Consumer complaint received 2017-07-15
Company: Experian Information Solutions Inc.
State: FL
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:
In  XX/XX/XXXX  I was blessed with being able to purchase one of the very last   XXXX   XXXX   XXXX   XXXX   available in the state of Florida. During the term of the loan I had multiple late payments reported to all   XXXX   credit bureaus that have been falsely filed. After the first notice of a 30 day late in my credit monitoring service I sent in a message in the dashboard and was sent an auto-reply saying they would respond within one business day. I never got a response however I set up a chat online and the representative saw my reasoning for the dispute and told me to send a letter to their dispute center in  XXXX , Ne. I never received a response so I disputed it with all  XXXX  bureaus and got back a verified response. Obviously it was incorrect and hurt my credit scores but after showing the bureaus of my payment on time they still would not update the history and didnt know what to do. The same thing would happen multiple times through my loan term with   XXXX   XXXX   and it was a simple error on their side that their chat and phone representatives acknowledged each time I contacted them. Below is the list of lates they have reported incorrectly. This information has been sent to   XXXX   XXXX   6 different times and 4 times in the last 4 months.
 XXXX 
 XX/XX/XXXX - First late 30 day late reported.
 XXXX  due date-  XX/XX/XXXX .
Payment scheduled online  XX/XX/XXXX  for delivery on  XX/XX/XXXX . Posted on  XX/XX/XXXX .  XXXX  payment only 11 days late, however their grace period was 10 days and I scheduled prior to the 10 day period and contacted through chat to make a notice to not get charged late fees. Late fees were NOT added, but a 30 day late was but was only 11 days off from delivery of payment for that month.
 XXXX 
 XX/XX/XXXX - 30 Day late reported Due date  XX/XX/XXXX  Scheduled payment on  XX/XX/XXXX for delivery  XX/XX/XXXX . Payment posted on  XX/XX/XXXX . 7 days late, not 30.
 XXXX 
 XX/XX/XXXX - Payment extension filed for  XXXX  payment on  XX/XX/XXXX .  XXXX  payment became due on  XX/XX/XXXX . I got a late notice for  XXXX  on  XX/XX/XXXX . I set up the payment on  XX/XX/XXXX  for delivery on  XX/XX/XXXX  and it posted on  XX/XX/XXXX . I made a payment for {$840.00}. I may have been 29 days late from the time it posted on my account, and only 27 days from the delivery of the payment but I was NOT 30 days late.
 XXXX 
 XX/XX/XXXX - 30 Day late reporting Due date was on  XX/XX/XXXX . I setup the payment on  XX/XX/XXXX  for delivery on XX/XX/XXXX  with a notice it posted on  XX/XX/XXXX .   XXXX   was late by 14 days from the time it posted not 30.
 XXXX 
 XX/XX/XXXX - 30 Day late reporting Due date was on  XX/XX/XXXX . I setup the payment on XX/XX/XXXX  scheduled for XX/XX/XXXX  and was posted on  XX/XX/XXXX . Late by 5 days not 30.
 XXXX 
 XX/XX/XXXX - 30 Day late reporting Due date was on  XX/XX/XXXX . I setup the payment on  XX/XX/XXXX  for delivery on  XX/XX/XXXX  and was posted on  XX/XX/XXXX . I was 16 days late not 30.
 XXXX 
 XX/XX/XXXX - 60 day late reporting Due date was on  XX/XX/XXXX . Payment was made with cash on  XX/XX/XXXX  and was posted on  XX/XX/XXXX . I was 29 days behind for   XXXX   but once again, not 30 and definitely not 60. Time frame never added up to me on how they were reporting this.
 XXXX 
 XX/XX/XXXX - 30 day late Due date was on XX/XX/XXXX . I made a cash payment on  XX/XX/XXXX and it posted on  XX/XX/XXXX . Got a past due notice on  XX/XX/XXXX  but was told they are automatically generated not to worry via chat because it was a cash payment so it would not report as late even though it posted two days later. I was 0 days late, and not 30. I also made a payment for {$1000.00} that day which I can explain later.
