Consumer complaint received 2019-10-23
Company: Experian Information Solutions Inc.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My problem is with XXXX XXXX XXXX ; they reported that I was 30 days late in making a payment on my account, which I was ; however, I was only late because the bank outsources all of their customer service to some other country, and there was a total communication breakdown between myself and the customer service representative that was helping me. I have been with XXXX XXXX XXXX for about eight years now, and in the past, I have always gone to their website to make my payments online. Recently ( about 3-4 months ago ), I switched all of my accounts ( except for my house payment and lease/car payment ) to  auto-pay. XXXX XXXX XXXX ( which is a Visa ) was my only account that did not offer a means to set it up myself online, so, I called customer service to set it up. I told the person I wanted to set up auto-pay, and the service representative collected both my routing and account numbers for my checking account ; she processed my payment ( month of XXXX ) and said I was good for auto-pay. In XXXX I received a notification to my email that my payment had not been paid. I called customer service again, figuring that something must have been wrong with my payment information. Once again, I gave the representative my routing and account numbers for my checking account for auto-pay, and the clerk said we were good for auto-pay. I expressed my concern with the representative at the time that this couldnt t happen again, because my credit was extremely important to me, and it was just by luck that I had seen the notice that my payment XXXX payment wasnt processed ; I explained that I did not check my email on a regular basis, so I was very concerned. The clerk assured me everything was good, and that the auto-pay had gone through. However, sure enough, the following month, exactly what I had been concerned about actually happened. My XXXX payment wasnt processed, and I didnt see the banks notice in my email ( until after it was already more than 30 days delinquent ), which indicated the payment had not been processed ; additionally, the account, as well as the corresponding payment ( {$47.00} ), are so small that I didnt even. notice it hadnt come out of my checking account ; the delinquency, was subsequently reported to the credit bureaus. I immediately called up XXXX XXXX XXXX to find out what had happened. I spoke to three different people before finally speaking to someone with good enough English to understand what had happened. The person represented himself as a supervisor, and he explained that the bank was set up for auto-pay in the traditional way of what people understand auto-pay to mean ; it was explained to me that the bank basically did not offer auto-pay, except by one payment at a time ( meaning, it had to be set up again each month ). I tried to explain to him that no one ( at least in the US ) would understand auto-pay to mean, only for one month. He simply re-iterated that they bank wasnt set up for continuous auto withdrawals and then refused to remove the delinquency report from the credit bureaus ; he indicated he couldnt because it was against the law? That didnt sound right to me, so I called back later that day, and spoke with another supervisor, who stated that she agreed with me but stated she couldnt help me because it wasnt possible for them to remove it. She even acknowledged that the notes on my account indicated that I had been calling in to set up autopay, and that I had never been late before in my previous eight years with the bank. My credit dropped approximately 60 points in one day,  as a direct result of XXXX XXXX XXXX  reporting me delinquent, due to an obvious miscommunication, which I have made every effort to clear up ; I paid off my balance with XXXX  XXXX and closed the account, but my credit is destroyed, and it couldnt have happened at a worse time. I was right in the middle of trying to refinance my home. Could you please help me.

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