Consumer complaint received 2018-05-16
Company: Experian Information Solutions Inc.
State: MD
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: Investigation took more than 30 days

Complaint:
Starting on the evening of Friday, XX/XX/XXXX through Sunday, XX/XX/XXXX I attempted to go online and call XXXX XXXX to make my mortgage payment for XXXX. The online system did not recognize my account number after multiple attempts. The automated system kept looping around and never went to the point where I could choose the option so I could make my payment over the phone. I attempted to reach someone at XXXX on Saturday XX/XX/XXXX and Sunday, XX/XX/XXXX via phone and sent and email through their website expressing my inability to make my payment online or over the phone. I never received a reply back from XXXX. Finally one Sunday, XX/XX/XXXX I was able to log on to my account online, but the system kept putting my payment date as XX/XX/XXXX which was incorrect. I did not make my payment at that time since the date was incorrect. I called XXXX first thing in the morning on XX/XX/XXXX and explained my delemia to and what occurred over the last few days. They explained that they had been closed over the holiday and took my payment over the phone. I was told that unfortunately I would be reported the credit bureaus for having a late payment and that it was my responsibility to know that they were closed over the previous days. I informed them at that time that I would put in writing what occurred so I could have this removed from my credit report since they were having a problem with their system. I monitor my credit on a monthly basis and the next time my credit report was updated it reflected a late payment on my account with XXXX XXXX, so I put in writing what occurred and sent letters to all credit reporting agencies and to XXXX XXXX. I never received a response back from my email or my letter to XXXX. I did receive a response back form XXXX and Experian, but I didn't get a response back from XXXX  either. Experian did remove the negative reporting from my credit report but Experian did not. I call XXXX to inquire as to why they never responded back to me and they said I needed to send them another letter with a copy of my credit report to them and someone would get back to me. I made a second attempt to contact them to try and resolve the issue over the phone and spoke with XXXX XXXX in the resolution department on Monday XX/XX/XXXX and explained to her what occurred and she said she would speak to her supervisor and explain what occurred and they should remove the negative reporting. She advised me she would call me back within 48 hours. She never called me back so I called her back on XXXX XXXX and left messages, she never returned my calls. On Monday, XX/XX/XXXX I called her back again and she answered the phone and informed me that they were not going to remove the negative reporting from my credit report. During this time I did receive a refund from XXXX  for my late fee in the amount of {$98.00} which I never requested, I only requested for this to be removed from my credit report, I owed them the {$98.00}.

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 non-monetary relief