Consumer complaint received 2020-09-05
Company: Experian Information Solutions Inc.
State: NJ
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:
Hello, This is regarding XXXX XXXX Account # XXXX. I received an alert today from one of the credit bureaus that my payment was late and my XXXX account is telling all the credit bureaus that the account is delinquent. This is just not true! And, I have lots of proof to back it up. 

On XX/XX/XXXX, I leased a new car with XXXX XXXX XXXX in XXXX, NJ and it was agreed that they would pay the car in full. Payment due date is XX/XX/XXXX, but I was tod as long as payment is received within 30 days, there would be nothing to happen to my credit score. While XXXX XXXX XXXX dragged their feet an payment, it was received by XXXX XXXX on XX/XX/XXXX just after XXXX. The XXXX tracking number is XXXX XXXX XXXX. This date is something that can't be disputed but XXXX XXXX begs to differ! 

Since XX/XX/XXXX, I have been in constant communication with XXXX XXXX regarding this issue, Ive been nothing but proactive. I have called numerous times to confirm that payment was received just after XXXX on XX/XX/2020. Yet, XXXX is showing payment was received on XX/XX/2020. These careless and, perhaps even fraudulent, actions have caused my payment to be late and prompt a negative report to credit companies. Why? Why is the actual payment received date not being reflected? 

The date shown on the XXXX website ( XX/XX/XXXX ) is a blatant lie and this is VERY QUESTIONABLE accounting practices. Indisputable proof can be provided by myself, XXXX, and XXXX XXXX XXXX showing that the payment was received on XX/XX/XXXX which is before the 30 days. Even though payment was received within 30 days, XXXX has put payment received in their system as XX/XX/XXXX and that is just not true. Because of XXXX questionable practices of not reflecting the proper RECEIVED date, my credit rating is down 63 points because of it. This is absolutely unacceptable and must be fixed by XXXX. 

I have notified the 3 credit bureaus as well as the XXXX XXXX XXXX about XXXX and their horrible ( possibly fraudulent ) practice of manipulating PAYMENT RECEIVED dates to their benefit. I am asking in writing for : 1 ) My payoff letter that I have verbally asked for numerous times and have yet to receive. 
2 ) The proper PAYMENT RECEIVED date is reflected on all payments. Payment is received when payment is received NOT when XXXX decides to process it. This is standard accounting practices in any industry. 
3 ) I need copies of all letters sent to the credit agencies explaining that payment was received as agreed and that my delinquent account wasnt actually delinquent.

4 ) My credit rating must be fixed as it has been negatively impacted ( -63 points ) because XXXX is sending people information that is simply not true. Again, payment was received on XX/XX/XXXX not XX/XX/XXXX. What proof does XXXX have that payment was received on XX/XX/XXXX? Probably none. Meanwhile, XXXX XXXX XXXX, XXXX and I all have proof that the check was received on XX/XX/XXXX. Why is XXXX not reflecting the correct received date? 

Throughout the course of this experience, I called XXXX XXXX numerous times to ensure the proper received date was reflected. On Friday, XX/XX/XXXX, I asked for a manager to call me and was told it would be about 2 days. I still have not heard from a manager, despite numerous attempts by me to follow up. The customer service and follow up I have received has been absolutely terrible and the worst Ive ever experienced with any company. Managers do not call customers when theyre supposed to. Payment receipt dates arent being processed on the dates theyre actually received. As a XXXX customer for over 10 years, the quality of service has been on a swift decline lately. What kind of shake down business is XXXX running? Under normal circumstances, this would be terrible, but the fact that this is gross incompetence ( or is it on purpose? ) during a pandemic is even more disgusting. 

It is a shame that after numerous phone calls, XXXX has decided to not only ignore my constant communications and requests that the proper payment received date be reflected but XXXX has also chose to misrepresent the payment received date to their benefit. In addition, as someone who has been impacted by COVID-19 and is currently under review for a MORTGAGE REFINANCE, XXXX false classification of a delinquent payment has caused immeasurable impact financially and emotionally on myself and my family. If XXXX continues to ignore this situation, the next step will be to contact counsel about possible ramifications and personal compensation since XXXX has caused much financial and emotional stress to myself and my family. 

Ive attached a copy of the XXXX tracking number as well as your website and its inaccurate payment information. I look forward to your action on this very important issue. Maybe a manager will actually even call me this time around like they said they would over a week ago! 

Your help with this matter is truly appreciated. It is frustrating to deal with these faceless, soulless, lying, incompetent corporations like XXXX, but I am thankful to have an advocate like the CFPB available to help. Please do not hesitate to reach out if you need any other documentations or have any questions. 

Best Regards, XXXX XXXX XXXX XXXX XXXX. 
XXXX, NJ XXXX XXXX XXXX XXXX Account # 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 non-monetary relief