Complaint sub-issue: Account status incorrect

The following correspondence was sent to XXXX XXXX on XX/XX/XXXX ( I have redacted my contact information : I am writing this letter for your assistance with a recently reported 30-day late payment on my account. I have been a loyal XXXX customer for several years and never had an issue with my account that required escalation to this level. 

On the XX/XX/XXXX, I accessed the XXXX XXXX website and made a payment as I typically do every month. Everything appeared in order as I submitted the payment and I received no other correspondence ( phone calls or mailings ) after that date regarding my account, so I assumed that everything was fine until Saturday, XX/XX/XXXX. On that date, I received several alerts from my credit monitoring subscriptions that I was delinquent on the account and a 30-day late was being reported to the credit bureaus. Upon receiving these alerts, I immediately tried to phone XXXX XXXX,  but unfortunately the office was closed. In addition to calling, I immediately accessed my account online and paid the entire outstanding balance, with the account now reflecting a payment due date of XX/XX/XXXX ( which was also verified today XX/XX/XXXX by XXXX XXXX ). 

In closing, Im not clear what occurred with the payment on XX/XX/XXXX, but this has been an extremely stressful event for me. I take great pride in having good credit and this problem has caused my credit score to drop significantly ( 100 points ). My lease on this vehicle is due to end in XX/XX/XXXX, and while I was hopeful to remain an XXXX customer, this adverse credit mark will make that difficult. 

*** In a short letter dated XX/XX/XXXX, XXXX responded that they would not be able to help me and provided me with a phone number to call ( XXXX ) with additional questions. No details regarding what happened to the payment made on XX/XX/XXXX were provided. I have tried to call the above mentioned number numerous times to get clarity on their investigation and have been put on endless holds and informed that there are no details to share. They also continuously quote wrong address information when verifying my account for security purposes ( which I have corrected every call ). This may be why no correspondence regarding the original late payment were ever received, but definitely adds to the confusion and challenges in dealing with this company *** ***XX/XX/XXXX Update*** I tried again today to call XXXX XXXX and determine what occurred to the payment I made on XX/XX/XXXX. The Customer Service Representative that I spoke with again misquoted my mailing address. Initially, she stated that she couldn't assist with any details and that the decision was final. I reiterated that the letter I received on XX/XX/XXXX instructed me to call with questions. She put me on hold for 15+ minutes. When she returned she said that her supervisor said there was nothing they could do, but she would transfer me to the team that could. She then placed me on hold for another 20+ minutes. When she returned to line she said again that they couldn't assist and that the decision was final. When I questioned her further and asked for investigation details, she said none could be furnished. Dealing with XXXX XXXX has been a horrible experience. Again, I have been a loyal customer to them for years and never had a problem, but their company values become clear with this interaction.