Consumer complaint received 2021-01-26 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 — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I checked my credit on XX/XX/XXXX do too I keep on top of it monthly. I noticed I had two late pays showing for XXXX and XX/XX/XXXX. I immediately called XXXX to inquire what is going on, as I was in a covid-19 program in which protects me from getting any late dings on my credit and allows me to either continue making payments or none at all until my extension expires. 

I sent XXXX a full description of my concern and inquired why they hit me with two late pays while in a covid-19 protection program. I was told it had expired end of XXXX. I stated that I had re-enrolled as soon as it expired, I quickly responded that I had called back the first of XXXX and had it renewed and was told, my 2 accounts would be placed back into the program as before. No problem, same procedure as my first enrollment. Fast forward, I receive a call mid XXXX from a XXXX rep inquiring about my payment and stated that I was in the Covid-19 protection program, the rep told me that it had expired, I was like NO WAY, I re-enrolled as soon as the first one expired as I was having some financial issues due to job loss etc and trying to make payments when possible. I explained to the rep the conversation I had as soon as the 1st extension was granted, he assured me all would be ok and he would go ahead and re-enroll me. I was freaking out and asked had XXXX negligence of noting my account caused me to get a late charge on my credit. He said no. I said well I am attempting to make payments as I can and he did inform me that the payment for XXXX which I tried to make on XX/XX/XXXX had returned. I said yes I knew that but still wanted to try and make payments even while in this program. To that he stated the following. 

Hello, Mr. XXXX. We did not receive a response from the eMessage, confirmation number # XXXX ; therefore, no payment extension was submitted for your XXXX payment. The last extension provided for your New Vehicle loan was on XX/XX/XXXX changing your due date from XX/XX/XXXX to XX/XX/XXXX. 

Additionally, our records indicate your payment of {$1000.00} for your New Vehicle loan returned on XX/XX/XXXX bringing your account multiple payments past due. 

After much discussion and telling him that I called in and spoke to a representative about my next extension as I did not go through the email system. I wanted to talk with a live agent, so I held the line for over an hour to do so. He told me in fact not to worry he would ensure all was noted properly and ensured me that He would re-enroll my accounts. 

Fast forward, i checked my credit on Friday as stated above and to no avail there is the two late charges and I started communicating with XXXX regarding such and they BLAME me for not contacting them when in fact they ABSOLUTELY did NOT note my account as they stated as I WAS STILL struggling and had every account I own under protection during this pandemic. Even To think that this is ok and acceptable because they failed knowing the crisis we are in not just as an individual but as the entire world and XXXX has the audacity to blame me. I challenged them to pull my credit and see that this 1 account is the ONLY account in all of my credit file showing late. When I have done and did ALL I could possibly do during this pandemic to make sure all of my accounts were protected and I would NOT be hit with late fees as we worked our way through this crisis. 

XXXX failed to note my account and re-enroll me back into the program and has failed epically on taking responsibility for their lack of taking care of their clients! I asked them to retract their late marks on my credit file and show that I am current on this one account due to I was told I was re-enrolled back into the covid program.

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