Consumer complaint received 2022-10-08
Company: Grain Technology, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2022 I sent a request to change my bank account since I had changed my main bank and needed it to be updated to be able to make my XXXX payment which was due XXXX XXXX as well as all payments moving forward. I received a response from XXXX from customer support on XXXX XXXX. XXXX asked for the information of my new bank to make sure it was a bank they supported. She also asked for proof that my paychecks were being direct deposited to the new account. On XX/XX/2022 I responded with all the information requested. On XX/XX/2022 XXXX responded and stated my old account has been disconnected and when I opened the app I would be redirected to link my new account. I tried to set up the new account and set up autopay I though I did because on XX/XX/2022 I received an email from grain reminding me of my payment. However me being me I wanted to double check and make sure everything was ok. I logged into the app and saw that my new account was still not connected. I again sent a message to customer service on XX/XX/2022. To tell them that I had previously tried to connect my bank account however I was not able too. I did not hear back so I again reached out on XX/XX/XXXX this time I received an automated message stating that it was an automated message but that a live person would reach out to me in about 2 days. On XX/XX/2022 I received my statement and it showed that I was XXXX days past due at this point I was livid! and had still not heard back from customer service. On XX/XX/2022 Grain took a payment for a dollar from my old account. On XX/XX/2022 I finally received a response from the message I had sent XX/XX/2022. This time it was a different representative her name was XXXX. XXXX proceeded to again ask for the same information XXXX had asked for my new bank info and a screenshot that my payroll check was being deposited to my new account. On XX/XX/2022 I responded. I informed XXXX that I had already did this last month and also informed her that they had reported me as late when I have been trying since XX/XX/2022 to get this fixed. I told her I did not believe it was fair that I had a late payment and that I would be filing a complaint. On XX/XX/2022 XXXX responded to my message and stated she had disconnected my old account again and that when I logged in I would be asked to connect a new account again. On XX/XX/2022 I again responded and asked again about my late payment. XXXX responded on XX/XX/2022 stating that I had missed XX/XX/2022 payment and that they responded to me XX/XX/2022 letting me know that I could proceed with connecting my new account. I responded on XX/XX/2022 I responded and informed XXXX that the information she had was incorrect. I informed her that my old account was never removed and as proof it was the fact that she had to remove it on XX/XX/2022. I told her if it had worked on XX/XX/2022 as she stated it did then there would have been no need for her to do it XX/XX/2022. I also informed her that now I can not even log into my account and when I do try I just get a blank screen. On XX/XX/2022 XXXX asked me to try a few different thing to get the app to work so I did. On XX/XX/2022 I responded and informed her I had done what she had asked however the app was telling me to reconnect my old account rather then connect a new account. I even sent her a screenshot of it. On XX/XX/2022 XXXX asked I reconnect my old account and to let her know once it was done so she could then disconnect it again and I add my new account again. On XX/XX/2022 I responded and informed her that this is what I have been doing since XXXX. I informed her that every time they unlink my account I just get a blank screen. On XX/XX/2022 XXXX responded and stated that she had escalated my situation and that they were behind but I would hear something soon. On XX/XX/2022 I again reached out with no response I asked for an alternative to pay my card and was not given an alternative other then the app. I again followed up on XX/XX/2022 and again received no response. On XX/XX/2022 I reached out to the company via social media ( XXXX  ) and received a message that they would reach out to me via email. I still have not heard back from them. On XX/XX/2022 they reported me as 60 days late to the credit agencies causing me to loss over XXXX points to my XXXX XXXX. All I want is for those late payments to be removed from my credit report and al XXXX to pay my bill. I have been with the company for almost XXXX years and never had an issue or fell behind until this happened.

Company response to consumer: Closed with explanation