Consumer complaint received 2024-07-17 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:
In the month of XXXX, I received a letter from XXXX XXXX XXXX XXXX telling me that the institution will be sending me a new XXXX XXXX  XXXX. I don't remember the reason, but I do remember that I was kind of confused because my card wasn't expired and I haven't report any suspicious activity neither.I believe in the month of XXXX I received my new card. 

After that I received a letter from the bank telling me that my monthly payment was pending. I was surprised because I have all my credit cards in monthly automatic minimum payment set up, but, since they sent me that letter, I checked my account and noticed that my minimum payment for {$89.00} dollars had been already processed. I thought maybe the letter was only a mistake and I disregarded the notification. 
For me, my auto-payment set up was in its place. 

On XXXX the XXXX, I received an email from XXXX XXXX and another from XXXX letting me know that I had a 30-day late payment reported to the credit agencies.

I immediately called the bank asking the reason for this action against me and the person on the phone told me that the bank had unsettled my automatic payment because they changed the credit card company that manages the bank credit card department. 

When I asked why I was not notified about that change in my set up payment made without my consent she said that she didn't know. That maybe was because they changed my credit card number. I told her that that is not a reason to throw away my set up, letting my payments uncovered without any notice. 

Then I asked her if they unilaterally undo my automatic payment, why they automatically processed one payment on XX/XX/XXXX for {$89.00} dollars in the same account making more confusing the situation for me? 
Her answer was that maybe the former company used for the bank received the payment because I had my set up payment and after that, they decided to send the payment to the new company in charge. They just made it once but maybe they can't make it again. 

I asked her : Are you serious? so that means that the bank and its credit cards companies have been doing whatever they want with my account without my acknowledgment then, suddenly they change my set up, they stop transferring payments between then and at the end they do not process my XXXX payment and decide to report my account with a 30 days late payment? 
On top of that, the bank is charging me two late payments of XXXX each. 
Her response was that she can't make nothing and recommended me to place this complaint on the credit agencies. This is what I'm doing now. 

For me, this is unfair. I was never notified that once I receive my new card, I had to make any new set up for my payments and I didn't do it. 
My payments history was clean and nice until now. 
My score credit was affected with XXXX points in one day and I need this error to be fix. 
I'm asking this bureau for your help in this matter.

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