Consumer complaint received 2023-08-13
Company: Experian Information Solutions Inc.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
I was notified of a delinquent balance with XXXX credit ( account ending in XXXX  ), via a routine credit notification service the night of XX/XX/XXXX. Prior to this check, I maintained a perfect credit score for over 15 years. I called the day of XX/XX/XXXX, to rectify the balance and request that the delinquent report be removed. I spoke with ( person ) in banking who transferred me to ( person, # ) in collections. 

I was then informed that the above mentioned credit card that had been on autopay since the account was opened in XXXX, was not on autopay. I was not notified via email or phone of the delinquency. When I inquired, I was told that the documents were listed under new document in the online account, but no email or other notification indicating that any account with XXXX was delinquent was sent. When I asked why I was not called about this, the representative said XXXX calls people all the time. When I asked about [ removing the charge as a courtesy ), as I had banked with them since XXXX with no previous delinquencies or issues, they said that it was not their department and that I would have to fill out the form on the website for credit disputes. When I pulled up the page, it said that XXXX policy dictates that they will not remove accurate information from credit reports. regardless of dispute. When I read this to the debt collector on the phone, she reiterated that she wanted to make sure payment was collected so no further delinquencies would be reported. I did make the payment in full. They said that an investigation would be completed if I were to submit a credit dispute to XXXX XXXX, but in the interim, my credit score dropped almost XXXX points. Furthermore, following the phone call, I immediately tried to submit the form on XXXX, but each attempt to submit resulted in an error message on their website ( INSERT ERROR LANGUAGE ). 

My credit score has dropped substantially due to no fault of my own. This has ramifications for rentals, job applications, and basic security. When I was made aware of the balance, I paid it in full, as I always do, including all fees assessed with the previously unknown delinquency. 

The Consumer Financial Protection Bureau has listed canceling autopayments without sufficient notice in their Summer XXXX Supervisory Highlights under section 2.2.2. 

The supervisory highlights publication describes this action as institutions engaged in unfair, deceptive, or abusive acts or practices ( UDAAPs ) prohibited by the Consumer Financial Protection Act of 2010 ( CFPA ). 

Supervisory Highlights. ( XXXX, XX/XX/XXXX ). Consumer Financial Protection Bureau. Section 2.2.2 https : //www.consumerfinance.gov/compliance/supervisory-highlights/

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