Consumer complaint received 2025-08-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
On * * XX/XX/XXXX * *, I made a * * lump-sum payment of \ {$2600.00} * * on my XXXX  loan ( XXXX XXXX ) using their * * Pay Outstanding Balance * * option, with the intent to close the account in full. 

I had a * * perfect four-year credit history * * with no late payments prior to this, and had always paid my monthly installment of * * \ {$220.00} * * on time. 

Because I selected Pay Outstanding Balance and made such a large payment, I reasonably believed the loan was fully satisfied. I then traveled internationally in XX/XX/XXXX and did not access my XXXX account until XX/XX/XXXX. 

On * * XX/XX/XXXX * *, I logged in and discovered that a * * \ {$9.00} balance * * had remained. I paid it immediately. On * * XX/XX/XXXX * *, an additional adjustment fee of \ {$18.00} was applied, which I also paid in full. My account has since been at a \ {$0.00} balance. 

Despite the fact that : * I paid over * * 99 % of the loan * * in one lump sum before the due date, * The remaining \ {$9.00} was clearly the result of a misunderstanding in the platforms Outstanding Balance function, * I paid that balance immediately upon discovering it, and * I paid the later adjustment fee in full, XXXX still reported the account as * * 30+ days late * * for the XX/XX/XXXX due date. 

This single late mark has * * lowered my credit score by over XXXX points * * and will remain for 7 years a * * disproportionate penalty * * for a balance of less than \ {$10.00} that I did not knowingly leave unpaid. 

-- - * * Why I am filing this complaint : * * I contacted XXXX in writing and requested a * * goodwill adjustment * *, explaining my perfect payment history, the misunderstanding caused by their payment interface, and the disproportionality of the credit impact compared to the size and nature of the balance. 

XXXX  response ignored these points entirely. Instead, they sent a repeated statement that they had an obligation to report accurate information. I have never disputed the accuracy of the dates or amounts reported. My request was based on * * good faith, context, and fairness * * which they failed to review or address. 

I believe XXXX  investigation into my request was inadequate because it : * Did not address the documented facts and payment history I provided. 
* Ignored the role their own platforms Outstanding Balance function played in creating the misunderstanding. 
* Failed to consider the disproportionality of the penalty relative to the consumer harm and intent. 

I am requesting the CFPBs assistance in having this late mark * * removed or updated * * to reflect the true context : that the account was paid in full in good faith, with the remaining small balance resolved immediately upon discovery, and that this incident does not reflect my creditworthiness or willingness to pay.

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