Consumer complaint received 2023-11-17
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have an auto loan with XXXX XXXX XXXX They are reporting one of my payments as late to credit reporting bureaus which has affected my credit score drastically by almost XXXX points. This is an inaccurate reporting that I have tried to rectify by contacting both Experian and XXXX numerous times. Despite giving them an accounting of the late payment not being due to my actions but to the operations of XXXX, they have not done anything hence why I am submitting this complaint. 

Please find below the details of the incident. 
I have an auto-payment through XXXX. This is under my maiden name still, XXXX. I've had this account with them since XXXX with no issues of payment until around XX/XX/XXXX. My auto-pay was unlinked due to 'insufficient funds '. I attempted to make a one-time payment through XXXX XXXX XXXX, however, there was no place to do so. I called their auto-services support so I could make the account current as quickly as possible. I was routed to their automated system, provided payment details, and received confirmation that payment was received. 
A few days later, I did not the see payment taken out of my account so I called support again, this time making sure to speak to a person. I provided the exact same account information, the person entered that information and told me everything was good and my account was current. Again, I did not see a payment go through so I called and spoke to another person and provided the exact same information as I had provided the previous two times. This time the payment did go through and my account has been current since that time.

I provided the exact same banking information three times. According to chase the first two times it didn't work is because the account was 'not found '. If that was the case, it was due to their personnel 's entry or due to a connection issue with the bank. I asked the person specifically what number they needed to make the payment go through and provided that number which included the account number and its prefix. I confirmed with my bank that's the correct number to share ( see attachment ). 

Additionally, I tried multiple times to reconnect to auto-pay through their online portal but there was not a way to do so with my particular account. After a few weeks had passed, the option did appear again and I was able to connect my auto-pay which has had no issues since that time. I bank with XXXX investments who uses XXXX for payment processing, which has never been an issue anywhere else. I've used this account for every single online payment including mortgages, HOAs, etc. and never encountered an issue. 

If XXXX shows a 'late payment ' that is due to their own personnel, operations, and online portal not because I was truly late with my payment. 
I have called XXXX many times spending hours on the phone to explain the exact information above to give them a chance to rectify the information in their reporting. I was told after an hour on the phone with XXXX it was being investigated and I would be contacted but never heard back from them. I also opened XXXX disputes with Experian who seemed to do very little investigation and told me they are going strictly off of what XXXX is reporting.

Company response to consumer: In progress