Consumer complaint received 2021-02-12
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC. (TX)

Complaint:
On XX/XX/XXXX at the beginning of the Covid19 global pandemic my spouse and I were offered forbearance from XXXX XXXX for our Vehicle Lease. 

We accepted the offer in the event myself and/our spouse lost our job, etc. After making our XX/XX/XXXX lease payment and the account being current our forbearance began for the following three months ( XXXX, XXXX and XXXX ). 

When the three month forbearance ended we were fortunate that neither one of us has lost our jobs and we saved the monthly lease payments and wanted to pay them back to bring the account 100 % current and not have to make all payments at the end of the loan. 

****This is when the issues arose and XXXX XXXX  became obviously not prepared or knowledgeable to handle such a situation. 

My wife called XXXX XXXX in XXXX to being making auto draft payments with XXXX XXXX and requested to make a lump sum payment of three payments that we had forbearance on. XXXX XXXX  stated they couldn't take a Lump sum payment and had to multiple individual payments, of which we did. XXXX XXXX also stated the Auto Draft system was not working and would need to call again to setup auto draft the following month ( XXXX ) to setup and start in XXXX. 

MY wife called in XXXX and again was advised the system wasn't allowing to do so and to call again in another month, so again my wife setup individual one time payments to keep account current. In XXXX my wife made another attempt to setup the auto draft with a XXXX XXXX  agent. The agent said the system was setup and would start XX/XX/XXXX. 

Move foreword two months to XX/XX/XXXX and we receive a DLQ notice form XXXX XXXX that our XXXX payment was never made. Qucikly may wife calls and makes multiple payments for the XX/XX/XXXX payment and the XX/XX/XXXX payment, made on XX/XX/XXXX. 

Prior to this XXXX XXXX  had already reported our account 30 days DLQ to the Credit Bureaus, of which both my spouse and I have over 800 credit rating each and this took us down to the low, low 700s. 

I quickly call XXXX XXXX, wait on hold hours and speak with a rep, advising the XXXX XXXX  auto draft system failed and XXXX XXXX  reported me DLQ at no ones fault but XXXX XXXX! The rep puts in a request on XX/XX/XXXX to have the credit dispute reviewed and fixed. 

40 days later I receive a letter that XXXX XXXX  on XX/XX/XXXX denied my request and said the credit was reporting correctly. I then call XXXX XXXX  on XX/XX/XXXX, speaking to the 15 different agent on my 15 different call, explain again what had occurred. This Agent tells me this issues has occurred several times and many different clients of XXXX XXXX, and he wishes XXXX XXXX had never taking this on because they in no way are knowledgeable enough or know how to handle forbearance. 

The agent tells me he is going to change the account to show of the two payments i made on XX/XX/XXXX, one would reflect paid on XX/XX/XXXX and my account would never go DLQ, then then 3 days later would put the request to have credit fixed and email when he has done so. 

Now, its Friday XX/XX/XXXX, i have not heard back from this representative, my online account shows no change my payment history and my credit is no closer to being corrected after XXXX XXXX  lack of ability and urgency. 

I called XXXX XXXX  again on XX/XX/XXXX and spoke with again another rep! She advised me what the agent on XX/XX/XXXX was trying todo is not possible and a credit dispute must be completed again!!! 

Additionally!! My wife attempted to setup auto draft again in XX/XX/XXXX, of which XXXX XXXX  said it would not go into effect until XX/XX/XXXX, so therefore my wife setup another one time payment for XX/XX/XXXX. on XX/XX/XXXX two payments are withdrawn from our bank account by XXXX XXXX, almost making my bank account negative, this was due to the one time payment working and auto draft starting XXXX and NOT XXXX like we were told by XXXX XXXX. 

i called yet again another XXXX XXXX rep Monday evening XX/XX/XXXX and he tells me he has put request in to get fixed and return funds, this would take 2-3 days, 4 days later i still don't have the funds bank in my account. I speak with another XXXX XXXX  rep on XX/XX/XXXX and she said nothing been put in place to fix this, but she can have the transaction reversed and a cashiers check mailed to me in weeks. I declined this offer and would do best to keep funds in account until next payment due in XX/XX/XXXX. 

To sum up the complaint, XXXX XXXX  has ruined my spouse and I 's credit with false report because of awful auto draft system and untrained reps, depleted my bill pay account by drafting multiple payments from it and not returning the money in a timely manner. And after months of work bring the account current, making multiple payments, dozens of phone calls, I'm no closer to having my credit score and my spouses fixed. This issue is all on XXXX XXXX  and the lack of concern, plus ability.

Company response to consumer: Closed with explanation