Consumer complaint received 2025-07-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
In XX/XX/XXXX, our monthly mortgage payment of {$4800.00} failed due to a brief timing issue : funds were transferred to our joint account on XX/XX/XXXX but settled on XX/XX/XXXX, causing XXXX XXXX withdrawal to fail. We had proactively raised this concern months earlier, during a call with XXXX on XX/XX/XXXX. Their agent explicitly assured us that if the first XXXX attempt failed, a second attempt would be made. However, in XXXX, no second attempt occurred. Instead, XXXX unilaterally canceled our autopay without notice, and we only discovered it when our XXXX payment also failed ( though we caught and paid it before reaching 30 days overdue ). 

XXXX reported the XXXX payment as 30 days delinquent, which resulted in a nearly XXXX drop in credit scores for both borrowers. This has damaged our otherwise pristine credit histories. We have never had a single late payment or derogatory mark in over XXXX years of credit history. Neither of us has any prior late payments, bankruptcies, or even credit inquiries in recent years. This incident marks the first and only negative entry for both of us. 

We were verbally told by XXXX that our bank account was " frozen ''. This is false. Our bank has confirmed in writing that no block or freeze was ever placed on the account. The failure was due solely to insufficient funds at the time of the first XXXX attempt - funds were available the very next day, yet no retry occurred. 

XXXX also failed to notify us properly. No email, phone call, or physical letter was sent. They relied exclusively on a message within their online portal, which we do not regularly check. As a result, we were unaware that autopay had been canceled or that the XXXX payment had not been processed. The responsibility for monitoring XXXX failures and notifying borrowers of autopay disruptions rests with the loan servicer. 

On XX/XX/XXXX, XXXX responded to our written dispute and denied our request for correction. However, they did not address the core issues raised in our formal letter, nor did they respond to the following requests : A transcript or internal notes from the XX/XX/XXXX phone call confirming retry policy A copy of their written policy regarding autopay cancellation and notification Documentation of the ACH error code from XX/XX/XXXX Any records of attempted notifications about the payment failure or autopay termination This is not simply a missed payment - it is a breakdown in XXXX XXXX handling procedures, notification process, and servicing responsibilities. We acted in good faith, and this single incident has caused disproportionate harm. 

In addition to the financial consequences, this experience has caused meaningful emotional distress to both borrowers. Watching our credit scores drop so dramatically- despite over XXXX decades of perfect payment history- has been frustrating, discouraging, and beyond our control. Its especially difficult knowing that we did not choose XXXX as our loan servicer ; our mortgage was sold to them by XXXX without our prior knowledge. XXXX has a troubling reputation for these types of incidents, as echoed by numerous online complaints from other borrowers whose credit was similarly damaged due to sudden autopay cancellations, failed XXXX processing, and lack of proper communication. We feel caught in a system that lacks accountability and transparency, with serious consequences to our financial well-being. 

We have exhausted all reasonable efforts to resolve this matter directly with XXXX. They have not responded to our documentation requests, have mischaracterized the cause of the payment failure, and continue to maintain that their reporting is accurate - despite evidence of process failure and prior verbal assurances. 

We are now seeking regulatory intervention to correct this unjust reporting.

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