Consumer complaint received 2018-06-28
Company: Experian Information Solutions Inc.
State: KY
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:
I have multiple references and am writing this letter in order to provide the facts and an explanation disputing XXXX accusation that my credit report accurately indicates payment being 30 days late. The dispute is that XXXX elected to report the payment of my Credit Card account as over 30 days late due to my negligence. It was neither my negligence nor was my payment late in regards to settling the account. 
I received my bill for XX/XX/XXXX and set up an electronic payment to be received by XXXX on XX/XX/XXXX. My bank, XXXX XXXX, guaranteed and confirmed that XXXX received the check for the total amount due ( {$99.00} ) on XX/XX/XXXX. (  attachment available ) The payment was due by XX/XX/XXXX. 
I received a second bill/statement after XX/XX/XXXX that stated my bill had not been paid. This bill was dated due XX/XX/XXXX. Upon receiving this bill I contacted XXXX to discover that they claimed to not have received my previous payment. I contacted XXXX XXXX, and they confirmed the check had been sent but had not been cashed. I called XXXX back and we set up another payment of {$100.00} ( paid in full ) to be received by XX/XX/XXXX. ( attachment available ) I received a notification, dated XX/XX/XXXX, ( Attachment available ) from XXXX XXXX stating that my first check to XXXX had been received by them and returned due to Incorrect Account Number. The information on the check included my Full Name, Address, and the last four numbers of my credit card as I have Put on ALL my payments since XX/XX/XXXX and the same information they used in referencing my account. ( attachment available ) I called XXXX to discover that my second payment had not been received and I am now required to put the first four and the last four numbers in the account section. On XX/XX/XXXX phone call I then set up a THIRD payment of {$100.00} ( paid in full ) and included the same information as the first two, except I included the first four numbers on the Check as well as the last four numbers. This payment was agreed on by XXXX to be received by XX/XX/XXXX and was guaranteed by XXXX XXXX. 
I began getting daily harassing phone calls from XXXX not long after this arrangement stating I was late on my payment. On XX/XX/XXXX and XX/XX/XXXX, as the phone calls continued to interrupt my sleep and work I called and closed the account. ( attachment available ) I made multiple phone calls attempting to comprehend what went wrong this time. Around that same time I was informed that my credit report had been reported delinquent over 30 days. On XX/XX/XXXX, I finally was able to speak with a Manager in Debt Collection who informed me that I needed to put my FULL CREDIT CARD NUMBER on the check!? This was in COMPLETE CONTRADICTION to my previous phone call to XXXX. ( Please reference XXXX  recorded phone calls XX/XX/XXXX ) He also wanted me to pay {$100.00} ( Paid in full ) today by giving him a routing number to my XXXX checking account in order to prevent further action by XXXX regarding the credit report. I complied with his demand ( attachment available ) and then queried him in regards to my third check that should have been received by XX/XX/XXXX. He claimed they had not received it as of XX/XX/XXXX.

Later that same day, XX/XX/XXXX,  my third check ( with just the first and last four numbers ) was cashed by XXXX and back dated as being received XX/XX/XXXX. ( attachments available ) Their ability to locate this check, without the proper account number, then cash it to a closed account within hours of a conversation with a manager that claimed they didnt receive the check was astonishing. I then showed a debit balance of {$100.00} on a closed account. I contacted XXXX, once again, on XX/XX/XXXX to ask that they remove the delinquency notice to my credit report and to refund my balance of {$100.00}. They sent me to a link to dispute and said to fill it out. 
In conclusion, there are multiple examples above of making every attempt to pay on time and in full my debt to XXXX and their credit card. If they changed their policy regarding what needed to be on the check regarding account number, I reacted as soon as I was informed. But its obvious that there is a procedural problem in regards to how incoming payments are to be sent and how they are processed when received. All Im asking for is to keep my account closed and to remove the 30 day late delinquency sent to the Credit Bureaus due to their communication and procedural errors.

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