Consumer complaint received 2020-01-29
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 — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc. (CA)

Complaint:
In XX/XX/2019 I transferred a balance to XXXX to take advantage of a 0 % offer for 12 months on a balance transfer. I set up auto-pay on the XXXX website. I verified my first payment went through without an issue in XXXX. After receiving no letters, emails, calls, texts, or other notices from the company I received an email from Experian in XXXX telling me I had a 30 day late payment reported on an a credit card account. After reviewing accounts I realized I was unable to log in and review my XXXX account details and my auto pay details. I called XXXX to see what happened. They took no responsibility for the fact that the auto pay system failed, they also took no responsibility for not even telling me in any form or notice that I was late at all, however, they did agreed to credit me back the late fee, nonetheless that was a minuscule consolation considering the company was damaging my hard earned credit history. After several more communications with XXXX and numerous hours on the phone I realized they were not going to assist me with removing this 30 day notice because they claimed there was no bank error. But, in fact, there was a bank error and even worse zero communication from them about my auto pay not going through or that I was even late at all. It took over 30 days after that payment was due before I finally received a letter from them in late XXXX saying my account had been closed and I could no longer make payments online. I must say, I have worked with many financial companies and I rigorously keep track of my payments and credit score. The service and attention I have received as a customer from XXXX has been appalling and I hope that by filing this complaint XXXX tries harder and modernizes and corrects their auto pay system, establish safe guards and warnings to customers when payments are not received on time, and establish a clear protocol to assist customers in removing bank error late payments that show up on customers credit reports due to XXXX  failure to communicate adequately or assist their customers. I have not had a late payment on any debt for over 8 years and it is very frustrating to work so diligently to establish an XXXX score only to have it dismantled by a poorly run financial company like XXXX, now my score is in the mid 600s. Please note I am still paying this card and do expect it to be fully paid by the end of the 0 % promotional period. I hope the CFPB can assist me with this matter so not only I, but other customers of XXXX do not get fleeced in this manner in the future. If I were preparing to buy a car or take out a home mortgage this could have had huge financial implications for me, so for now I am sidelined from making any significant purchase with credit like a car or home until this matter gets resolved.

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