Consumer complaint received 2025-05-06 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: CA

Complaint narrative:
In XX/XX/XXXX, I enrolled in autopay through the XXXX XXXX XXXX XXXX XXXX. My email was listed correctly and fully functionalI continued to receive marketing, promotional, and security emails from XXXX  without issue. I also enrolled in paperless billing through the app. 

Despite this, I never received billing statements, due date notifications, or alerts that autopay had not been successfully activated. The XXXX XXXX XXXX app displayed no warning, alert, push notification, or banner indicating that a balance was due or a payment had been missed. I checked the app regularly, and at no point was I notified of a problem. 

The paperless billing settings page showed that I was actively enrolled and listed my correct email address. Nowhere on that page does it state that email verification is required to receive statements. In fact, it explicitly states that I am signed up to receive email statements, with no disclosures or red flags. I later learnedonly after speaking to a senior executive repthat statements would not be sent unless the email was separately verified via a buried setting ( Settings > Profile > Contact Info ). This information is not shown where users manage their billing preferences and is not visible during or after paperless enrollment. 

I had already verified my contact info in prior app prompts, which included confirming my emailso this dependency was not only undisclosed, it was misleading. 

In early XXXX, I was alerted by Experian that a late payment had been reported. I immediately contacted XXXX and paid the balance in full ( {$32.00} ). Over the course of five interactionsincluding phone and chatI received conflicting information and no accountability. In one chat, I told a rep ( XXXX ) that autopay had failed and asked her to enroll me. She assured me it had been set up and confirmed. Later, XXXX from the Executive Client Relations team confirmed that XXXX never activated autopayand did not have the ability to do so. 

I also learned that XXXX, a prior representative, had prematurely closed my case without any investigation into technical issues on XXXX XXXX. 

These arent isolated misstepsthey reflect a pattern of system design failures, user interface oversights, misinformed customer service, and procedural negligence. I have documentation to support every part of this claim : -Screenshots from within the app showing enrollment, lack of warnings, and correct email ( and the only message I received within the app that regarded a delinquency, no messages were sent about statements being ready, paperless billing, etc. 
-Screenshots of marketing, security, communication, and promotional emails I've received over the past 6 months -Screenshots from my support conversations with XXXX Ive had this account for over 21 years with a perfect payment history. This issue did not arise from neglect but from deep, multi-level failures within XXXX platform and processes. I am requesting that this late payment be removed from my credit report in light of these failures and my good-faith efforts to resolve the matter. I also requested that XXXX XXXX XXXXXXXX provide a formal written explanation for why they refused to remove the late payment from my credit file, and they declined to issue any documentation.

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