Consumer complaint received 2021-02-14
Company: Experian Information Solutions Inc.
State: NJ
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:
Below is a chronological review of actions. The complaint is that XXXX XXXX  received timely payments. The first payment went to the wrong account number. I had a 3 way call with XXXX  and my bank to verify via fax payment was made and XXXX agreed they would apply to correct account number. XXXX lacked following through with this agreement, had multiple internal opportunities to identify why my statements weren't syncing with my on time payments and not until XXXX did I figure out that they didn't transfer fees, but returned fees to a temporary account I used for daughter 's savings without informing me of such. I made two payments in XXXX after identifying what they missed and the resolve was them reporting me to the bureaus as late 30 days for a problem from XXXX of 2020. 

XXXX statement due by XXXX paid on XXXX payment went to wrong account number XXXX statement due by XXXX paid on XXXX o First sign of overdue payment o No late fee showing XXXX statement due by XXXX paid on XXXX o No late fee showing o Still overdue showing o Called to find out why overdue o Joint call and fax verification with my bank and XXXX ( XXXX  ) o The payment loan number issue between refinance and XXXX  transition was to be moved over to correct account/loan number Bank and XXXX  agreed to this on a 3 way call XXXX letter received from XXXX after I wrote a letter to get verification that this was resolved, XXXX  stated this was simply the systems billing cycle needed to catch up to the resolution and that the payments were transferred hence I was up to date XXXX statement due by XXXX paid on XXXX o No fees charged o NO RETURNED PAYMENT SHOWING ON MORTGAGE STATEMENT OR LETTER RECEIVED XXXX statement 2nd invoice within same billing cycle seemingly resolves being made o No fees charged o NO RETURNED PAYMENT SHOWING ON MORTGAGE STATEMENT OR LETTER RECEIVED XXXX statement 3rd invoice same billing cycle seemingly resolves being made o OVERDUE AMOUNT REMOVED o No fee charged o No sign of returned payment XXXX statement due XXXX paid XXXX o Overdue returns on statement o Late fee shows on statement o I am following the letter and conversations therefore seeing this as still a billing system issue. Frustrated that it hasnt resolved yet XXXX statement due XXXX 2nd statement same billing cycle o OVERDUE GOES AWAY and at this point after calls 2 late fees were removed as multiple representatives saw this as an XXXX  oversight and waived until they could resolve o Thinking resolved again however late fee showing thinking billing software system issue. Frustrated but waiting until next statement to see clear up XXXX statement due XXXX paid XXXX o Called XXXX  finally got to the bottom of this so went to my bank statements to show on-going evidence o Found out at this time that XXXX  had returned my funds rather than transfer my funds from loan number confusion in XXXX, however they returned it to my account I use for college savings hence don't notice nor check on a monthly basis since not spending. XXXX  did not inform me that they chose to refund the payment made on time in XXXX rather than do as they agreed on our 3 way call w bank, which was to transfer funds to appropriate account number o Was never informed this occurred and was against the agreement on recorded call with XXXX and XXXX  XXXX XXXX agent that faxed the verification on the 3 way call o XXXX Told the representative I would double pay on XXXX then XXXX two back to back Fridays during the same billing cycle, which they agreed would work for XXXX  and for once and all resolve the issue at hand XXXX statement due XXXX scheduled to pay on XXXX as I have done all this time on a schedule to own up to my contract with XXXX  - Representatives said they would send internal requests to remove the 30 day late pay as they saw that this was an XXXX  oversight, however after their internal dispute dept reviewed twice they refused to make the corrections.

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