Consumer complaint received 2019-11-12
Company: Experian Information Solutions Inc.
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Good afternoon, I have financed two cars with XXXX in XXXX and XXXX. I have never been 30-days late with a car payment ever!! I was noticed by Experian that I had a 30-day late notice  from XXXX. I do my monthly payments 95 % over the XXXX/XXXX  Automated phone system and there have been times where XXXX/XXXX  Automated phone system doesn't work the voice prompts skips and the payment can not be completed so then I have login into their website. On XX/XX/XXXX I used the XXXX/XXXX  Automated phone system to pay month XXXX payment, however, it was not working the voice prompt would skip I tried several times and XXXX customer service dept was closed. They do not have 24/7 customer service. I didn't have my laptop with my so I made the payment the very next day XX/XX/XXXX online. I had the funds in my account to make my payment. I can provide a letter from my bank stating that there were enough funds in my account to cover pay auto payment. 

Again, I have NEVER been 30-days late with any of my payments with XXXX. I called XXXX customer service they said I need to write a letter to the XXXX dispute center which I did the letter is in attachment. I told the XXXX dispute dept that my payment history has been excellent and never 30-days late. The fact that I made the payment the very next day ( not days or week ) but the next day because of their a glitch in their automated phone system ( XXXX will not take any responsibility it ) they made it clear it's all on the consumer. There have numerous complaints from XXXX customers that have experienced the same issue with the phone system. XXXX does not allow customers to speak directly to the dispute dept. All corresponds are through letters US mail. No human interaction no ability to speak with someone to explain the reality and devastating consequences of a 30-day late notice my credit report. I am good standing with XXXX ( payments ) YTD. 
I am very responsible about paying my bills, I have Experian to monitor my credit activity because I was going to response my house. I am a single mother of an XXXX child and have XXXX position as a XXXX XXXX  XXXX for a XXXX company. I am not unable to quality to refinance my home now. I have worked and dedicatedto make my payments onetime. 

However, since the XXXX 30-days late notice on my credit report my FICO has dropped 70- points. I had been met with corporate defiance and arrogance from XXXX there is 'no benefit of the doubt ' that their phone system was down and/or has glitches. It's just cut and dry. Even-though my payment history has been excellent and never 30-days late. This has caused me an enormous amount stress and for XXXX not to look at my payment history as never being 30-days late and putting up the arrogant corporate wall. I have never experienced anything like this before in my life. on XX/XX/XXXX I was told by a customer service rep named 'XXXX  : ' " Well Miss XXXX if you had made your payment on time then this wouldn't be happening to you. ' To actually try to shame a customer so I will go away quietly. XXXX has history too of being investigated by FTC due to lying about XXXX  XXXX  warranty parts/coverage, numerous class action lawsuits, XXXX  complaints, etc. But it seems XXXX take no ownership ( it's the consumer 's fault or someone else ) it's the BIG blame game and it'sdisgraceful.

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