Consumer complaint received 2025-11-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: CLGF Holdco 1, LLC
State: WA

Complaint narrative:
XXXXXXXX XXXX XXXX XXXX ( XXXX ) administers and services the Indigo Mastercard credit card program on behalf of XXXX Bank, the actual issuing bank. XXXX XXXX  is the creditor, and XXXX  is the servicer responsible for account management, statement delivery, payment processing, and furnishing account information to the credit bureaus. All billing-statement delivery obligations, including compliance with the Truth in Lending Act ( TILA ) and Fair Credit Reporting Act ( FCRA ), are carried out through XXXX as the servicing entity. 

On XX/XX/year>, I submitted a notarized written notice by and through presentment opting out of electronic statements for my Indigo Mastercard credit card account requesting that all billing statements be sent to me by mail only. I submitted this written opt-out because I knew in advance that I would temporarily lose internet access for XXXX and XXXX, which meant I would not be able to view, download, or access electronic statements to ensure timely payment.

To remain responsible and avoid any missed payments, I proactively requested paper statements so I could receive my billing information through the mail. 

XXXX XXXX XXXX XXXX never responded to my opt-out request, never acknowledged it, and never mailed the required billing statements for XXXX or XX/XX/year>. Because nothing was mailed, I had no notice of the payment amounts or due dates. 

Under 15 U.S.C. 1666b, a creditor can not treat a payment as late unless the billing statement is mailed or delivered at least 21 days before the due date. In this case, no statements were mailed at all, yet the company reported late payments for both XXXX and XXXX. 

I contacted the bank multiple times to explain the situation and also attempted to file an online dispute describing that the statements were never mailed. Despite these efforts, I was repeatedly told that I had waived my right to mailed statements due to online banking enrollment. This is incorrect. I formally opted out of electronic statements in writing, through a notarized notice by way of presetment, and they failed to process or honor it.

As of today, they still have not sent any paper statements, nor have they provided any explanation for ignoring my opt-out.

I am now submitting my official direct Billing Error Dispute and my Demand for Records / Request for Verification together with this CFPB complaint. These
documents request : Mailing logs showing when the XXXX and XXXX statements were mailed Records-custodian attestation Internal system logs showing when my opt-out was received or entered Mail-vendor documentation Proof of mailing or delivery Copies of the disputed statements XXXX/Indigo has not provided any of these records or corrected the inaccurate reporting. 

Because the statements were never mailed, I had no ability to know the due dates or make timely payment. As a result, I suffered : Incorrect late payment reporting Damage to my credit score Loss of credit opportunities Lost income and significant time spent trying to fix the issue Stress and hardship caused entirely by the companys failure to send required billing statements I am requesting CFPB assistance because XXXXIndigo has not followed federal law, has not honored my written opt-out, and has refused to correct the inaccurate late payments.

Company response to consumer: Closed with explanation