Consumer complaint received 2024-11-25 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:
On XX/XX/year>, I submitted a complaint to the CFPB regarding the late payment reported on my credit report by XXXX XXXX. I have had this account for 4 years and to date, have never had a 30-day late payment reported until now. The previous complaint number is XXXX where XXXX responded with a manipulated version of events while leaving out other information that was pertinent to the case. 

XXXX : According to your enclosed contract, payments are due on the first of each month. Your enclosed payment history confirms that the payments received on your account on XX/XX/year>, and XX/XX/year>, were returned from your bank because of non-sufficient funds. 

MY RESPONSE : XXXX responded that the payments to the account were received on XX/XX/year>, and XX/XX/year>, and were returned because of non-sufficient funds. 

That information is inaccurate. The payments were authorized on XX/XX/year>, and XX/XX/year>, and made effective on XX/XX/year>, and XX/XX/year>, and were rejected by my bank due to suspected fraud. 

Additionally, according to Federal Law, the statement closing date is supposed to be at least 21 days prior to the due date. In the case of XXXX XXXX, they are not following Federal Law as my statement closing dates have been : XX/XX/year> ( 19 days to due date ) Due Date : XX/XX/year> XX/XX/year> ( 19 days to due date ) Due Date : XX/XX/year> XX/XX/year> ( 21 days to due date ) Due Date : XX/XX/year> XX/XX/year> ( 19 days to due date ) Due Date : XX/XX/year> XXXX  : Your payment history also confirms that the payment for your XX/XX/year>, due date was not received on your account until XX/XX/year>, when your account was over 30 days past due. 

MY RESPONSE : The email sent directly from XXXX to me on XX/XX/year>, confirms that at the time of the email, the payment for XXXX was 19 days past due. Please see attached. 

The statement closing date for XXXX is XX/XX/year>. According to the statement closing date, my due date is XX/XX/year>, which is 19 days until payment is due. 

According to Federal Law, there must be at least 21 days between the statement closing date and the due date on the account. 

XXXX : While it is the account holders responsibility to know their account status at all times, we found that we properly notified you about your account status in the enclosed notices dated XX/XX/year>, XX/XX/year>, and XX/XX/year>. 

MY RESPONSE : XXXX left out additional notifications that were sent to me. XXXX also did properly notify me about the account status through email on XX/XX/year>. 

That email on XX/XX/year>, states that my account ending in XXXX is 19 days past due. 

The secured message dated XX/XX/year>, states that the transfer for {$760.00} set for XX/XX/year>, was canceled due to the external account not having enough money. 

The second secured message dated XX/XX/year>, states that the account ending in XXXX was unable to be added to the account. 

Customer has not received any notice dated XX/XX/year>. 

The notice dated XX/XX/year>, states that the external account ending in XXXX needs to be verified before use. 

The notice dated XX/XX/year>, states that the transfer for {$690.00} on XX/XX/year> ( which was 4 business days prior ) was cancelled because there was not enough money in the external account. 

Question : Why was I notified by XXXX 4 business days after the payment was returned through secured messaging? Why was I not notified via email, telephone call or message when there was an issue with the payment? 

Issues and conflict with communication from XXXX XXXX : On XX/XX/year>, payment was authorized to XXXX for the amount of {$760.00}. 

On XX/XX/year>, payment was processed by XXXX {$760.00}. 

On XX/XX/year>, payment was reversed by XXXX for {$760.00}. 

On XX/XX/year>, XXXX sent a message ( via secured messenger ) about the issue with the payment on XX/XX/year>. ( 6 DAYS LATER ) On XX/XX/year>, XXXX sent a message ( via secured messenger ) about the inability to add payment account ending in XXXX. 

On XX/XX/year>, XXXX sent communication to me via email stating that the account was past due 19 days. 

On XX/XX/year>, the customer was notified by XXXX XXXX of the issue with payment. 

On XX/XX/year>, customer-initiated payment through the payment portal but was informed of microdeposits being needed before payment could be taken via email. 

On XX/XX/year>, the customer was notified via secured message that XXXX would need to verify external account XXXX before payment could be made. 

On XX/XX/year>, payment was processed by XXXX for {$690.00} from external account ending in XXXX. 

On XX/XX/year>, payment was reversed by XXXX for {$690.00} due to external bank 's inability to contact customer and verify payment. 

XXXX disconnected the external account XXXX again and not notify customer via secured messenger, email or otherwise about disconnecting the account ending in XXXX. 

