Consumer complaint received 2015-06-18
Company: EQUIFAX, INC.
State: CT
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint:
For the past 8 years I have always paid my XXXX XXXX mortgage on time and on the same date via their phone system. Recently I found that when I went to pay that my previous month 's payment was coming up late. I knew this could not be the case because I had a confirmation number and I also saw a {$15.00} phone transaction fee deducted from my account from XXXX XXXX the same day. Feeling confident that it must have been a bank error I called them and immediately paid both months. While on the phone I was also informed that they had reported me as late to the credit bureau! I could not believe it. Still I assumed that they would just fix it. Afterall, I was given a completed transaction confirmation number from them and they charged me the phone transaction fee on the due date so it was clear that I used their system so obviously I thought I had paid. In addition, I need to note that neither my co mortgagee nor myself ever received an email or voicemail alerting us that we were late on our payment. The bank claims that their telemarketers did leave a message. Absolutely they did not. If they had of course we would have responded asap as it was in our best interest to do so! I also have proof of funds for that week from my bank as I wanted to show them that I had the money in the account so they could see I could pay at that time. Ultimately after XXXX rounds of disputing this including contacting the President 's office to try to get XXXX XXXX to do the right thing they will not. Their final stance is that I apparently entered a XXXX when it should have been a XXXX when entering my bank account number in their phone system and because of this it is my fault and they will not do anything to help me. I have not seen their proof and believe that this could just as easily had been an error on their part. Even if it was a human error on the part of the customer, they have my 8 year payment history always on time, on the same day every month. They have proof that I did the same that month on that date as their system gave me a confirmation number! If I have a confirmation number and no one notifies me that there is a problem, how can I fix it? When I did go into my account later in the month and saw the late notification I called and paid on the spot. The end result for me and my co mortagee is that it has dropped my credit rating XXXX points from good to fair. This has enormous negative ramifications for me/us as we need to refinance the house this year and now do not know if we can and if so it will cost us more and the interest rates will be higher. None of this makes logical sense. Why should a loyal customer who has paid on time for 8 years and has paid out hundreds of thousands of dollars to XXXX XXXX XXXX Mortgage be left flapping in the wind like this for possibly, accidently entering a XXXX instead of a XXXX in the phone system while trying to pay my mortgage on time?! It is just insane. Can someone please help us?!

Company response to consumer: Closed with explanation