Consumer complaint received 2016-01-12
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint:
On XXXX XXXX, 2015 my wife, XXXX XXXX, and I, XXXX XXXX, applied for a new home loan. When XXXX pulled our credit report XXXX XXXX XXXX did not show us being late for 60 days in XXXX 2015, or 30 days in XXXX 2015. When our Credit report was pulled again by XXXX on XXXX XXXX, 2015, all of a sudden they showed us 60 days late in XXXX 2015 and 30 days late in XXXX 2015. My wife immediately called XXXX XXXX XXXX to find out what the issue was. After thoroughly explaining our current situation and that we were not late, the first person she spoke with told her that she understood, but could not help, so she transferred me to the collections department. After explaining again, the person in collections, told her that I our account was not delinquent, and she was sorry but there was nothing she could do, that she would have to transfer her to Finance. Again, she had to re-explain everything, and was told that our account was not delinquent and that they would have to transfer her to Accounts Services. Again, she explained everything, the gentleman, informed her that they had been up dating their systems and for whatever reason, he could only see certain months. Of which, what he could see we were not delinquent, but that as much as he wanted to help the only people in the company, at this point that he knew could see all information, was Finance. He apologized, and said he would have to forward her to Finance, again. So, for the 5th time, she re-explained everything. After looking at our account she was told that we were not showing delinquent, and that she did not understand why it was showing on my credit report, that I would have to dispute that with the credit bureau. Even though, she asked her if there was something that she could email or fax us. She then responded with I could mail you something, but ultimately you have to dispute it with the credit bureau. So I asked again, at that point she asked me to hold to see what she could do. When she came back on the phone she said that our account was " all of a sudden '' showing past due. When asked to explain. She said we called you in XX/XX/XXXX to let you know and you said to call back at XXXX. She told to her that she informed the person that it was impossible, because our account was set up to auto withdraw from our checking account, and that she was working and that was why. She also informed her that we never received any calls back, and the house phone at that time forwarded to her cell. So there is no way we would 've missed it nor did we receive any voicemails. She also explained that, " We had noticed XX/XX/XXXX that the XX/XX/XXXX payment had not been pulled out so that is when she called and asked what was going on. The young lady she spoke with explained that she could see it was auto drafted before, but could not figure out why it all of a sudden stopped. She asked if we could set up a payment for that day my wife asked if it could wait until the end of the month with no penalty, due to her having started a new job and us waiting on her first paycheck. She said as long as it was paid by XX/XX/XXXX it would not count against us. My wife then asked if we could reset up the payments to auto debit from the same checking account, just like it had before prior to this, seeing as my husband nor myself, did NOT ever requested it be stopped. She said yes, that would be no problem, we set it up and reassured my wife that nothing would go against us on our credit past or present. '' After explaining this to the woman in finance, she told my wife well there is nothing I can do except tell you to dispute it with the credit bureau. So after being transferred 4 times and speaking with XXXX people, of whom all XXXX said that the account was not delinquent, then all of a sudden it is, we are still in the same spot.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation