Consumer complaint received 2024-02-20 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: IL

Complaint narrative:
I contacted XXXX on XXXX regarding my car note with the financing company. I requested an extension on that day. I was sent a form via email to receive a 2 month extension for the months of XX/XX/XXXX and XX/XX/XXXX. I called within 30 days to save myself from being reported 30 days on my credit report. The point of getting a new car note, though I own a paid off vehicle, was to build positive credit. I signed and resent the extension request letter to XXXX via email on XXXX, after being told by the customer service told me that I was eligible for an extension. I contacted Customer Service again on XXXX after discovering that my credit report had a late payment showing 30 days late. I had no idea that it was absolutely required for me to email or fax over the document. I was told by the CS rep on XXXX that I could email the document back. Customer Service revealed to me that the extension request document would need to be faxed or mailed to XXXX. I was told that the documentation would be effective for 17 days from request, for mailed forms. I sent the XXXX via certified mail. This would be 10 days later. The item was estimated to arrive by XXXX, which would have given enough time to process this the extension request, considering that it was not conflicting with business days. The mail was not received and signed for until the XXXX of XXXX. The delay was due the fault of XXXX. I was resent a new request form on XXXX. I was not able to complete the 2 fax attempts on XXXX. Which I have attached proof. I was able to successfully complete the fax on XXXX on that Monday. 
I was successful. I contacted the XXXX to ensure my paperwork was received on Tuesday morning, XXXX. The Customer Service rep told me that I owed {$990.00} and to allow 2-3 business days for the Extension Request to be processed & uploaded to the account. I processed a payment equivalent to one month installment payment to avoid a 60 days late payment, since now I know that XXXX does not go by business days when measuring days late. I made a payment on XXXX to avoid a 60 day late payment mark on my credit report. The account used to pay the bank account was the bank account that keeps kicking back from the system & blocked me from online access to pay. Thats another issue. The same account that is in the online portal is the same account that the Customer Service reps use to complete my over-the-phone payments. Being blocked from having the ability to pay online is overwhelming. I say all this to say that the tardiness of the 2 month extension form was out of control. The Customer Service Rep that told me to send the extension form back via email is not my fault. I was wrongfully reported 30 days late even considering XXXX and the XXXX XXXX holiday. I would like to request that the 30 day late payment is removed from my report. Its wrongful reporting and the delays are not my fault. Thank you so much.

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