Consumer complaint received 2025-02-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I was reported to the credit agencies as having made a late payment, when in fact, I have not made a late payment. I sent the XXXX payment on the XXXX of the month, as usual, but it was sent to the wrong address, as I was unaware that the mailing address for payments had been changed. I became aware when I paid the XXXX payment on XXXX XXXX. As soon as it was sent, I got an alert from my credit union that the XXXX payment had never cleared. I sent an email to XXXX XXXX ( XXXX ) right away to find out why the XXXX check hadn't cleared and included the payment notice from XXXX so that she could see I sent the payment. I didn't hear back from her, so the next day I called XXXX and spoke to someone who explained the mailing address had changed. The customer service agent that I spoke to implied that I had intentionally not made a payment, couldn't tell me where the XXXX or XXXX check ( Just sent the previous day ) would be rerouted to, and wouldn't listen when I tried to explain what had happened. I contacted my credit union and stopped payment on both checks which had been sent to the wrong address and, I assumed, were sitting in a mailroom someplace. On XXXX XXXX, I followed up with an email to member solutions to explain what happened and get the correct mailing address. XXXX XXXX ( XXXX ) responded with the correct address. 
I had to wait until the money for the payments was put back into my account, which took a few days, then I went to a XXXX branch in XXXX to pay in person on XXXX XXXX, so I could get everything cleared up before XXXX XXXX. XXXX XXXX ( I don't remember her name, but her teller number is on my receipt ) said she could only take the XXXX payment because the XXXX payment had already been processed. I told her that according to my credit union the XXXX. Check hadn't cleared after hanging out there for 30 days, so how on earth could a check mailed to the same address on XXXX have already cleared? I also told her that I placed a stop payment on the XXXX and XXXX payments and the money had already been returned to my account. She said that " Maybe the system hasn't caught up yet, '' and assured me that she couldn't take the second payment. I asked when I could make the payment and she said, " when the system catches up and shows that you owe a payment ''. I had no way of knowing when that would be. I sent another email to member solutions on XXXX XXXX and explained the whole situation again as well as the fact that I was about to leave town on a camping trip and wouldn't be back until XXXX XXXX and was worried that the XXXX Payment ( which I attempted to pay in person on XXXX XXXX ) was going to be late. I never received a reply. After getting back from camping I traveled back to XXXX and made the XXXX Payment with a late fee on XXXX XXXX with Teller XXXX to XXXX reporting me to the credit agencies I had a credit score of XXXX, now it has plummeted. This is disastrous for me because I only took out a 3-year mortgage due to the high interest rates at the time of my divorce and I will need to refinance in a year and a half. A late payment stays on your credit report for 7 years. I am asking that XXXX rescind the " late payment '' information sent to the credit bureaus. Consider the fact that I was standing in the XXXX XXXX, checkbook in hand, asking XXXX to please take both payments on XXXX XXXX and I was refused because " the system hadn't caught up ''. 
XXXX 1-Payment mailed to wrong address XXXX XXXXPayment mailed to wrong address Notifed by credit union that XXXX Payment hadn't cleared Send email to XXXX XXXX to find out XXXX XXXX XXXX XXXX, found out about address change Stopped payment on XXXX And XXXX Checks Sent email to XXXX to notify of error and get correct address XXXX XXXX to XXXX XXXX Branch to pay XXXX And XXXX. 
Teller would only take XXXX Payment XXXX XXXXSent email to notify I would be out of town until the XXXX but would return to XXXX branch to make payment at that time. 
XXXX XXXXWent to XXXX XXXX Branch and made XXXX Payment XXXX XXXXNotification that I was reported to credit bureaus and credit score lowered.

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