 XXXX  XX/XX/XXXX  30 day late reporting When I made the payment for {$1000.00} in  XXXX  it was to cover the  XX/XX/XXXX  and  XXXX  payments. My payments were just over {$400.00} so I actually had some credit built up. However, when I got my next statement the {$1000.00} was credited to the account but it showed I still owed a balance on   XXXX   which was not possible. I called  XXXX  because I was considering trading in the truck then for a newer car and better mileage. I talked with 4 different agents and all of them were incredibly rude as if I was trying to take advantage of them in someway. I explained that I had these reports and had my dates of payments, etc. and it turned out to be the payment extensions I had filed were pushing back that current months payment of the extension but when the next month came to statement the balance from the previous month was being added back to the account. When they setup the extensions for me they also added an extra month to my loan term and I was to only be charged for the interest and payment extension fee of {$15.00}. The agent figured out what was going on and it had been messing up my account for nearly a year. Apparently it was some kind of technical glitch and the agent told me that they would notate it on my report, open a dispute for me with their credit department, and have a letter sent to me. They also told me that a  XXXX . payment was not due because of the error and I had credit built up on the account as it should have been. This error accounted for late payments to be reported for the months of  XXXX . through  XXXX . What a mess!!!
 XXXX 
 XX/XX/XXXX - 60 day late.
After the issue supposedly being resolved by the credit department I was actually notified there was an account change on my credit report and the account was  XXXX  on  XX/XX/XXXX . All of my payment history had actually been deleted and the status to show " paid as agreed '' and the date of delinquency as " n/a ''. I asked the bureaus if not having a history hurt my score and if I should have it updated to showing the payments and they said it would not matter because the months reported would still be current to the amount of the loan.
 XXXX 
 XX/XX/XXXX  payment was due on  XX/XX/XXXX . I setup the online payment on  XX/XX/XXXX  for delivery on XX/XX/XXXX  and it posted on  XX/XX/XXXX . Now, my balance at the time showed as {$1000.00} because the error had not been corrected. I talked with the chat support once again and he told me that he saw the dispute and it should be taken care of soon but I went ahead and made the payment for the full amount due so it would show as {$0.00} but just as the agent on the phone and the one on chat they both agreed I would have a credit for basically one month on the account. Awesome!
 XXXX 
 XX/XX/XXXX  payment was due on XX/XX/XXXX . I knew I was getting a credit and didnt worry about it until I applied for a home loan and the loan officer told me I had a ton of lates on my  XXXX  account. I logged in to my credit reporting website and sure enough the payment history had been added back to the account inaccurately so I started a new dispute once again sending to the bureaus as well as the credit department from  XXXX . I got back a verified letter from the bureaus and when I grilled them on who and how it was verified they said they didnt have to have it as a physical document which I know is not true. How can they just say its verified without any proof from the creditor and I never received anything back from  XXXX . This actually caused me to lose money on securing a home and forced us to move into an apartment with a newly   XXXX   fiance. It was a disaster and again called  XXXX  for answers.
 XXXX 
The agent I spoke with was very nice looking over the information they had but she could not make any changes so she put me on to someone else and they were absolutely disgusting. The tone, the responses, the lack of help was so unprofessional. She would say, sir I see that you have been behind on a regular basis and we do not provide courtesy reporting removals unless it is disputed and youre information is correct. I explained my information was correct, I had it sent to  XXXX  and the bureaus, and the phone and chat agents had updated my records for the disputes and saw where I was right. They had me paying a month in advance every month for a long time and never noticed it. The lady ended up hanging up on me.
 XXXX 
I didnt know what I was going to do or what I could do but after speaking with a manager at  XXXX  with the power to manually update the criteria he gave me his information and fax to update the information. It took almost 50 days to get an update which was not in my favor once again. I was told the information was verified but again nothing showing how or why it was verified. There was no way it could be right because even agents from   XXXX   saw it was incorrect and tried to help me dispute it.
      The payment for  XXXX  was reported late because of all of this. I was actually one month ahead but since I understand that it is computers and not people reporting the payments it was sent incorrectly.     
