Consumer complaint received 2025-03-05 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: CA

Complaint narrative:
I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted XXXX XXXX XXXXXXXX customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. 
As a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About 2 weeks ago I checked my account and noticed that I missed two consecutive payments and I did not receive any notification from XXXX XXXX XXXXXXXX. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by XXXX XXXX XXXXXXXX I contacted the credit bureaus directly, and they said they could not remove it because XXXX XXXX XXXX confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. 
This situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that XXXX XXXX XXXXXXXX honor its original commitment and I am writing to formally address an issue I have encountered with setting up auto pay for my account and the subsequent impact on my credit report. In an effort to set up auto pay, I initially contacted XXXX XXXX XXXXXXXX customer service team over the phone, where I was directed to complete the setup via the mobile app or website. However, when I attempted to do so, the system instructed me to call customer support. When I called back, I was assured that the setup should work online and was advised to wait until it allowed me to proceed, rather than being assisted with setup over the phone. Unfortunately, despite these repeated attempts, I was never able to successfully set up auto pay. 
As a result, I resorted to making manual payments over the phone each month for the next year and a half. Recently I called again and set up auto pay over the phone, and was assured that the setup was complete. About 2 weeks ago I checked my account and noticed that I missed two consecutive payments and I did not receive any notification from XXXX XXXX XXXXXXXX. I only became aware of the issue when I checked my account myself. When I contacted customer service, I was informed that the delinquency could be removed from my credit report once I resolved the outstanding balance ( {$50.00} ) I immediately made the payment as instructed. However, upon following up, a different representative informed me that he attempted to remove it and was not able to even after talking to his supervisor. Since the delinquency could not be removed by XXXX XXXX XXXXXXXX I contacted the credit bureaus directly, and they said they could not remove it because XXXX XXXX XXXX confirmed the late fees even though they told me clearly it's not my fault due to the previous stated issues regarding setting up the auto pay. I have spoken 3 times with different representatives and all three told me clearly that it's not my fault and the late fee could be removed. 
This situation has been extremely frustrating and concerning, as I was initially assured that the delinquency could be removed.Check the recording of our conversation. I respectfully request that XXXX XXXX XXXXXXXX honor its original commitment and remove the delinquency from my credit report. And Credit reporting agencies help resolve this 30 day past due to be removed from my report. 
I appreciate your prompt attention to this issue and look forward to your response. 

I appreciate your prompt attention to this issue and look forward to your response.

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