Consumer complaint received 2020-04-20
Company: EQUIFAX, INC.
State: AL
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:
back in XXXX on 2019 i started to refinance my current mortgage with another lender, before i closed i received a call from my current lender XXXX XXXX  offering a seemingly better deal. i canceled my other transaction and started process with XXXX of refinancing my current. Because i was paying a month ahead on a biweekly payment of approx {$770.00} per two weeks, i was instructed to cancel those payments, i contacted my bank XXXX XXXX and put a stop payment on my biweekly pmts. On XXXX XXXX i went online to XXXX website and made a payment, what i didnt realize was XXXX XXXX put a blanket stop on all payments to XXXX and on XXXX. XXXX my payment was taken away from XXXX. On Monday XXXX XXXX i went back on XXXX website to make my XXXX payment still unaware that XXXX payment had been removed but i received an error message on 3 separate occasions, i made a call to the 800 # to try to make payment but because it was approx XXXX i was left on hold and finally just hung up and decided i would try again in a few days because i thought i was paying ahead because i had NOT been contacted by XXXX to tell me i was behind. They claimed they called but said they didnt leave a message per policy.i received a letter on Thurs. XXXX. XXXX saying i was past due on my mortgage ... .. i immediately called them to ask how and thats when i first knew anything about this .... i immediately explained how i tried to pay ahead monday and the website was down ( i provided proof ) as i screenshot the message on monday night when i was only 29 days past due, and phone would never put through to a person and they have no local branches so because their site was down i was 30 days due on tuesday and was not allowed to pay monday when i tried both ways possible. i have documented their website error.. i also have been with XXXX for years and always been a full month ahead because you are required to be to be on biweekly payments. so i was only 30 days late bc i was not allowed to make payment when i was attempting to do so.To make matters worse they advised me that it would be taken care of and we continued down the road to do the refinance of my loan with them and even ordered a new appraisal two weeks LATER and charged me for that. It came back well above what was needed and we proceeded to gather documents and then a full month later at the end of XXXX when we are almost ready to close they say " oh we are sorry, we have to decline you because you were 30 days past due on your mortgage with us ''! since then my credit score dropped approx 90 points and i have been declined for multiple loans that i have applied for because of that one mark that i should never have had shown up on my credit when i tried to pay it BEFORE it was 30 days and was stopped bc of website problems of my mortgage co. i applied for another loan yesterday and again the statement was because you were past due on your mortgage.. i am XXXX and have had a mortgage since i was XXXX and i have NEVER had a late mortgage payment in my life. my checking account that month had over {$15000.00} average balance which i offered to produce to XXXX  and up to {$24000.00} at one point so as i have demonstrated there was never a lack of cash. i feel that i am being shoved under the papers because they dont want to take the time to look at my proof and see that i am telling the truth. Please help me out if possible i will attach some of the documentation so you can glance at it. thank you so much ... XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation