Consumer complaint received 2025-03-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
Discrepancy in Reported Late Payment Due to Online Portal Inaccuracy I am writing to address a matter of significant concern regarding an inaccurate report of a past due balance on my account, which I believe stems from a discrepancy in the online portal provided by Nordstrom. I believe it is crucial to clarify this issue and request a resolution, as it has impacted both my credit report and my personal record.

On the date of the payment in question, I accessed the Nordstrom online portal, which displayed a specific amount for me to pay. Based on the portals instructions, I made a payment of the exact amount requested. $ XXXX was the total amount that the system indicated was due, and I followed these instructions accordingly. After, paying the {$500.00} I went back into the online portal to make sure the payment posted and discovered the system indicating another {$4.00} was past due. I paid it right away. It never specified anything else was due. 

However, it appears that there was a difference of {$0.00}, a seemingly insignificant amount, that was not communicated or specified anywhere on the online portal. When I reviewed the payment details, the portal made no mention of any additional amount due beyond the amounts Ive explained. I fully expected that the payment I made would clear any outstanding balance, as it was the amount indicated by Nordstroms own system. 

It was only after the payment was processed and reported that I became aware of this discrepancy. To my surprise, I discovered that a past due balance had been reported for {$0.00}. This charge was not communicated to me through the online portal at the time of payment, nor was it disclosed as a necessary payment to bring my account current. Given the lack of transparency regarding this minor amount, I feel that the report of a late payment is both inaccurate and unfair. 

In response to this issue, I have contacted the credit bureau to dispute this inaccurate reporting, as I believe it negatively impacts my credit record. I have also reached out to Nordstroms customer service team and requested that they investigate the matter and rectify the situation. Specifically, I have asked Nordstrom to submit an IT ticket to address the technical error in their online portal, which led to this confusion. I am concerned that many other customers may be facing similar issues, as it is not uncommon for minor discrepancies like this to be overlooked or misunderstood by the system, leading to incorrect reports of past due balances. 
It is crucial that businesses, especially those with significant customer bases like Nordstrom, ensure that their online payment portals are clear, accurate, and comprehensive. If a customer is asked to pay a specific amount, they should be able to trust that the amount displayed is the total amount due. In my case, the portal specified two different amount to be paid, and I complied with those instructions in good faith. There was no indication anywhere on the portal that I owed any additional amount, such as the {$0.00} difference. To then report a past due balance for such a minor discrepancy without prior notice or communication feels unreasonable and unjust.

The reporting of this late payment is not only misleading but has also had a direct impact on my credit score. A late payment for an amount that was not clearly specified is not a reflection of my true payment behavior, and I believe it is vital to rectify this mistake as soon as possible. I would like to stress that I paid exactly what was required according to the instructions of the online portal, and I should not be penalized for what appears to be a technical error that was out of my control.

Furthermore, I believe that Nordstrom should take immediate steps to ensure that their online portal is more transparent moving forward. If there is a balance due that is not clearly indicated on the payment screen, it should be made explicit, and the customer should be notified accordingly. Failing to do so creates confusion and unfairly penalizes customers for discrepancies that are not their fault. It is critical for businesses to maintain accurate and user-friendly systems, especially when handling sensitive financial transactions that can have long-lasting consequences for their customers. 

To summarize, I am requesting the following actions : XXXX. Correction of the inaccurate late payment reporting : The credit bureau should be notified of the discrepancy, and the inaccurate late payment entry should be removed from my credit report.

2. Investigation of the online portal issue : Nordstrom should submit an IT ticket to investigate and resolve the error in the online payment system that failed to disclose the {$0.00} difference. This technical issue has caused confusion and has negatively impacted customers, and it needs to be addressed.

3. Ensuring transparency in future transactions : Nordstrom should take steps to ensure that any past due amounts or discrepancies, no matter how minor, are clearly communicated through the online portal so that customers can make informed payments. This will help prevent similar issues from affecting other customers in the future. 

It is essential to me that this issue be resolved promptly, as it reflects my willingness to comply with all payment instructions and my commitment to maintaining good standing with my account. The error in the online portal was not my fault, and I should not be penalized for an issue that I was unable to control. I trust that Nordstrom and the credit bureau will take the necessary steps to address this matter fairly and promptly, allowing for the correction of my account history.

Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue. Please feel free to contact me if any further information or clarification is needed.

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