Consumer complaint received 2024-02-23 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: MD

Complaint narrative:
I have XXXXXXXX XXXX account, which is provided by XXXXXXXX XXXX. I had automatic payments set up using XXXX checking account, which worked perfectly for a couple of years. In XX/XX/2023, I opened a new checking account with XXXXXXXX XXXX and closed the XXXX account, and added the XXXX account as payment method on the XXXX XXXX website. But the website wasn't letting me delete the XXXXXXXX XXXX and set up XXXX as the default payment account. I have made a video proving that the website wasn't letting me do this, which I'll share. Even after a few months also the website was not letting me do it. That goes out to say how much they care about quality control of their services that they didn't notice and fix a serious issue on their website. But I made sure that the automatic payments were on and that the XXXXXXXX XXXX was set up as one of the payment accounts. But they kept trying XXXX XXXX for payment, which, obviously, kept getting declined, because the account was closed. 
They sent me emails, but never sent me a physical letter of the issue. I think, its the duty of the lender to make sure they send, at least, one physical letter to the customer, even if I have e-statements set up on the account, before informing the credit bureaus of late payment and ruining my credit. Its also a duty of the lender that if they claim that they provide automatic payments on the account, to make sure that their website is functioning correctly to achieve that. I have had no late payments on my credit report all my life. And I can provide my credit report to you to prove that, if needed. Because, the websites of all the other lenders work perfectly. 
I have reached out to their customer service dept, and their credit dispute dept. first. The credit dispute dept claims that they sent me a response, which, I swear to God, I did not receive. Then I escalated to their second level of customer service, the contact of which was given to me by one of the supervisors at the customer service dept. I even shared the video showing how their website wasn't working properly. They sent me a very indifferent, 2 line email reply claiming that what they did was correct. I replied to them again, but got no response. Then I reached out the their third level of senior customer service. They did the investigation and sent me a resolution letter, but mentioned nothing about the faulty website and claimed that the reporting to the credit bureau of late payment will remain. 
By the way, I only had around {$200.00} balance on my account, which I paid in full as soon as I found out of the credit reporting. 

Here 's the link to the video. You have to click on the link and then a little window pops up underneath the link and then you click that, which opens up the video in XXXX. If the link doesn't let you click, then you'll have to copy and paste the link in your internet browser. 

XXXX XXXX XXXX XXXX XXXX XXXX

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