Consumer complaint received 2023-11-30
Company: Experian Information Solutions Inc.
State: TN
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
NEW EVIDENCE in response to an earlier reported issue has been acquired, further proving that XXXX XXXX XXXX experienced an error resulting in payments to XXXX XXXX being `` returned '' ( bank statements/newly acquired letter from XXXX XXXX show they were not returned ) from previous months. This resulted in XXXX XXXX XXXX retroactively changing credit bureau reporting for XX/XX/XXXX to suggest a payment at 30+ days late. New documents and the following information show that not to be the case, and that this issue did not originate with the consumer ( myself ) or XXXX XXXX. XXXX XXXX 's earlier response to an investigation state : " The Bank directs the Customer to the financial institution the payments came from regarding the returned payments. " My bank, XXXX XXXX, responded ( letter attached ) stating that there were no interactions - debits or credits - related to the returned payments XXXX XXXX mentions, rendering it impossible for XXXX XXXX, let alone myself, to have requested returns, or for XXXX XXXX to have rejected payments. I received " payment failed '' notifications on XX/XX/2023 for XXXX XXXX payments ranging XXXX. Those payments, including the payment on XX/XX/XXXX for {$190.00}, showed as " posted/successful '' on the XXXX XXXX for 45 days. Neither XXXX XXXX or myself had any knowledge of XXXX 's payment being anything other than satisfactory from XXXX. The card 's balance reflected that payment as successful, and the available credit reflected a successful/satisfactory payment. Furthermore, within an hour of receiving notifications that there was an issue with payments, it was rectified... I re-sent payments immediately and followed up diligently to ensure their success. It is worth noting that had I chose to follow up every day from XXXX to ensure XXXX 's payment was successful, I would have been told " yes. '' Initially, XXXX XXXX reported a 30+ days late payment for the month of XXXX to credit bureaus ( XXXX were accurately reported as on time ). This was false, as XXXX XXXX statements for every month since membership began shows on-time payments. XXXX XXXX corrected the month of XXXX to show " on time '', then retroactively changed XXXX 's status to " 30+ days late. '' XXXX XXXX responses state that because XXXX 's payment was " returned '' it rendered it late, and they are required to report it as such. However, every document included in this complaint shows that the consumer ( myself ) fulfilled all obligations to make on time payments, had no knowledge of the need to re-issue a payment, and that my bank had zero knowledge of any issues. The moment an issue rose, it was rectified. If XXXX XXXX had payments left " unsatisfied '' for XXXX, such was only the case for an hour. There were no late notifications in the months/weeks leading up to this, and the card functioned normally. Lastly, it's worth noting that over the course of several interactions with supervisors, one XXXX XXXX representative did discover an issue on their end that caused this, and it is NOT the issue stated in XXXX XXXX 's previous CFPB response. This representative spent hours identifying, detailing and notating the issue from their end, but it appears that those notes are either buried deeper than XXXX XXXX cares to investigate, or they can not be found. The attached letter from XXXX XXXX, along with XXXX XXXX statements showing no interactions from XXXX XXXX on these transactions, should be considered as proof that myself nor my bank did not initiate returns. XXXX 's XXXX XXXX  statement shows no returns corresponding with XXXX XXXX 's XXXX statement. As a consumer, I seem to be lost in the middle of technical glitches, and regardless of their origin, all I have done is pay the XXXX XXXX bill on time, every month, and work to resolve any errors stemming from companies promptly. I kindly request that the Experian/XXXX  XXXX XXXX correct XX/XX/2023 's credit bureau reporting to reflect that I made those payments on time ... any issues arising from those payments were beyond mine and my bank 's control.

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