Consumer complaint received 2020-03-11
Company: Experian Information Solutions Inc.
State: TX
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:
In XXXX to XXXX of XXXX, I changed banks for the drafting of all of my bills payment. Amongst the companies which was switched was XXXX auto pay as well. So, to make ensure that nothing went wrong, I set up payments of {$25.00} dollars, in which I estimated that a XXXX and something charge would require, to make sure that the auto pay change would take effect. However, the minimum payment requirement was XXXX dollars more than I anticipated for XXXX and XXXX dollars more in XXXX. And for whatever reason, the auto pay change failed and never processed. In XXXX XXXX received the {$25.00} payments, but the minimum payment requirement was for {$27.00} dollars ; however, they did not notify me that they did not receive the minimum payment. And the same thing happened in XXXX, they only received the extra payment I had set up as a possible security measure, but still they did not contact me to let me know that for 2 months now, they have not received the minimum payment. Now, at this point is where a 30 days late should have been reported, but they did not. I am assuming it was because they got most of the payment until they did not count it, nor did they contact me. Finally in XXXX, there were no payment at all, they contacted me by phone around the XXXX to let me know that my account was past due. I thought it was a joke since my account was set up on auto pay. I called them back and immediately took care of the payment of XXXX due. At this point, I had concern about reporting because it technically had been 3 months of no minimum payment which equates to 60 days past due. ( The ways it works it the first missed payment doesn't count as a report, which was XXXX, but in XXXX when minimum due was missed again, that is a 30 day late. However, XXXX did not acknowledge XXXX or XXXX, just XXXX. If they had contacted me in XXXX, I would have corrected the situation ) Also, they continued to allow me to charge to the card, not knowing that they had not received minimum payment. I charged to the card in XXXX and XXXX, on XX/XX/XXXX and XX/XX/XXXX. If they had let me knew then, I could have corrected this issue. What part do XXXX not understand that I did not know that my account was not longer set up on auto pay. I did not cancel my auto pay, but changed the bank account information. I called them several times disputing that my account was set up on auto pay, but I got the run around from them and just letters stating the obvious, it was past due. I was not disputing that it was past due, I am and was disputing that it should not have been, since it was set up on auto pay. I asked several times how my auto pay got taken off, but no respond from them on how that happened. I asked why wasn't I contact in XXXX when it first happened and still nothing, so I could have corrected it. They waited until no payment was received, and my account was really past due before contacting me. They gladly credit back the late fee, but I am getting no where with this late. They refuse to take ownership of their lack of servicing this account properly. If they had just contacted me when first minimum payment was missed, or when I first continue to use the account on XX/XX/XXXX, if they had refuse to allow me to do so and told me it was because they did not receive the minimum payment, or even in XXXX, then this could have been corrected. 

I am disputing that if even if you look at it how XXXX is looking at it, if they are acknowledging XXXX only as no payment, then it would be the first missed payment, and a 30 day late still should not have been reported. It should not have been reported until XXXX, if I did not correct it. XXXX has failed me as a creditor when it come to this issue, and I don't take my credit lightly, and do not appreciate a creditor who takes in lightly with care to safeguard it. 

I wrote XXXX twice stating that I am disputing the fact that my account shouldn't have been past due because the autopay should have paid it, not disputing the fact that it was past due. I asked several times how did not my auto pay get removed, and I have not had them to answer that question.

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