Consumer complaint received 2018-08-24
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have had auto debit set up with payments to this account through the lenders website for several years. However, the first 5 months of 2018 the lender has reported the payments where late. But the the lends payment history info I was provided from their website shows different, then what was reported on the credit report. I have documents from the website showing my account history and the payments being reported to my account on the lender website showing payments made. After seeing the late payments reported on my credit report by the lender, I contacted the lender ( XXXX ) about the reporting of my payments. When I called XXXX the conversation between the XXXX customer service representative and myself was conducted over a recorded phone conversation. After review and discussing my account, it was determend that the payments did not process. However, I was never notified the of the payments not processing. The XXXX rep said notices where mailed out and I should have received one in the mail. But I did not. After reviewing my information she asked to verify my address. At that time the rep told me sir I see here where the issue is. XXXX had a mistake on our system and we mistyped your street address, which caused the payments did not process for 5 consecutive month, and for you not to receive our statements we mailed. I will make those changes now. She then asked if I could make a payment for the amount of the payments not made, and if I did so the late payments reported on my credit would be removed rightaway, because of the mistyped info on XXXX. I then paid the full payment amount of the 5 payment not processed. I then asked her again very clearly if XXXX would removed all late payments reported on my credit. I asked the rep very clear again over the recorded phone call. The date this took place was XX/XX/18. The late payments are still on my report even with the full amount paid, as agreed. I contacted XXXX again and was told the late payments would not be removed and XXXX was not removing them. I filed a complaint to XXXX about this not getting removed and about the very very rude and disrespectful XXXX rep name XXXX I was talking to. I requested a XXXX supervisor call me. I then received a call from a XXXX supervisor who was all extremely rude and unprofessinal. She also told me that even though it was a mistake on Nelnets end and even though I was told by the XXXX rep when the payment was made, I requested to XXXX that she listen to the phone call I had with the rep when I paid the amount needed the payment made. XXXX did review the call and call me back, but told me XXXX had decked this was not going to change what they had reported as late payment on my credit. XXXX is without a doubt the rudest, and most unprofessional customer service reps Ive EVER spoke to. I would like to fail a complaint about fails advertisement, unprofessional customer reps and falsely reporting of credit. I have closed my XXXX account and moved to a different loan company, because of the level of rude and unprofessional reps at XXXX & failsly credit reporting and because of me being lied to by the reps at XXXX.

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