Consumer complaint received 2016-01-29
Company: EQUIFAX, INC.
State: VA
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint:
Dear Sir or Madam : We are writing to dispute the following information in my file. I have highlighted the item I dispute on the attached copy of the report I received. 
This item XXXX XXXX Auto payment for XXXX XXXX is inaccurate on all the credit reporting agencies for XXXX and XXXX XXXX and specifically on Equifax it displays 60 days late or two or more payments. The information is inaccurate because XXXX attempted to pay this amount utilizing the creditors web pay system, but it was unavailable. XXXX contacted the creditor via telephone on XXXX XXXX, XXXX and explained she was trying to access her account for review and payment to pay the amount of {$460.00} which would have been within the terms of agreement to satisfy the amount due and to prevent any 30 days late. The phone representative could not provide any assistance for XXXX to resolve the issues with the creditors web site unavailability. XXXX could barely understand the representative who spoke broken English that was mostly non- legible. XXXX never understood the representative offer to review her account with her over the phone ; neither did she hear him ask to take the payment over the phone. The representative never advised XXXX that her payment was approaching a 30-day late status. In fact, XXXX became fairly impatient with the fact that she had someone who could barely speak XXXX and a website that was not available. This contact with customer service failed the XXXX 's in their attempt to pay the debt timely as they had done since inception of the loan nearly four years prior. XXXX eventually, after many hours and attempts was able to access the site without help from Customer Service. 
XXXX proceeded to make the payment via XXXX XXXX XXXX account on XXXX XXXX, XXXX on the web pay site for the XXXX. On the site and on the back of the bill ( see attached ) it clearly states that any payments made by check even if sent by someone else will be used for electronic transfer of funds may be withdrawn from your account the SAME DAY YOU MAKE OR WE RECEIVE YOUR PAYMENT. THERE IS NOTHING IN WRITING ON THIS BILL STATEMENT THAT INDICATES THE PAYMENT HAS TO POST TO YOUR ACCOUNT BEFORE IT IS CONSIDERED AS RECEIVED. In fact, XXXX and XXXX 's understanding in accordance with the terms of payment stipulated on the bill that the day a check is received is the day the funds should be considered as transferred and XXXX HAVE A RECEIPT OF PAYMENT BEING RECEIVED BY THE CREDITOR ON XXXX XXXX, XXXX ( See Enclosed ). The date XXXX wrote on the check has no bearing in accordance with the payment schedule terms found in writing on the site and on the back of the billing statement. Had the creditor acted as stated on the terms of the payment agreement and processed the check as an electronic transfer on the same day it was received ; then it would have been honored by the XXXX 's bank, just as it was on the day the XXXX decided to post the check ( See Enclosure ). The XXXX 's made their payment prior to XXXX XXXX, XXXX which was the deadline for the 30-day payment to be received prior to being considered as 30 days late. Further, this Creditor does not report to the credit reporting agencies until the XXXX day of the month. THIS WAS LONG AFTER THE XXXX 'S PAYMENT HAD BEEN RECEIVED AND POSTED. The XXXX 's can not be responsible for when the Creditor post the payments. The payment was received in accordance with the terms and agreements to be made less than 30 days late. The date on the payment that was received XXXX XXXX, XXXX was XXXX XXXX, XXXX, but that was irrelevant. Even, if the Creditor did not post the payment until after XXXX XXXX, XXXX it is simply a XXXX policy to allow a customer in good standing a few days ' grace period " XXXX time '' at XXXX, during the 6-year

Company response to consumer: Closed with explanation