Customer had no knowledge of the account being rejected or disconnected from the account. 

XXXX made microdeposits into the account ending in XXXX on XX/XX/year>, which was 4 days after it was initiated. Customer verified microdeposits and immediately made payment. 

The email and secured message from XXXX said microdeposits would take 2-3 business days from the XXXX of XXXX, 2024. Microdeposits were not deposited for 6 calendar days and 4 business days. 

XXXX received payment on XX/XX/year>. According to the email from XXXX XXXX received on XX/XX/year>, the account would be 29 days past due as of XX/XX/year>. 

XXXX : We reviewed your online profile and confirmed that there were no glitches or errors on our end with your online profile or any of the external account transfer payments. Your payment history shows that your account has had several external transfer payments that were returned because of non-sufficient funds. When an external account has two or more external transfers returned on the same external account, the external account status automatically changes to reject, and any future transfers scheduled with the external account that have not started processing, also change to reject. 

MY RESPONSE : If the above statements are true and accurate, payment from the account on XX/XX/year>, would not have been processed from the account ending in XXXX as it was during the time that the microdeposit verification was needed. 

The System reported on XX/XX/year>, that microdeposits were needed for account verification on account ending in XXXX, yet payment was initiated on XX/XX/year>, as well. 

Additionally, a secured message from XXXX on XX/XX/year>, states that microdeposits will be made in the next 2 to 3 business days which would be XX/XX/XXXX. Microdeposits were not received until XX/XX/year>, and once received, payment was immediately made. 

On XX/XX/year>, XXXX sent communication through secured message that the transfer from XX/XX/year>, was canceled which was 4 business days after the issue. 

Customer received no debt collection calls from XXXX to ensure that the payment was received to prevent negative reporting to customers credit report. 

CHASE : Under the Fair Credit Reporting Act, the information we send to the credit reporting agencies, must accurately reflect your account activity and status. Based on the current information we have ; we can not accommodate your request to remove the late reference from your credit report. Reports from other credit reporting agencies may contain outdated or incomplete information. 

MY RESPONSE : On XX/XX/year>, a call into XXXX XXXX placed me with a representative in the Credit Reporting department. The representative, a male, advised me that the late payment reporting on my credit report could be adjusted if documentation was sent in from the external bank institution which verified that the payment return was no fault of mine. Documentation was sent in on XX/XX/year>, through the secured messaging portal. This representative said that they have reversed late payments reporting when there are circumstances that have happened outside of the customers control and that it is a common practice with XXXX especially when there is no history of payments over 30 days late. He also advised that due to the Hurricane impacting my ability to communicate and the external bank being unable to verify that the transaction was not fraud, as long as I sent in documentation explaining that, the late payment reporting on my credit would be adjusted. He specifically told me to request that my XX/XX/year>, payment be backdated to XX/XX/year>, as the payment was made to replace that payment and there were circumstances outside of my control which could substantiate that request. I followed the representatives advise and submitted documentation to XXXX. Since all calls are recorded, I am requesting that that call be pulled. 

Documentation was sent in and a follow up message was sent. 

Customer was advised to reach out XX/XX/year>, as case would be escalated higher up. 

Customer contacted XXXX again and spoke to XXXX in the escalations department. XXXX advised that since there was an email from XXXX stating that the account was 19 days past due on XX/XX/year>, a case would be opened to look into reversing the late payment as that information was incorrect. 

XXXX is legally obligated to provide consistency in communication to the customers. Although I do know that my payment is technically due on the XXXX of every month, I am unaware of how that due date applies to reporting dates for credit bureaus, closing statement dates and how past due dates are actually calculated since I received an email on XX/XX/year>, which said I was only 19 days past due at that time. 

XXXX : We appreciate you taking the time to tell us about our service. Your feedback helps us serve you better. We aim to give exceptional service and we are sorry if we did not meet this goal. We respectfully decline your request for any monetary or non-monetary compensation as there was no error on our part. 

MY RESPONSE : As there is an obvious error on your part due to inconsistency in communication from your end, I respectfully will request monetary and non-monetary compensation once again. Since all calls are recorded for quality assurance purposes, I request that those calls and all communication that has come to me from XXXX via email, secured message, phone and statements/documents are reviewed to explain why there are different amounts owed, different dates referenced in communication and different expectations set by representatives of XXXX and absolutely no accountability.

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