Consumer complaint received 2025-04-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
In 2024 I had three credit cards with XXXX XXXX XXXX. They are reporting inaccurate late payment information to the credit bureaus, between XXXX and XX/XX/year>. 
During that time I requested a deferment of my payments due to an unfortunate and catastrophic event : XXXX XXXX in XX/XX/scrub> 2024. This hurricane severely damaged my home and displaced my family for weeks, leaving us without power and in a state of survival and recovery. As a result, I contacted the company to request a payment deferral for that period. The representative I spoke with was understanding and stated that they did not defer payments but due to the catastrophic event, they offered me an alternative payment plan. This plan allowed for a reduction in the monthly payment until I was in a better financial position, after which I would resume regular payments. She informed me of my new payment amount and payment date. 

I agreed to this arrangement, believing it to be a fair and reasonable solution given the circumstances. Afterward, I received a letter outlining the simple terms of the payment reduction, including the new APR, assurance that I wouldnt incur late fees, and that no annual or monthly fees would be charged. I followed the agreed-upon payment plan. I made the payment as such and continued to make the reduced payments as we worked through the recovery process. 

Once I was able to return to my home and life began to return to normal, I paid off one of the accounts in full around XXXX. However, when I later attempted to make a payment on a different account, I discovered that the previously paid-off account had been closed. I was never informed that the account would be permanently closed as a result of the reduced payment plan. The representative explained to me that while the reduced payment plan was in place, that the cards would not be available for charges, and the accounts would be temporarily suspended until I canceled the deferred payment plan. I was also unaware that this arrangement would reflect negatively on my credit report. 

Despite my ongoing payments and efforts to restore my life after this horrific event, between XXXX and XX/XX/scrub> 2024, all three of my accounts were reported as 30 and 60 days late, which is inaccurate. I made the payments on time per the due dates and the monthly amount. These reports have had a significant negative impact on my credit score. If I had known that requesting temporary relief in the wake of a natural disaster would lead to such consequences, I would never have agreed to this payment plan. I trusted that the representatives understanding and empathy would not result in detrimental effects on my credit. However, I was totally misled, misinformed, and misunderstood when I spoke with someone regarding this matter and trying to rectify the situation. 
I requested that the matter be looked into and I was told by the bank customer service agent to email or send a letter to the company. I have done both and have not received a response. I have requested through online disputes with the credit bureaus to have this inaccurate information of 30 and 60 day late payment information be deleted and updated as never late and paid as agreed. The credit bureau returned the dispute as verified and accurate with no proof of investigation or documents showing that this is accurate. 

Since opening my accounts with the company, I have consistently maintained a positive payment history and good rapport. Even during a horrific event, I did not neglect my financial obligations and addressed them as such. I have paid all my accounts in full and cleared my balances to XXXX.

Company response to consumer: Closed with explanation