Consumer complaint received 2022-08-05
Company: EQUIFAX, INC.
State: CA
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:
My name is XXXX XXXX XXXX XXXX I am filing this complaint because I have exhausted all of my possible options to rectify a situation in which my credit card company " XXXX XXXX " refuses to rectify even after they admitted to the error being on there behalf. U believe under the " CARES ACT '' they should have removed late payments and went back to reporting it current because of cover XXXX have been trying to get this matter resolved for about a year now. I have even worked closely with one of the Equifax credit reporting company to resolve the issue but after months of trying to resolve the issue through them, I was told I could only fix the problem through XXXXXXXX XXXX, they could only make a note of the error. The error that I am referring to is XXXXXXXX XXXX had reported my account late on payment 3 times resulting in my credit score to drop XXXX pts. I have been with XXXX for XXXX year and I have been in good standing throughout the duration and I continue to do so even today when they have not fixed the error. I am currently XXXX living In XXXX paying XXXX a month to stay here because my once excellent credit score is to low to get approved for a home. The error accord when back in oct/nov of 2020 this is during the pandemic. I reached out to them to see what pandemic relief programs were available because most of my other credit card had programs. My mother was going through a really bad divorce at the time so I moved in to help her but she was forced to sell the home in the divorce so I was trying to get a jump on all my finances so that's why I reached out. I then consulted with a young lady in which she came up with a program in which my monthly minimum payment would increase from XXXX to XXXX a month and it would keep me current in terms of my payments. Which I agreed to because I she said by doing so I wouldn't be reported late. So I moved into a hotel with my mother for 3 months while we looked for a home. finally found XXXX and was denied do to my credit score. Thats when I realized XXXX was reporting my account late even though the program the young lady put me in was taking the amount out of my account monthly through automatic payment. So I didn't realize the dip in my score because to my knowledge the money was coming out of my account. Once I found this out I immediately contacted XXXX to rectify the situation. This is prime time in the pandemic most ppl were working from home. So it was difficult to actually get a manger on the phone or find anyone who could resolve this issue. I finally got a manager after weeks of sitting on hold being transferred day by day to get someone who either transferred to someone who couldn't help or just simply hung up. I finally got a manager in which understood what happen then credited my account XXXX dollars do to the error on behalf of the employee who essentially put me in the wrong program which wasn't making my account which was the reason for me calling in the first place. I let several people know about he situation I was in, pleaded with several ppl who simply didn't care and didn't want to fix the reporting side of the issue which was do to the fact there employee was misinformed and then misinformed me. I was told I had to go through credit bureau ( Equifax ) etc to remove the late payments, eventhough the money was automatically coming out of my account every month and is still doing so till this day. I then filed disputes with equfiax which took more months to resolve which finally they said we can make a note of it but XXXX is the actual one who has to remove the wrongful late payments. I Still call and try to get them to fix this error, employees understand that its an error but no one has any intent on helping me fix this. I am literally homeless and I have never had a late payment with XXXX. I don't know what to do at this point. I just understand that it is not fair practice for them to do this to people who haven't done anything wrong. I have been the standard of customer as I said I have never had a late payment in 7 years. So to whoever is reading this I am pleading someone to help me bring this to resolution. I have attached the 3 months in which I was being reported late and the money was automatically coming out of my account. I also never received in calls from them to bring me current. I also have file showing XXXX credited my account XXXX dollars because they admitted the error was on there behalf.Under the cares at that shows My account should of never been reported late.

Company response to consumer: Closed with explanation