Consumer complaint received 2018-09-06
Company: EQUIFAX, INC.
State: SC
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:
I have a XXXX card that has been CLOSED for 3 years. I am on a special program for 5 years which I pay XXXX a month via automatic draft. I have not missed a payment in the last 3 years due to me having automatic draft. I received an email because I am an paperless customer that my payment went to XXXX on XX/XX/2018. So I immediately called XXXX and was told that I need to make a payment of XXXX on my account. I was told that the program I am in you have call every year to renew the automatic plan I am in. They said they mailed me the information. I proceeded to tell them that I am a paperless customer and I didn't receive the info only an email of higher payment. The first representatives told me I was 30 days late for XX/XX/2018 and they were reporting it to the credit bureau. She told me if I renewed the the 12 month automatic payment then it wouldn't report 30 days late. I told her I was informed in the past the only way you could be in the five year program is to have automatic draft. I never received anything to renew this automatic draft. I proceed to ask how am I 30 days late if i made a payment on XX/XX/XXXX and it was XX/XX/XXXX. They told me I was past due from 3 years ago which all of my statements I receive says amount due XXXX no more or less. I asked if you were reporting it they not if you sign up for 12 more months so I did that an made a XXXX payment on this call. I called back and asked can I get the 30 day late payment removed due that this was the only time in 3 years and due to the fact that information was not given to me about my account the way they were claiming. I informed them that I have been approved for a home and I am closing soon and I can not have any late payments and this would result in me and my family being homeless. I was told to write a letter to them which with the time for closing I do no have. I called back on XX/XX/XXXX at XXXX XXXX and asked the Rep XXXX for a letter stating I am on a five year payment program because my lender asked for it. I told him because that XXXX is reporting me incorrectly. XXXX reassured me that the info given was 100000 % incorrect from the previous agents that I was given on the phone and that my account was fine. XXXX also told me that he worked for the company for 5 years and that he can promise on his life that XXXX would not be reporting anything and my account was not reported. He apologized on XXXX 's behalf and took my number for a supervisor to call me because he said it was absurd and shouldn't have happened to me and they were wrong and he repeated all of my info and said he didn't see anything about reporting and the account was perfect and gave me his name and said he was the only Person named XXXX and that he was going to update my notes in my account. After the phone call with XXXX I received an notification from my credit app that XXXX indeed reported me 30 days late. I then called back and was on the phone with 30 different people for a total of 2 hrs that all told me different things. 3 of the 4 told me that XXXX was right and Im fine and to write a letter and I couldn't not speak to the credit department because they don't deal with phone calls. The fourth person said he wasn't sure and that he saw XXXX note and that he would put a request in about listening to the recorded calls. I emphasized again that I will be HOMELESS if this isn't fixed along with my family due to their error. I called the Presidents office at this point and they did an investigation. He called me back XX/XX/XXXX or XX/XX/XXXX and told me that they can not remove my late payments. He apologized and said yes I was told wrong information by all of their employees and that they would talk to the employees about their doing. This doesn't not benefit me only XXXX, to help themselves and future customers not me. He was apologizing and said they could not do anything and said sorry. I yet again said sir its an error on you company behalf. I was told information by 4 different employees and you can not remove one late payments due to the fact of the employees giving me wrong info that my account was current and on time. The 30 day late payment being wrongfully reported resulted in my credit score going down 50 pts with each bureau. XXXX lies will result in me being HOMELESS and not being able to get the home for my family but also not even an apartment that I already didn't renew the lease because of me getting ready to close on the home because of their wrong information.

Company response to consumer: Closed with explanation