Consumer complaint received 2022-07-27
Company: EQUIFAX, INC.
State: MS
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:
I financed a dining room table and chair set from XXXX XXXX XX/XX/XXXX. I went into their store, picked the set and paid a {$370.00} deposit. My husband picked up the set from their warehouse 2 weeks later. Upon getting it home, there were several imperfections in the marble table top. There were also scratches on the wood under the marble top. XXXX agreed to exchange the table but would not come to pick it up unless I paid an additional delivery fee. I went back to the store where the purchase was made and explained the situation to the store manager XXXX. He would not waive the fee, so I paid an additional {$120.00} for them to pick up the damaged table they sold me and replace it. XXXX gave me a delivery date of XXXX. Delivery was never made XXXX. XXXX I called the warranty dept and was advised the appointment was never set up. I was told to call the warehouse to set up delivery. Another appointment was set up for XX/XX/XXXX, but the 2nd table is also damaged. I sent pictures to the store manager and the sales rep. I was told they would set up another delivery date to exchange. Also in XXXX my grandmother informed me that I had received some mail at her home, which was odd as I haven't been associated with her address in many years. XXXX sent all my paperwork and payment booklet to her address. This was not the address I listed on my application, nor the address on any of my ID documents. I have no idea how they got her address. I contacted the sales rep, he advised it would be corrected and sent a text message stating I could be billed for the set until XXXX delivered it. The 2nd week of XXXX XXXX comes out to exchange the table, but the replacement table is not the table I purchased. XX/XX/XXXX I contacted XXXX 's corporate office and was advised that the table I purchased was on backlog until the end of XXXX and someone would contact me when it was in stock. XXXX Sent email to the warranty dept requesting an update on the table. I'm told the table is back in stock and I need to call the warehouse to set up delivery. Delivery is scheduled for XX/XX/XXXX, but they did not show. XX/XX/XXXX I called the warranty dept again, but I was referred to the store manager, XXXX. Per XXXX, their system showed the table in stock but he wasn't sure because they had just updated their inventory system. He stated a physical inventory count would be conducted the following Monday and he would call me Tuesday. I never heard back from him. The first week of XXXX my XXXX XXXX XXXX grandmother tells me again that I received some mail at her house. It was a collection notice from XXXX stating my account was past due. XX/XX/XXXX I contacted the sales rep to get an understanding of how my account would be past due when I hadn't received the table and he had previously advised that I wouldn't be billed until they delivered the table. I had a 3-way phone call with the sales rep and XXXX in their billing dept. I was told that they would issue a stay on the payments and set up another delivery date. The sales rep was supposed to call me within the next few days with the date of delivery. XXXX also gave me the name of XXXX XXXX and told me to email him concerning the account, which I did XX/XX/XXXX. The 4th delivery attempt is made XX/XX/XXXX, but again the marble is damaged. The table looked worse than the original. I sent a 2nd email to XXXX XXXX with pictures of the table they tried to deliver. I explained to him that this had gone on way too long. I told him I would just keep the table if they refunded the delivery fee and gave a 20 % discount due to the table being damaged. I never received a response. XX/XX/XXXX I received a collection notice from XXXX via email. I responded by attaching all of the emails I had previously sent trying to resolve the issue. XXXX XXXX responded stating she was unable to assist but had notated my account and that XXXX XXXX was the person I needed to speak with. That day I called to speak with XXXX XXXX, but was routed to voicemail. In XXXX I started researching other actions that I could take to rectify this issue. The second week of XXXX I called XXXX and spoke with XXXX XXXX. She tells me they will not be able to replace the table due to a manufacturing defect. She was only concerned about receiving payment for the table. I felt with all I had gone through concerning this table, if I was forced to keep the damaged table they at least should have given a discount due to the damage. She was not willing to assist me. I knew I would soon be trying to purchase my first home, so I didn't want anything messing up my XXXX credit score. I checked my credit profile, XXXX reported all payments on time until XXXX when it was reported as 30 days late. I logged into my XXXX account online. It reflected my account was delinquent {$480.00}. I made a {$700.00} payment to bring the account current. Per the receipt, the account was current and the next payment was due XX/XX/XXXX. XXXX I received a letter in the mail dated XX/XX/XXXX at my address stating my account was {$79.00} past due. I sent the letter to XXXX 's billing dept along with my receipt from the {$700.00} payment via email. I received a response from XXXX XXXX asking me to call her in reference to an email she received regarding my account. I explained the situation to her over the phone and paid the remaining balance over the phone with her. I submitted an application for a new construction home loan and although I was approved, I was told my interest rates are high due to my credit score. This was shocking to me as I had just financed a new car with XXXX  XXXX XXXX and knew my credit score was XXXX. The mortgage lender advised they pulled all 3 reports. I had a XXXX with XXXX, but my scores with XXXX and Equifax were about XXXX points lower. When he looked into why, he informed me XXXX was reporting a charged off negative account on XXXX and Equifax, but not on my XXXX.

Company response to consumer: Closed with explanation