Consumer complaint received 2025-02-14 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: GA

Complaint narrative:
On or about XX/XX/XXXX I received notice from Experian that a derogatory entry had been made on my credit report. 
Upon investigation, I found that my mortgage company, XXXX, reported a late payment to my credit report. Up until that time, I received NO contact from XXXX telling me a mortgage payment was late. I was on an XXXX with XXXX for about XXXX  years, and had no prior issues. 

I immediately contacted XXXX and was told my account was in arrears for my XX/XX/XXXX payment. I told them I was never notified my phone, voice mail, text or email. They told me they had called several times with no answer. I had previously received numerous calls and mail from XXXX trying to sell me a XXXX. I told them I already had XXXX from another lender and was not interested. Despite that, they kept calling over and over and sending letters by mail- ALL trying to sell me a XXXX I got so many of those calls that I stopped answering them. 

I NEVER received a voice mail, letter, text message or email telling me my XXXX payment was overdue. 

When I called them and asked them to remove the late payment from my credit bureaus, they told me I had cancelled my XXXX in XXXX and made a manual payment that month. I DID NOT cancel my XXXX. They kept telling me I did cancel it and that they called several times to tell me my XXXX payment was overdue- AGAIN, I never received a voicemail, text or email message from them about the late payment. 
I wrote to them several times explaining the situation and lack of notice and asked them to remove the late payment from my credit reports. They denied it 2 times. 

I don't know how the autopay was cancelled, unless someone hacked my online XXXX account. I did NOT do so. When I called them the first time- on XX/XX/XXXX, I immediately paid the XXXX and XXXX payments and the late charge. I also redid the XXXX online. 

AFTER all of this back and forth, I received a letter from them dated XX/XX/XXXX and received on XX/XX/XXXX or XXXX, telling me my XXXX payment is past due - at that point the payments were already made. 
To restate, I NEVER received ANY voice messages, emails, text messages about any late payments. The only calls I received from them were about selling me a XXXX So many calls that I finally stopped answering them. 
NONE of the calls I received from them resulted in a voice message- and voice mail has been setup and working on my phone number - XXXX for over XXXX years. 

I have NEVER had ANY late payments or missing payments on ANYT of my accounts- including XXXX  XXXX credit cards, personal loans etc. in OVER XXXX YEARS- NEVER. I told them that and that they can confirm that on my credit record- all to no avail. 

Please contact them to have this late payment deleted from my credit records.

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