Consumer complaint received 2020-04-06
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/2020, I called XXXXXXXX XXXX XXXX and changed my credit card payment date from the XXXX to the XXXX of every month. This way I would have no issue make 100 % payment and have that reported consistently. They informed me that the change would not take place until XX/XX/2020. 

Before making my XX/XX/XXXX credit card payment, I called XXXXXXXX XXXX XXXX  on XX/XX/XXXX to make sure I understood when my XXXX statement would close so that I did not use my balance sooner than it would be reported. I basically called to confirm that my money would need to be on the card until XX/XX/XXXX, XXXX EST. 

I discussed this with a XXXX XXXX XXXX representative who confirmed with me that my statement would close on XX/XX/XXXX and whatever balance is on my card by end of business on XX/XX/XXXX, at XXXX EST is what would be reported. We also confirmed that my payment due date change would take effect on XX/XX/XXXX and my statement would generally close on the XXXX of each month going forward. I explained during this call that I would need to use the balance rather quickly so unfortunately, my money would not sit on the card but I would use it basically right after the XXXX and it was confirmed that so long as it's on the card by XXXX on the XXXX it would be reported. 

I paid {$400.00} of my {$500.00} balance on XX/XX/XXXX and I proceeded to use my card on XX/XX/XXXX as I explained to the XXXX XXXX XXXX representative. Finally, on XX/XX/XXXX I got a notice from the credit bureaus that I had used 100 % of my credit card balance and thus my credit score was dropped XXXX points with XXXX  and XXXX  + XXXX points with Experian. 

I called to discuss with XXXXXXXX XXXX XXXX  because I had called to confirm this with a representative on XX/XX/XXXX solely for the purpose of avoiding this sort of issue. They said they listened to the recorded call however they do not feel I was " Mislead '' during the call. However, the representative told me clearly that my statement would close on XX/XX/XXXX as per usual. And that the change would take place starting in XXXX. It turns out that was incorrect information so I unknowingly used my balance sooner than it was reported. 

I checked my XXXX and XXXX statements from XXXXXXXX XXXX XXXX which did not indicate a change in my statement close date, I also spoke with them on XX/XX/XXXX they didn't indicate the change in my statement close date, and when I changed my payment due date on XX/XX/XXXX they never indicated this change so there was LITERALLY no way for me to know about this change. Literally. Even with the fact that I called them one day before making my XX/XX/XXXX payment they did not inform me when I called to confirm my statement close date. 

And after all this, the complaints department has told me they will not change what was reported because they feel it is accurate and I was not misled.

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