Consumer complaint received 2024-07-01 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: NC

Complaint narrative:
Unknowingly on XX/XX/XXXX - I begin having trouble with XXXX 's online banking platform. I submitted a payment online as I always do for XXXX. On XX/XX/XXXX when I logged into system to make my XXXX payment, there was a total of {$2400.00}. When I looked at the posted transaction history, the last posted transaction was on XX/XX/XXXX. I immediately scheduled a payment with the entire amount. 

On XX/XX/XXXX, I Iogged back into the online portal to set up reoccurring payments to avoid any further issues. While attempting to set up reoccurring payments, I noticed the transaction history showed the last posted transaction was still showing XX/XX/XXXX, and the past due balance was still showing XXXX. Now completely confused and concerned that maybe I did not click submit, I scheduled another payment. Now even more determined to set up reoccurring payments, the online portal was only giving me the option to use XXXX of XXXX external accounts that had been deleted. 

As I am working through this, ( all on XX/XX/XXXX ) I received a notification that my XXXX account was 30 days late. I log back into the portal and don't see any record of my most recent payment of XXXX. The transaction history is still showing XX/XX/XXXX as the date of the last payment. I attempted to make another payment and a pop up box appeared asking me to confirm if I wanted to make a duplicate payment so I opted out. 

After opting out there is prompt to view payment history. This view enabled me to see the XXXX payments for XXXX XXXX on XX/XX/XXXX which showed complete and the other payment on XX/XX/XXXX which was showing in process which I ended up canceling. ( This is different from the transaction history on the main home screen ) On XX/XX/XXXX I contacted XXXX because my account is still showing past due XXXX. I informed them that the payments I have made online are not reflected in my current balance. The customer service rep confirmed that their online banking does not readily sync or process. She advised that it would take up to XXXX hours for them to see the transaction on their end. I let her know as a result of the glitches and outdated framework I have a 30 day late. I asked if there was anyone that could remove this information because technically my account is not past due. Additionally, I also let her know that the payment I initiated on XX/XX/XXXX never posted or processed. 

I was eventually transferred to an Online Banking technician who confirmed that their systems are outdated and they have a technology update scheduled to be rolled out in XXXX. He also confirmed this upcoming update should alleviate some of the pains we have. I am certain from a regulatory perspective they have identified technology risks that impacts customer experience. Additionally, the lag in processing and updates puts many of us at risk for having incorrect information sent to the bureaus. 

My resolve to this was to set up reoccurring payments. The correct external account is not showing up on the external payments to complete a transfer. I was on the phone for over an hour to learn that because I'm not current I can't set up a reoccurring payment with the recently added external account even though my most recent payment of XXXX was showing complete and I used the very account to complete that payment.

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