Consumer complaint received 2024-08-22 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
XXXX XXXX XXXXXXXX XXXX XXXX  Hello Experian & whomever this may concern. 

I am writing to request a goodwill adjustment to my credit report for my former account with XXXX XXXX XXXX XXXX ) that reflects a 30-day late payment. I have done all I can over the last eight months with both XXXX and your team. XXXX has continued to refuse to take any responsibility in this matter or show ANY ounce of understanding. It has been extremely frustrating. 

I will re-explain the circumstances here surrounding this situation in case you dont show the full details in the disputes Ive submitted with you-all. I respectfully ask for you to remove this late payment from my report, or alternatively, to remove the entire account if that is the most viable option. 

I was exposed by a friend to XXXX 'Pledge Loan ' designed by-in-large to help clients like myself build their credit. I already had a strong credit profile with you & each of the bureaus at XXXX, but saw this as an opportunity to continue to grow. It has been a DISASTER now winding up in the position I have, and I could not regret more having started this with XXXX. 

This SINGLE late payment on my credit profile, the ONE & ONLY negative/derogatory entry on my credit history PERIOD, is now costing my wife and I the ability to achieve a huge life milestone, purchasing our first home. 

I called in on XX/XX/XXXX to process my monthly payment with XXXX and made an attempt to set up autopay so that I no longer had to worry about manually processing my payments of {$83.00} each month. The gentleman I spoke with helped me submit my payment and informed me that I needed to set up autopay online, as he was not able to on my behalf. I believed the payment was successfully processed through their system so I moved on with my life, but unfortunately it was not. It was submitted, but not actually processed. 

As it turns out, XXXX does not accept payments from BUSINESS ACCOUNTS, which is what I attempted to pay with. I was not aware of this because XXXX rep failed to communicate this to me. XXXX says that this is NOT something they are required to communicate in their questioning or disclosures when processing payments. I must be the MILLIONTH person this has happened to who has tried to utilize a business account with XXXX to make a payment, so I can not understand why they would let such a common and important stone go unturned. This SIMPLE communication not being part of such a large bank 's policy/disclaimer doesn't make any sense, as business accounts are estimated to make up 10-20 % of ALL bank accounts in the US.

The reality is this : I take the bulk of the responsibility for this late payment as XXXX  later emailed informing me that my payment had not been processed successfully. If we are just being honest though, it is pretty understandable that some of us may become desensitized to XXXX emails as they have sent me 533 EMAILS since XXXX of XXXX. That is absurd! 

My payment was submitted but not successfully processed on time, so it is easy to say that the buck stops with me. This late payment would have been EASILY AVOIDED though if XXXX did not fail to communicate such an essential part of processing a payment- that they DO NOT accept business accounts. 

I have now been completely SCREWED due to this situation and have been fighting it all year, as I can not close on the home my wife and I are trying so hard to buy right now. This ONE late payment on my credit profile for the next SEVEN YEARS, the ONLY late payment, collection, derogatory entry PERIOD is costing me the ability to achieve such an important life achievement in purchasing our first home.

Here is the other piece to this which is why Im asking for mercy and great customer service from your organization here : I obviously believed my payment was successfully processed with NF ( as seen in one of the screenshots provided ), but due to my wife & Is health condition and the stress we were under at the time, we were unaware that the payment did not go through as expected. As soon as we realized the error because you guys notified me that my credit score had dropped by NEARLY XXXX POINTS, we took IMMEDIATE steps to rectify the situation and paid the account in FULL. 

This 30-day late payment is an isolated incident in what has otherwise been a history of TIMELY & RESPONSIBLE financial management. I take my financial obligations seriously, and my payment history reflects this commitment, with the exception of this ONE unfortunate event.

My wife and I were VERY sick during the time this payment was missed, suffering from severe mold poisoning caused by the house we were living in. Our health deteriorated SIGNIFICANTLY to the point where we both almost died. We were having multiple XXXX XXXX  daily for nearly all of XXXX and into XXXX, and had lost an estimated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  being so affected by the mold. We were at VERY high risk for both XXXX XXXX & XXXX and we believe its by the grace of God that we are alive & well today. 

We saw many doctors and specialists throughout XXXX, and you would think we were speaking a foreign language to these people with how little was understood about our issue. Mold poisoning can be DEADLY if you are heavily exposed, and it is sad that we as well as many others have had to suffer as much as we have, as mold is VERY common here in the state of Florida with such high humidity. 

We were overwhelmed with managing our daily lives and responsibilities, which unfortunately resulted in falling behind on some things including this payment. Despite our best efforts to manage our finances during this difficult period, this payment was inadvertently missed and it has been ever so costly. 

Again, my wife and I are currently in the process of trying to qualify for a home loan, and this single late payment is severely impacting our ability to move forward with this critical step in our lives. We are asking for a ONE-TIME exception to remove the 30-day late payment from my credit report, or alternatively, to remove the entire account if that is the most viable option. 

We understand that the bank has reported this late payment as part of their standard procedures, but given the extenuating circumstances, we kindly request your assistance in removing this negative mark from my credit report, as the bank is not willing to take any responsibility or further action themselves. I have exhausted all options as my disputes show. I have followed proper rules & procedures to resolve this matter and am now making my LAST-DITCH effort XXXX 

Your understanding and consideration in this matter would make a significant difference in our ability to purchase a home and improve our overall financial situation. Thank you for taking the time to review our request. We appreciate your attention and hope that you will consider our request favorably.

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