Consumer complaint received 2025-07-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing this complaint against XXXX XXXX  XXXX regarding their reporting of a XXXX late payment to the credit bureaus for my mortgage account ending in XXXX, which I believe resulted from a communication failure on XXXX  part, despite my long-standing history of responsible financial behavior. 

Background : I have maintained an excellent payment history across all my financial accounts for over XXXX years, without a single missed or late payment until this incident. I rely on auto-pay to ensure that my mortgage payments are made on time, and I had every reason to believe that the XX/XX/year>, payment would process as usual. Due to an unexpected auto-pay failure ( caused by external technical issues beyond my control ), the payment was not made. However, I was never properly notified that the payment had failed or that my account was delinquent. 

On XX/XX/year>, I received a regular monthly reminder email from XXXX with the subject line : A New Document Is Ready for Review. 

The body of the email simply stated : A Payment Reminder Notice document for the account ending in XXXX is now available online for you to review. For more information, please log onto XXXX XXXX XXXX 

XXXX claims this email served as the delinquency notice, but it contained no indication of urgency, missed payment, delinquency status, amount due, or credit reporting risk. The link in the email led only to XXXX  homepage not to the actual document or even the document center making it unnecessarily difficult to access the referenced notice. 

Despite making reasonable efforts, I could not locate the document due to poor website navigation and unclear labeling. I also received a phone call from XXXX, but because I frequently get spam-like promotional calls from them regarding mortgage insurance, I assumed this was another such call. No voicemail was left, and there was no follow-up email or text clarifying that the call was about a missed payment. 

By the time I noticed a dramatic drop in my credit score in XXXX XXXX, I logged in, discovered the missed payment, and immediately paid the full amount on XX/XX/year>. This was the only missed payment in my otherwise perfect payment history for over XXXX  years across multiple accounts. 

XXXX & XXXX XXXX Concerns : In response to my goodwill request, XXXX claims it complied with the Fair Credit Reporting Act ( FCRA ) by reporting the late payment accurately. However, that argument ignores a deeper problem. As a servicer, XXXX also has a responsibility to communicate delinquency risk clearly and effectively. This should not be sent as a regular monthly payment reminder, especially under paperless enrollment, where the customer is not receiving physical bills or past-due notices. 

The way XXXX issues delinquency notices is not reasonably designed to trigger urgent action from the average customer. In my case : The email notification I received was just a routine monthly statement, with no change in subject line, tone, or structure to signal urgency or past-due status. 
The link in the email led only to XXXX  homepage, not the specific document or even the document center. This made it confusing and difficult to find the referenced notice, despite reasonable effort. 
There was no overdue balance, deadline, or warning about credit damage in the body of the email. There was not even language suggesting the account was at risk. 
There were no follow-up emails, texts, or voicemails to ensure the message was received or acted upon. 
When I missed a promotional phone call that I assumed was another sales call ( as I frequently receive these from XXXX ), no voicemail was left to indicate there was a time-sensitive issue. 

Customers enroll in auto-pay to avoid manual action unless there is an issue. They trust the financial institution to provide clear, timely notice if a problem arises. XXXX violated this trust by relying on vague, generic communication that failed to support informed action. This created unnecessary conflict and caused significant personal harm. 

This lack of meaningful, proactive engagement undermines the spirit of both the FCRA and the Fair Credit Billing Act ( FCBA ), which are intended to protect consumers and uphold credit integrity. XXXX  system fosters confusion and missed payments, even among diligent borrowers. Ultimately, it harms credit scores, trust, and financial well-being over issues that could have been prevented with better communication. 

Why This Matters : XXXX  communication process is flawed. Their system treats serious delinquency notices exactly the same as routine statements, a design that all but guarantees confusion and inaction from well-meaning consumers enrolled in auto-pay. 

With todays digital servicing platforms, merely making a document available online is not sufficient notification. This is especially true when the document is not linked directly and contains no visible trigger in the accompanying email. 

I was not avoiding payment or neglecting my obligation. I was a proactive customer who had set up auto-pay and trusted that if there was ever a problem, I would be informed in a timely and actionable way. XXXX failed to do that. 

Impact : The consequences of this miscommunication have been severe : My XXXX XXXX dropped by over XXXX points, which severely impacted my ability to secure housing. 
I am in the process of applying for XXXX naturalization, and a serious credit mark could negatively impact that process. 
I have been unable to move forward with rental applications in strong school districts for my middle school daughter. She is gifted, and as a result, may now have to attend a school with less academic rigor. This shift could limit her future opportunities. 

This situation has caused undue stress, financial anxiety, and emotional strain, despite my consistent efforts to be a responsible borrower. 

Request for Relief : I respectfully request that the CFPB : XXXX XXXX to remove or suppress the XX/XX/year> XXXX late payment from my credit report across all bureaus as a one-time goodwill adjustment, or Reclassify the payment as paid as agreed, given the communication and system-level failures that directly contributed to the issue. 

XXXX  current process generic, unmarked emails with homepage links and no urgency sets consumers up for conflict rather than resolution. I hope the CFPB will hold them accountable and prevent this type of misleading communication from harming other paperless customers in the future. 

Thanks,

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