments from XXXX ID # XXXX, indicating the member wants to stop all future payments and further indicating that a verbal notice was received that any payment from XXXX after XX/XX/XXXX is unauthorized. The only ACH payment to date that was paid was on XX/XX/XXXX, '' I was told by the agent I spoke with on XX/XX/XXXX that I would be contacted if anything further was needed. I never received anything from them stating they needed additional information, nor that there was an issue with this rarely used account until August when I was told I had to submit a written stop payment order ( which was obviously AFTER the 8 unauthorized XXXX  transactions were allowed to hit the account resulting in the 8 overdraft fees that XXXX XXXX XXXX sent me to collections for. ) Had this issue been the only instance of negligence on their part, I would understand this could be interpreted as an anomaly.

2. However, thereisasecondandthirdinstanceofnegligencenotedintheirfaxdated XX/XX/XXXX, and the letter dated XX/XX/XXXX : 2.1. As noted in the fax of XX/XX/XXXX by XXXX XXXX, the Collections Clerk for XXXX XXXX XXXX, they again neglected their proper duties and failed to report that the account was paid : ( Excerpt from letter ) " However the notice of receiving the funds wasn't brought to the attention of the right person/department that handles the charge off report. This now has been taken care of, please report on XXXX XXXX that XXXX XXXX  XXXX charge off checking has been paid in full. '' 2.2. As noted in the letter of XX/XX/XXXX by XXXX XXXX, the Director of Compliance for XXXX XXXX XXXX, they neglected to refund one of the NSF fees as their entry of XXXX on XX/XX/XXXX fell within the 60 day calendar window of my written claim dated XX/XX/XXXX. ( Which by that reasoning, all the entries from XXXX for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX would have fallen within that 60 day window. ) 3. The three aforementioned failures on XXXX XXXX XXXX   to follow proper protocols are pieces of evidence make it clear that XXXX XXXX XXXX failed me as a customer of their credit union when : 3.1. On XX/XX/XXXX when I first reported the unauthorized charge from XXXX, the representative did not complete the request properly, hence allowing future unauthorized charges from XXXX through.

3.2. Never sent any notices that the unauthorized charge needed further attention.

3.3. Never sent any notices that there were charges coming through over drafting the account.

3.4. In XX/XX/XXXX when I sent a written request to stop payment, they again failed to inform me that there was an outstanding balance that they were going to send me to XXXX  for ; the representative I spoke to again said theyd handle everything and let me know if anything else was needed, there was no further communications.

3.5. Finally, in XX/XX/XXXX, after being made aware of the balance owing per a XXXX report, I paid the NSF fees for the unauthorized charges that were supposed to have been returned.

3.6. In XX/XX/XXXX, they admitted that the balance paid was internally misfiled and never reported as paid to XXXX.

3.7. In XX/XX/XXXX, they admitted that after receiving my written request for stop payment, they should have refunded one of the NSF fees, but again, failed to report due to negligence on their part.

All this evidence clearly points to a failure in XXXX XXXX XXXX protocols that left me, as the customer : without the stop payment protection / unauthorized transactions protection I had submitted, with an unknown overdrawn balance on a rarely used account, that they reported to XXXX  ; in turn hurting my clean record which had NO reports.

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