Consumer complaint received 2025-11-18 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: GA

Complaint narrative:
I am filing this formal complaint against XXXX for reporting a late payment to the credit bureaus after multiple company representatives provided me with explicit and incorrect assurances regarding my payment due date following a loan modification. This deceptive practice has resulted in an immediate 10-point drop in my credit score, directly jeopardizing my active home purchase application. 

Timeline of Events & Deceptive Practices : Date : XX/XX/XXXX ( Chat/Phone Call ) : I engaged with a XXXX representative, XXXX, to finalize a loan modification to address my past due status. During this interaction, I was explicitly assured in a chat message that if I made a single payment of {$640.00}, my account would be brought current, the remaining missed payment ( s ) would be deferred to the end of the loan, and my next payment would not be due until XX/XX/XXXX. I made the {$640.00} payment immediately based on this assurance, as I was highly concerned about my credit and was assured that my credit would not be negatively affected. 

Date : Thursday, XX/XX/XXXX : I called XXXX, concerned, because my account still reflected an outstanding payment. The representative again assured me to disregard the app as the modification was fully noted on the account, and the app would update. I relied on this assurance. 

Date : Friday, XX/XX/XXXX : I called again due to the app still not updating and my acute concern about XXXX reporting to the credit bureaus on the XXXX. I explicitly informed the first representative of my concern about my credit being negatively affected due to my pending home purchase. 

The first representative confirmed seeing the modification and notes but could not explain the app issue. 

I was transferred to Customer Retention, who assured me my payment was not due until XX/XX/XXXX and unequivocally stated my credit would not be affected. 

Date : XX/XX/XXXX : I received a credit alert from TransUnion confirming a late payment reported by XXXX, causing a 10-point credit score drop. I immediately called XXXX. 

The first representative stated she saw the modification notes confirming the XX/XX/XXXX next due date and did not understand why the late payment was reported. 

I was transferred again to Customer Retention. This agent dismissed the chat and multiple phone assurances, telling me I should have strictly adhered to the signed modification paperwork ( which he noted stated XX/XX/XXXX ). Crucially, this agent admitted that he saw the notes and the chat confirmation where I was told the incorrect information, stating, " He also stated he saw the notes, the chat, and will speak to all the people that assured me I was fine, but that is all he will do. '' The Core Violation : XXXX 's representatives engaged in false, deceptive, or misleading representations by repeatedly assuring me via chat and phone that my account was current until XX/XX/XXXX if I made the {$640.00} payment. By reporting me as " late '' on or immediately after XX/XX/XXXX, the company communicated false credit information that it knew or should have known to be false, a direct violation of the FDCPA ( 15 U.S.C. 1692e ( 8 ) and 15 U.S.C. 1692e ( 10 ) ) and the FCRA ( Fair Credit Reporting Act ) requirement to report information accurately. XXXX 's refusal to correct the error after internal acknowledgement of the misrepresentation is an extension of this deceptive practice. 

Requested Resolution : Immediate removal/deletion of the late payment mark from all three credit bureaus ( Equifax, Experian, and TransUnion ) and confirmation that my account status has been corrected to " Current '' with the next payment due date noted as XX/XX/XXXX. 

I demand the review of all recorded calls and the chat message as admitted by the retention agent. 

I request the CFPB assess sanctions or fines against XXXX for these knowingly deceptive practices, which have caused me severe financial damage and distress during a critical home purchase process. 

I intend to retain an attorney to pursue remedies under the Fair Debt Collection Practices Act ( FDCPA ) and Fair Credit Reporting Act ( FCRA ) for the false and deceptive representations made by XXXX, which led to this credit report damage.

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