Consumer complaint received 2021-07-06
Company: EQUIFAX, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
This issue concerns XXXX XXXX XXXX 's internal errors in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing errors, XXXX XXXX failed to close my account and marked it late. 

I conduct my personal banking through XXXX XXXX. On or about XX/XX/XXXX, I purchased a used car. The purchase was financed through XXXX XXXX XXXX for a total amount of {$38000.00}. 

On XX/XX/XXXX, I paid off the XXXX XXXX XXXX loan in the full amount of the outstanding balance of {$31000.00} ( First Payoff ). See XXXX XXXX XXXX. XXXX, XXXX Letter ( Exhibit 1 ). I received a copy of the clear title from XXXX XXXX. 

By letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that " due to a system outage between XX/XX/XXXX and XX/XX/XXXX, we [ the bank ] did not withdraw funds from your bank account for the payoff that was submitted. '' See XXXX XXXX Apr. XXXX, XXXX Letter ( Exhibit 2 ). 

On XX/XX/XXXX, I gave XXXX XXXX XXXX authorization to re-process the payoff amount of {$31000.00} ( " Second Payoff '' ). See XXXX XXXX XX/XX/XXXX Letter ( Exhibit 3 ). 

XXXX XXXX failed to process the Second Payoff. On XX/XX/XXXX, I spoke with a XXXX XXXX XXXX representative who stated that the system did not reflect that my account was paid off and that there must have been an error in processing. The XXXX XXXX XXXX representative recommended authorizing another payoff of {$31000.00} ( " Third Payoff '' ). 

On XX/XX/XXXX, I discovered that by XXXX XXXX XXXX account had been debited twice for the payoff, a total of {$62000.00}. See XXXX XXXX XXXX Statement showing double debit of the Second and Third Payoffs ( Exhibit 4 ). 

I immediately contacted XXXX XXXX XXXX about the double debit error. XXXX XXXX said someone would call me back in 48-72 hours. Nobody ever called until I called them. 

In the meantime, on XX/XX/XXXX, I initiated a report with XXXX XXXX XXXX about an unauthorized withdrawal of {$31000.00} from my bank account. See XXXX XXXX XXXX Letter dated XX/XX/XXXX ( Exhibit 5 ). XXXX XXXX XXXX agreed that it was a double payoff, and reversed one of the payoffs on XX/XX/XXXX. See XXXX XXXX XXXX Statement showing XX/XX/XXXX reversal ( Exhibit 6 ). 

On XX/XX/XXXX, XXXX XXXX XXXX reversed the other payoff. See XXXX XXXX XXXX Statement showing XX/XX/XXXX refund ( Exhibit 7 ). At this point, XXXX XXXX had reversed the First, Second, and Third Payoffs. 

By letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that my payoff was returned for " check truncation entry return. '' As a result, my XXXX XXXX XXXX account was re-opened. 

After approximately a week, I was able to correct the payoff problem. On XX/XX/XXXX, I authorized the fourth payoff ( " Fourth Payoff '' ). See XXXX XXXX Bank Account Statement showing payoff on XX/XX/XXXX ( Exhibit 8 ). 

By letter dated XX/XX/XXXX, XXXX XXXX XXXX sent an apology letter to me and backdating the Fourth Payoff to the date of the First Payoff, XXXX XXXX, XXXX. XXXX XXXX XXXX also sent me a check for interest that I paid on the Fourth Payoff. XXXX XXXX XXXX XXXX Letter dated XXXX. XXXX, XXXX ( " You authorized a new payoff for {$31000.00} which posted on XX/XX/XXXX, and was made effective for XX/XX/XXXX. '' ) ( Exhibit XXXX ). 

Despite my multiple calls, four payoff attempts, and documentation showing XXXX XXXX XXXX 's errors, the marked my account late and reported me to credit agencies. I found out about this reporting on XX/XX/XXXX, while I was obtaining financing for a new home. This issue is causing me to either have a higher interest rate on my new home purchase, or to buy a lower rate by purchasing " points '' for approximately {$4000.00}.

Company response to consumer: Closed with explanation