Consumer complaint received 2025-11-20 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: NJ

Complaint narrative:
In XX/XX/XXXX, I logged into my XXXX online account to make my normal monthly payment and discovered that both of my credit card accounts had been closed and that the XXXX  account was being reported as severely past due. This was the first time I became aware of any problem. I had never received a single call, text message, email, or letter from XXXX informing me of any returned payments, delinquency, or that my accounts were at risk of closure. 

After calling XXXX on XX/XX/XXXX, I was informed that the returns and past-due status had accumulated over several months. XXXX representative also informed me that my mobile phone numberwhich has been my active number for yearswas marked in their system as Invalid. Because of this system error, XXXX never attempted to contact me about returned payments or delinquency. This incorrect Invalid flag prevented all alerts, including return-payment notices, minimum-payment reminders, and delinquency warnings. 

For the XXXX account, XXXX system shows the following sequence of events : XX/XX/XXXX : An autopay of {$580.00} was returned. I received no notice of this. 
XX/XX/XXXX : When I logged in, XXXX website showed a minimum payment due of {$530.00}, which reflected no past-due balance. I paid this amount immediately, believing my account was fully current. 
XX/XX/XXXX : Another autopay of {$580.00} was returned, again with no notice given. 
XX/XX/XXXX : An autopay of {$1100.00} was processed successfully. XXXX  system shows this payment as completed and NOT returned, which conflicts with what I was told on the phone. 
XX/XX/XXXX : When I discovered the issue for the first time, I paid {$1700.00} immediately to resolve the past-due amount. 

During this entire period, my XXXXXXXX XXXX  account continued to receive alerts and had perfect payment history, with every autopay posting correctly. This proves that my contact information, bank account, and email address were working properly. The issue was isolated to XXXX internal error marking my mobile number as invalid on the XXXX  account. 

XXXX later told me that an internal note stated I had said I could not make payments, which never occurred. I never spoke to anyone at XXXX before XX/XX/XXXX about any payment issues. I made every payment I was shown online, and when I finally learned of the problem, I resolved it immediately. 

The delinquencies being reported are inaccurate because they were caused by : XXXX incorrectly flagging my valid mobile number as invalid, preventing legally required notices. 

XXXX displaying an incorrect minimum payment on XX/XX/XXXX, which misled me into believing my account was current. 

Lack of any communication regarding returned payments on XXXX and XXXX. 

XXXX  system showing that the XXXX payment was processed, contradicting claims that it was returned. 

XXXX closing both accounts without communicating with me at any point. 

These issues were entirely the result of XXXX system errors and failure to provide noticenot from any negligence or unwillingness to make payments on my part. I am requesting that XXXX correct the inaccurate late-payment reporting, update the account status, and review the improper closures caused by these errors.

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