Consumer complaint received 2022-12-15
Company: Experian Information Solutions Inc.
State: IL
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:
I received a phone call on XX/XX/XXXX around XXXX XXXX regarding a late payment due to changes in my escrow amount. I was not notified prior to this call about this change in my escrow amount. I have a automatic transfer set up with XXXX XXXX, and they pulled the payment in XXXX as usual, but because of the increase in the escrow, they placed the XXXX mortgage payment in a " Partial Payment '' account and did not apply it, but noted that they processed it in the online tool. This was the information provided to me on XX/XX/XXXX and the agent requested I make the payment immediately over the phone to cover the missing amount to avoid being reported to the credit agencies for a late payment. I asked if I could make the payment through the online portal and they said no because that could delay the payment, so I should make the payment over the phone to avoid a late payment report to the credit agencies. I was also informed in one of my calls on this day that if I make the payment before XXXX on a given day, then it would go through the same day. I made the payment on XX/XX/XXXX before XXXX. So based on this advice, I made two appropriate payments of {$31.00} for XXXX and XXXX so as to cover the escrow amount. We also changed the transfer series to update to the new balance on the account. 

On XX/XX/XXXX, I receive a notification through my XXXX account that my credit score dropped XXXX points due to this alleged late payment. I called XXXX XXXX  that night and they said that it was my error and that I had not made the payment on time. I informed them that their staff told me that it would not be late if I made the payment that day on the phone call. I requested the audio recording to be pulled multiple times, and they informed that they could not do that or I can call back in the morning and speak with a supervisor. 

Based on my call on XX/XX/XXXX, here is what their system SHOULD indicate : XX/XX/XXXX - XXXX ( unapplied fund ) XX/XX/XXXX - XXXX ( covers the escrow amount ) XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX On XX/XX/XXXX at XXXX, I called back and spoke with two people, both of whom told me that what the people that told me on XX/XX/XXXX was incorrect, but they will escalate to their supervisor. I requested to review the audio recording, and I do not trust that they will review the recordings. I wanted to hear the recording to verify what was said, which they do not release to me. So I am filing this complaint as I was misinformed and I do not trust the staff to resolve this with integrity. 

I am filing this complaint because I was informed incorrectly, I was never notified of the change, and my balance is still not showing up correctly. As of XX/XX/XXXX at XXXX, my balance is showing as owing for XXXX and XXXX and the second payment of {$31.00} is not showing up even though it has left my other bank account. 

As a result of misinformation, my credit score has dropped significantly, this has been an emotionally frustrating experience, and XXXX XXXX  staff has firmly dissolved themselves of any wrongdoing despite their misinformation and lack of communication shared with 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 non-monetary relief