Consumer complaint received 2020-01-29
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 status incorrect

Complaint:
XXXX XXXX ( XXXX ) is reporting me late to Experian for 60 days in XX/XX/XXXX, 30 in XX/XX/XXXX, and no data in   XX/XX/XXXX. 

I have had several issues with XXXX processing my payments. I was making payments every month without a problem, but this changed. Starting in XX/XX/XXXX any payments I was all of a sudden not having my payments go through. I have made numerous attempts to pay my bill as I have perfect credit. One example is on XXXX XXXX I continued to have this problem so I emailed customer service informing them that my payments were not processing and I did not want to get reported late on my credit report ( see attachment ). 

I also contacted customer service on and after speaking with customer service they transferred me to loss mitigation which is the collections department. The loss mitigation department informed me that they would not process my payment over the phone. I informed them that I have had issues paying my bills since XX/XX/XXXX and did not want to be reported late. Instead of processing the payment they denied my payment over the phone. I actually did not get a response until XX/XX/XXXX see attached. XXXX informed me due to the status of my account the online payment service is not available. What has been an issue is having them process my payments. Due to technical problems online I can not make any payments. Whenever I call to make a payment the loss mitigation department can not also process it. I don't know why but you can not pay your bill in loss mitigation. So anytime I contact customer service I would be transferred to loss mitigation. 

Due to these errors the payments of not being able to pay my bill online and the collections department being unable to process the payments I was reported late. The payments were not processed until after the XXXX XXXX holiday. I am just asking for consistency because if you are going to report XX/XX/XXXX as on time and which they did then XX/XX/XXXX and XX/XX/XXXX should also be on time. 


My issue with Experian is they keep picking the side of XXXX XXXX and when I have tried to fix this problem with the company I am unable to get it resolved. The corporate office will instruct the servicing department to do something and they will not. I also will get in contact with someone and they will never respond. I have also been redirected to other people to fix the issue. I have contacted the lender below are some of my attempts. 

On XX/XX/XXXX XXXX XXXX went to the XXXX XXXX corporate office in XXXX XXXX. Their XXXX XXXX spoke with XXXX. XXXX spoke with an executive in the research department and they informed him that they previously tried to remove the late payments. 


On XX/XX/XXXX Mr. XXXX also visited the XXXX XXXX ( XXXX ) office of XXXX XXXX who helped service his loan. Mr. XXXX spoke with XXXX XXXX who contacted the customer solutions and XXXX  servicing department. The serving department transferred her to XXXX XXXX. Mrs. XXXX then spoke with XXXX  in Customer Care who informed us they filed a complaint to resolve this problem. Mr. XXXX never heard back from anyone at XXXX XXXX so he went to the corporate On XXXX XXXX I spoke with XXXX XXXX in the corporate office. He informed me that I should to speak with XXXX XXXX in Compliance. XXXX informed me that I was previously told that getting a forbearance would not remove the late reporting. I informed him that it is unfair that I am being reported late for payment processing errors by XXXX XXXX. I informed him that I have made attempts to make payments and they were not processing my payments correctly. When I have called loss mitigation and also emailed XXXX to correct this they have done nothing. 

I informed him Per the FARC when it is the businesses error for the payment not being processed the late reporting has to be removed. If you are reporting me late that is not accurate because I have made attempts to pay you multiple times. 

Mr. XXXX previously visited the XXXX XXXX Corporate office on XXXX and met with XXXX XXXX in XX/XX/XXXX. Mr. XXXX informed the servicing department to remove the late payments back in XX/XX/XXXX. Mr. XXXX went back to the corporate office in XX/XX/XXXX because it still showed as delinquent on his Experian credit report. Mr. XXXX again informed the servicing department to remove the late payments which to date has not been done. 

Mr. XXXX also left a review on XXXX regarding his experience with XXXX XXXX. Customer Care informed XXXX to contact them at XXXXon XX/XX/XXXX. Read the review here https : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. XXXX spoke with XXXX XXXX who contacted loss mitigation for 30 minutes but did not get the problem resolved. 


On XX/XX/XXXX Mr. XXXX informed Mr. XXXX to contact XXXX XXXX, loan-servicing coordinator. Mr. XXXX emailed XXXX on XX/XX/XXXX and XX/XX/XXXX, but never received a response back. 


Mr. XXXX contacted the lost mitigation department several times including on XX/XX/XXXX. On XX/XX/XXXX he got an email asking for his loan number. On XX/XX/XXXX responded with his loan number but never received a response. A follow up email was sent on XX/XX/XXXX informing the Loss Mitigation Department that an email was sent twice, but no one responded. Mr. XXXX also tried to make payments on XX/XX/XXXX online and over the phone with loss mitigation however no one was able to process the payment. 

As you can see I have made several attempts to resolve this problem but have been unsuccessful in doing so. 


What is more confusing is XXXX  reported me on time for XX/XX/XXXX but then reported me late for XX/XX/XXXX and XX/XX/XXXX but they processed all the payments together because they were having the same issues which I have discussed. Since the payment in XX/XX/XXXX is on time XX/XX/XXXX and XX/XX/XXXX should also be on time since they were processed together and had the same problems. If you are reporting XX/XX/XXXX on time then XX/XX/XXXX and XX/XX/XXXX need to match that because they were having the same issues as XX/XX/XXXX. 

I am also frustrated because the other two credit reporting agencies have removed these late payments and Experian has not. I feel like they are favoriting XXXX XXXX and I want to know what other documentation is needed to remove the late payments.

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