Consumer complaint received 2021-02-08 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I have been reported to the credit bureaus by the XXXX XXXX mortgage company, and XXXX XXXX  XXXX XXXX, for events that were out of my control, and most definitely an accident. 
Brief timeline : - My XXXX XXXX mortgage was automatically debited from my XXXX account. It is one of four mortgages being withdrawn, but the only one with their company. 
- My XXXX XXXX  auto lease was automatically debited from my XXXX account. It is one of many mortgages and other recurring bills being withdrawn, but the only one with XXXX XXXX. I did not choose this bank as the XXXX dealer set up the lease for me. Thought I would be dealing with XXXX XXXX. 
- On XX/XX/2020 a XXXX that had done work on my house the year prior, changed the name and date from a previously deposited check for {$4000.00} and attempted to deposit it again. I caught this right away and contacted XXXX fraud department. 
- XXXX immediately put the account on hold / lock. I had no access to the almost {$27000.00} that were still in the account. I attempted to try and resolve the issue by phone but they said I must come into a branch. The nearest branches from where I was were in the XXXX area, I'm in XXXX, but were all closed to the public due to the Corona Virus. My choices were to fly at least XXXX miles to a branch that was open in order to identify myself in person. 
- Due to the many bills that are automatically paid from that account, I opened up another account with XXXX XXXX XXXX in XXXX FL. I directed my work to make ACH payments to this new account, and funded it with a few XXXX extra as well. 
- I proceeded to enter this new account information into the dozen payments that go out every month. 
- XXXX XXXX tried to charge the XXXX account for XXXX and it showed invalid, could not be settled as no outgoing payments were honored by XXXX on my behalf. 
- I immediately made the XXXX payment online with the new account, and entered the new XXXX XXXX XXXX information into the XXXX XXXX online application. 
- I thought that would be it, and crossed it off the list as a done deal. 
- Unbeknownst to me the mortgage payments to XXXX XXXX were not going out. The company attempted to call me, I was told, but I have not received any calls. Must be because of the several numbers I blocked because I was receiving marketing and sales calls from XXXX XXXX several times a week. 
- I received a letter in the mail that I was two months in arrear on XX/XX/2020. I picked up the phone and completed a phone payment to bring my account current that day ( {$3500.00} Confirmation XXXX ). I was asked if there is a COVID hardship and I replied no. In my mind the mortgage was being withdrawn on time. 
- When I logged in with the XXXX XXXX CSR still on the line, I verified that the new XXXX XXXX XXXX account was indeed listed in the web page under my profile, but after bringing my account current in XXXX, I was supposed to log in again, and then select automatic debits. 
- The company proceeded to alert the credit bureaus, and my score came down 90 points on XX/XX/2020. 
- I will attach my payment history with XXXX XXXX, as well as a copy of that fraudulent check that set off this whole chain of events, when prompted to do so. 
- XXXX XXXX  tried to charge the XXXX account for XXXX and it showed invalid, could not be settled as no outgoing payments were honored by XXXX on my behalf. 
- I immediately made the XXXX payment online with the new account, and entered the new XXXX XXXX XXXX information by submitting a printed form as instructed in the online web page of XXXX XXXX. 
- I thought that would be it, and crossed it off the list as a done deal. 
- Unbeknownst to me the lease payments to XXXX XXXX  were not going out. The company mailed a letter to my house once I was past 30 days late. It went to my previous address. 
- I immediately made payment to my account, reference XXXX for {$720.00} including one {$25.00} late fee. The XXXX XXXX  Customer Service Representative instructed me to go back to the website in order to enter my new account information. They also claimed to have never received my paper form. 
- When I logged in with the XXXX XXXX Customer Service Representative still on the line, I was unable to find any place or location within the XXXX XXXX  website where to enter new account information for automatic payments. There is only a link to pay your current payment due. This time I did find another paper form, both of which I will provide when prompted. The Customer Service Representative was unable to walk me through the website and seemed unfamiliar with any of the pages within it. He just kept saying go to XXXX and enter the information. 
- I asked the Customer Service Representative if there is another way for me to pay and contest the late fees, as well as set up the automatic payments again without using those paper forms. Didnt want to run into a situation where XXXX XXXX  claims it did not receive the forms. The Customer Service Representative proceeded to suggest I visit my nearest branch in Kentucky XXXX I live in XXXX XXXX. 
- The company proceeded to alert the credit bureaus, and my score came down dramatically. 
- I will provide copies of the two online forms, as well as a copy of that fraudulent check that set off this whole chain of events when prompted to do so. 


Please try to resolve this for me, call and alert all the credit agencies to remove that stain from my records. Prior to this incident my score came out to XXXX in the Experian one that I have access to, on top of decades of timely payments and excellent credit. Kindly respond when in receipt of this letter. 

Thank you in advance!

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