Consumer complaint received 2019-12-13
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
The company inaccurately reported a 30 past due on my credit report. I made a payment in the amount of {$470.00} ( which was the remaining balance showing at the time of the payment ) on XX/XX/2019 to pay off my vehicle loan. On XX/XX/2019 a charge of {$10.00} was posted to my account. I called XXXX and spoke with an agent named XXXX, who informed me that the charge was from accrued interest. I offered to make the payment over the phone, but the agent stated that since it was a small amount, they she have the payment waived, and the account would be paid in full and my credit reporting would be in good standing. On XX/XX/2019, I received an alert from the credit bureaus stating that my credit report was 30 days past due in the amount of {$10.00} from XXXX XXXX. I called XXXX and was told by an agent that the notes were in the system from XX/XX/XXXX, but the payment wasn't taken care of and they would make sure it was handled, and 30 day late payment would be removed. On XX/XX/2019, I received a credit alert that the account was paid off ; however, the 30 day late payment wasn't removed, and it was told to me by the previous agent it would be. I called XXXX to dispute the 30 day late payment, due to the conversation I had with the agent on XX/XX/XXXX and XX/XX/XXXX, since it was an error on their end. According to XXXX, I am held accountable for the late payment on my credit report because the payment wasn't made by XX/XX/2019. I called XXXX on XX/XX/2019 and was informed by a collections manager that because the {$10.00} payment wasn't made by XXXX XXXX it was reported as past due. But, they also stated that they did see in the notes where it was requested to be waived on XX/XX/2019, but unfortunately it was nothing they could do because they done all they could do on their end. I have requested more than once to have the calls and notes reviewed from XX/XX/2019 and XX/XX/2019 to prove I was told the account would be paid in full and my credit would not be affected. If I made a {$470.00} payment to pay the account off, it makes no sense purposely leave {$10.00} remaining, when I have never been reported late on my credit report. It made no sense for the company to waive a {$10.00} fee, but leave the 30 late payment on my account, when I was specifically told this would not affect my credit. This situation could have been handled on XX/XX/2019 when I insisted to make the payment and close the account, but the agent stated it would be waived and taken care of. I do not believe this company did a thorough and fair investigation of the situation. On XX/XX/2019, I asked if I could get a copy of the notes from the calls since they are recorded, the agent told me they would need to be subpoenaed to do so. This company 's customer service is ridiculous and I would not recommend anyone to do business with them because they do not thoroughly do their job. 
I have attached a copy of the payment history that was sent to me by email on XX/XX/2019 because I requested to have a full payment history from the agent, XXXX on XX/XX/2019 when I spoke with her. On the payment history, prior to XX/XX/XXXX payment. It states the remaining balance was {$470.00} and that payment was made. I also attached the generic letter that was mailed to me from XXXX XXXX, that did not include a thorough explanation.

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