Consumer complaint received 2019-09-27
Company: EQUIFAX, INC.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Dear CFPB, I am filing a complaint with you today to report that the XXXX XXXX XXXX XXXX 's collection team had reported a missed payment to the credit bureaus for a monthly payment of {$240.00} I had attempted to make on XX/XX/2019 for a personal loan that was due XX/XX/2019. My external transfer payment was authorized, however, never posted by XXXX. My bank, XXXX XXXX XXXX, also stated there was no rejection or block of payment for the month of XXXX on their rejection report. The Collection Manager from XXXX XXXX XXXX XXXX, XXXX XXXX, refuses to acknowledge their error and has continued to refuse retroactively removing the missed payment reporting, which has severely impacted my credit score. Can you please advise me on what rights I have as a consumer to repair the unfair action that has been taken on me? 

Please also find the email I sent to XXXX XXXX explaining my attempt to proactively amend the situation : Since XX/XX/2019 I have been corresponding with various members of your team regarding my monthly XXXX payment for my personal loan with your bank. I first proactively contacted the loan department about a payment I made on XX/XX/2019 that was authorized but not processed by your bank, asking for more information about why it had not gone through. Subsequently, your bank filed a missed payment to the credit bureaus for the month of XXXX even though I had made the payment on XX/XX/XXXX. I spoke with XXXX XXXX about resolving the matter and she stated she would investigate and get back to me. She never did. 

Then, I called a week later and spoke with a representative named XXXX. She stated the reason my payment did not post by your bank is because " I made a principal payment instead of a standard payment '' and that she would help me resolve this and get back to me. She never did. 

I proactively called back again on Monday, XX/XX/XXXX and was connected to XXXX XXXX, who asked that I send her a screenshot of the authorized payment listed on the 'My Activities ' section of my XXXX payment portal. I did, and she stated this was my bank 's fault. 

I have been externally transferring money from XXXX XXXX to the XXXX personal loan for over a year now without any issues. This is the first time this has happened. Not to mention, that the ACH team from XXXX XXXX stated that they have no record of any rejections for the month of XXXX on their reject report. 

When I told XXXX this, she went on to tell me the reason why I had a personal loan and when the last payment they received which I already knew for awhile now. 

I am seriously disappointed by this experience. The fact that I have been proactively reaching out to XXXX about a payment I made and did not get posted and to not have a single person assist me or tell me what is going on is, quite frankly, negligent. 

XXXX, are you able and willing to help me resolve this case? I would love to bring my account to current, but I need an assurance that the missed payment reported to the credit bureaus will be retroactively removed. 

-- - Thank you for your review and time. I look forward to hearing from you on next steps.

Company response to consumer: Closed with explanation