Consumer complaint received 2022-10-09
Company: Experian Information Solutions Inc.
State: UT
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:
Hello, to whom it may concern please see my statement regarding an issue with a " late payment '' reported by the credit card company " XXXX '' as they have reported a late payment that should not have happened in the first place due to an technical or miss understanding by there internal support team when contacted by me. 

I carried a balance with XXXX due to being in a bad financial situation economically from COVID-19 in my business and how I was operated I was required to carry that balance and pay the minimum payment. I did not want to miss a payment as I have never had an issue with loans, credit cards, billing etc on being late or missing payments. I have had the card with XXXX since 2020 with good payment history. It is a " business XXXX it '' card. I called and spoke with a rep on XX/XX/XXXX when I noticed I was going to need to only pay the minimum balance on the account. I spoke to the rep for XXXX minutes regarding being placed on Auto Pay and was under the impression from the conversation with the rep that I was placed on Auto Pay by them and good to go so that I would not miss a payment as I wanted to keep my account in good standing and not effect my perfect payment history on my credit score.

I then got an alert about my credit score that I had a missed payment reported and was completely taken off guard as I was not aware that I was missing payments. I Immediately went into my account and settled the missing payment and called XXXX again to explain my situtation and how I was under the impression of being on Auto Pay with them. They spoke to me and mentioned they must report what is accurate to the credit bureaus but I mentioned that they are not correct and I was placed on Auto Pay and assumed they were taking the minimum payment on my balance with them as I have never had an issue and never got a phone call or text from them. Which they later mentioned it is because they did not have a phone number on file with them for me. This was then just updated by XXXX to now have my phone number for alerts. So I never even knew I was late because no one reached out to me. 

I also mentioned that I had a phone call with a rep on XX/XX/XXXX and that they spoke to me and said that I was on Auto Pay so I was not worried about the account being paid because I never thought that I was missing payments since I did not hear from anyone and was under the impression my account was in good standing. - I then mentioned if they had record of me calling them on XX/XX/XXXX and they mentioned that they can see that I did have a phone call with them but they do not have any record of what was discussed because the rep never took any notes on the call. So they are inaccurately reporting there information about me not being on Auto Pay with the phone call that I had with there rep that set me up. 

I have disputed and reached out to them multiple times to have this removed on there end as they are incorrect and reporting miss information from a technical or error from there rep of placing me on Auto Pay. This is a business XXXX It card so I assumed that they were taking the money out of our business account each month as we have thousands of transactions that take place in that account there would be no way for us to know if it was or not as we assumed we were from my XXXX minute phone call with XXXX on XX/XX/XXXX. 

Please review this information and request that my late payment be removed. They have closed down the account and will not take the 30 day late payment that is being reported off my credit report but it is clearly a mistake on XXXX for miss leading and taking advantage of me when I am always in good standing and organized with my finances as shown in my credit report and relationship prior to the phone call with the rep on XX/XX/XXXX. 

Thank you again for your time and help. We hope that we can take this off as it is effecting my family for we are trying to close on our home and this has dropped my score and caused concerns for lenders dramatically when it was not my fault for the late payment being reported since it was supposed to be on Auto Pay and I never got a phone call or text about the missing payments since they did not have my phone number in there system even after providing it to them from the begging of my credit application with them.

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