Consumer complaint received 2022-06-06
Company: VYSTAR CREDIT UNION
State: TX
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: Problem with personal statement of dispute

Complaint:
On XX/XX/2022, I received an email from XXXX that Vystar CU had reported " NOT MORE THAN TWO MONTHS PAST DUE ''. I immediately logged into my XXXX account and discovered immediately before this posting that had also reported " NOT MORE THAN 1 PAYMENT PAST DUE '' on the same date. ( Attachment 1 & 2 ) Since this account was paid off in XX/XX/2022, and has reflected a balance of zero due since I called Vystar to inquire. The representative advised the online Vystar pay system does not allow the consumer to complete a pay-off directly on their website, you must call and speak to a rep for an accurate payoff amount. I pay my other monthly Vystar credit card bills online through Vystar and when I log in biweekly, this account has always reflected a balance of XXXX dollars due ( Attachment 3 ). I did not even realize this account had anything due on it until I received an email from XXXX that Vystar reported the account 1 month and 2 months past due on the same reporting day. The representative advised that I owed {$10.00} in loan interest and immediately transferred funds from my account to pay the interest and make the loan paid in full. 
I asked him why I never received a statement online or via postal mail that I was behind XXXX month on my payment. He stated Vystar has 2 systems that are supposed to talk to each other, but they do not. He further stated Vystar is aware of this issue, and they are in the process of updating their systems. He commented that I most likely did not receive a notice I was late due to the one system recognizing the account had been paid in full in XXXX, but the other system reported I was delinquent. The representative stated Vystar is very aware they have issues with consumers thinking they are paying off their debt via online when in fact they aren't. He further stated, there was currently no mechanism in place to protect the consumer. Again, Vystar was aware this was an ongoing issue for their banking customers. I asked him why if interest accrued would it not reflect on my home page with a balance instead of reflecting a XXXX dollar amount, especially since their system did not allow for a consumer to pay of a loan online, wouldn't the system think there was/is a balance and reflect as such. He again stated Vystar is aware they have an issue and this is one of the many reasons they were upgrading their website. He also acknowledged that Vystar has my accurate mailing address on file and could not explain why I was not receiving paper statements. 

On XX/XX/2022, I filed a dispute with all 3 credit bureaus and on XX/XX/2022, I was advised Vystar denied the request to remove the reporting 's. 

On XX/XX/2022, I called and spoke with a Vystar representative to file an appeal. The Vystar representative took all the information and advised they would reply within 7-10 days. On XX/XX/2022, the same representative called to say the finding will remain. She stated Vystar mailed statements to the address on file of this account. I advised her this was inaccurate and requested they send documentation of this statement being mailed or emailed to me. I stated the only written statement I receive through the postal service is for my childs account ending in XXXX and my credit card ending in XXXX. I advised her this was inaccurate and I was requesting Vystar to provide me proof of a statement for account ending in XXXX either being mailed via postal service or email reflecting I had a balance of {$10.00}. She stated she would submit the request and I would be provided a response in 7 days. As of today, XX/XX/2022, I have received no response.

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