The   XXXX    payment was due on  XX/XX/XXXX . I setup the payment on XX/XX/XXXX  and it posted on  XX/XX/XXXX . Finally, my report showed on time.
 XXXX  XX/XX/XXXX - Showing paid. After all the fighting I did finally have a credit shown on my account and it showed no payment was due for  XXXX .
 XXXX 
 XX/XX/XXXX - My statement showed that I now owed for  XXXX  and  XXXX . Because I had to pay for so many things up to us moving into a new apartment I asked for an extension and the chat agent set it up for 2 months because he said it would include  XXXX . I wasnt happy with that because it should have been a credit for  XXXX , but I took it and my report did not show any lates for  XXXX ,  XXXX , or  XXXX . The agent told me the next payment would be due on  XX/XX/XXXX .
 XXXX 
Since my next payment was due on  XX/XX/XXXX  and we had just moved, I knew that I could have until  XX/XX/XXXX  to get the payment into them before being 30 days late and because of the move I was still getting things straightened out. On  XX/XX/XXXX  and  XXXX  I went to a  XXXX  dealership looking for something to trade in for and get better mileage as well as room for a new baby. On  XX/XX/XXXX  I called  XXXX  and chatted with an agent ( always both to verify it was actually noted ) and asked them if I was trading in the truck if I needed to make a payment before XX/XX/XXXX  and that I did not want a late payment. They said that I shouldnt make a payment because it may not post in time for the dealer to see my balance was lower and it could cause issues. When I got to the dealer on  XX/XX/XXXX  I told them to call   XXXX   XXXX   and remind them I was trading in the truck and they told   XXXX     XXXX   it could take 10 days to show up as paid but they didnt want me to be hit with a late payment either.   XXXX   agreed and we moved on.
     
Experian lists a late payment on my report for   XXXX   and  XXXX  shows it was paid on time but shows my current status as 30 days late.
 XXXX 
As you can see, I have all of my dates, my contact with  XXXX , and the frustration on this account documented very well. I have all of the emails from  XXXX  showing my payment dates and amount, scheduled amounts, posted dates, etc for the months in question.
     
It really is a simple solution because all of this stemmed from the payment extensions and so when the original date for example of   XXXX   was pushed back to  XXXX  and a payment was made in  XXXX  the payment in  XXXX  would look as though the previous month was 30 days late and it wouldnt be credited for  XXXX , but that is not correct because there was an extension granted for that month and a month added to my loan term.
 XXXX 
Lastly, on this account when I disputed the account for the first time in  XX/XX/XXXX I actually had the late payments of  XX/XX/XXXX ,  XX/XX/XXXX , and  XX/XX/XXXX  added to my report after it had been closed for more than 8 months. Not sure how thats possible but it was added on my  XXXX  report.
 XXXX 
To clarify, I have sent documents to  XXXX  and all   XXXX   bureaus. I never got back any verification from either source only a verified or even a dispute not specific response and nothing changed. It really is a simple mistake and I do not blame  XXXX , or the individual workers there for the information reported by a computer but I would love this to be resolved.
 XXXX 
On XX/XX/XXXX  I did a three way call with Experian and  XX/XX/XXXX  and the CSR named  XX/XX/XXXX  said  XX/XX/XXXX did not have any documentation on my payment history and he admitted he didnt have any idea how it could be verified without that information but was not in the power to have it removed personally and I was told to mail in my dispute.
 XXXX 
This is really unfair because  XX/XX/XXXX  could report anything they want and they would not have anybody force them to correct it so that is what I hope you all can do.
 XXXX 
I know I may not have paid on the due date every single time but I was actually ahead more often than not after the payment extension fiasco and if I was after the payment due date I was certainly never 30 days or more. That may not be the best way to go about payments but I own my own business and I was doing everything I could to keep my account in good standing and my credit report clean!
 XXXX 
This inaccurate reporting is hurting my ability to obtain a home loan and I have desperately asked  XX/XX/XXXX  and the  XX/XX/XXXX  bureaus with the incorrect information to be updated quickly so I can close on my home loan and get the best possible rates.

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