Consumer complaint received 2023-12-28 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: NC

Complaint narrative:
On XX/XX/2023, I attempted to pay my minimum monthly payment through the mobile XXXX app. I was unable to add my bank XXXX XXXX XXXX despite submitting the correct account and routing credentials. I have a screen shot showing this ; the result makes me suspect that these issues are systemic/software based. Nonetheless I contacted XXXX to make sure there was no blockages or restrictions on my account. I can confirm that there was nothing in XXXX systems blocking these actions. I then reached out to XXXX letting them know that I was having issues adding my bank account to pay my bill. I gave them my XXXX account information and they told me that my account was either not active or prohibited. This means I had to prove the account was active by reaching out to XXXX and merging the call. The call ended up dropping for some reason and I had to restart. I was able to get both parties ( XXXX XXXX XXXX ) to be on the call together. They verified my information and validated that my account was active. The XXXX representative informed me that the payment would go through and I don't have to do anything else or worry. I have emails confirming the payment went through from my XXXX bank account on the XXXX, from XXXX. I check a few days later on the app and see that I am still late on a payment. I was confused and realized that the payment didn't go through. I end up using the debit card for my XXXX account to pay the now late monthly payment. I shouldn't have been late if XXXX systems accepted the validated XXXX account information. Also if that method didn't work it is XXXX 's responsibility to reach out immediately with alternatives. Now I have a delinquency on my credit report for something I had no control of. When I call XXXX and inquire about them removing it they say that they can't because " its not a XXXX error, its a bank error ''. Technically it would be a XXXX error because they asked for the wrong information and didn't contact me in reasonable time to address the issue. Also my bank has no showings that XXXX returned any payments from the XXXX. The odd part is that all the information I provided was correct and cosigned by a bank member. Its XXXX  prerogative to ensure that the proper measures are taken and that means asking for relevant information. The ruling is that XXXX made no mistake since they couldn't locate my account based off the information I provided. I only provided the information they asked for, if they understood the situation more and requested the right things this probably wouldn't have happened. They still are blaming XXXX which I don't understand because they had no influence on the payment being made. This negative on my report is invalid because all the information I provided for the account holding the funds was correct. So you either blame XXXX system or their representatives ignorance for the way the situation unraveled. To make things worse the calls were recorded and played back. All the information was proven to be right, but XXXX 's system still failed to locate my bank account. It was my first ever late payment and I had no real liability in the situation. I took a lot of time and effort trying to make the payment to avoid the credit tank. To make things worse XXXX hasn't provided any evidence that my bank returned or denied a pull for the funds. Like I mentioned earlier I have emails confirming payments made from XXXX on the XXXX, that were sent from XXXX. I need to get this off my record because I actually attempted the payment with the resources they offered, mind you before the deadline. And I definitely had the funds in the account so that wasn't the issue.

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