Consumer complaint received 2024-07-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: ROBINHOOD MARKETS INC.
State: MD

Complaint narrative:
Dear Sir / Mme, Please read all my explanation carefully for a better understanding of the issue. 
I have a big issue with a credit card company called XXXX now owned by Robinhood. 
The problem started in XX/XX/XXXX where I noticed that my payments made was not reflected on my account and my balance because in the beginning, I never had this problem before. 
in the beginning as soon as I made a payment on my XXXX Credit Card, my account balance and available credit updated automatically. But by XXXX after an update on the XXXX credit card app things changes and my payments made was not reflected on my account and my balance. 
So, I contacted them to let them know about this issue. Note that you can only contact them by SMS. No phone number to talk with someone in real time to resolve an issue. As an answer they told me ACH payment take up to XXXX business so to be patient my payment will reflect on my XXXX credit card account. I said XXXX. In the same XXXX I had a big purchase and XXXX XXXX out my XXXX Credit card and left {$800.00} on my XXXX Credit Card but in the same XXXX the {$800.00} disappear from my Credit Card, I contact them to understand what happened why this {$800.00} disappear from my Credit Card, they explained me that because of interest etc. and pending transaction. I answer them by asking that the interest cant be withdraw from my credit card and normally must be put on my statement for me to pay it on my next due date but no clear answer and explanation was given. 
After that, the big problem begins. I started making my payment regularly on my XXXX Credit Card but I noticed that no payments were reflecting my account and no payments showed on the XXXX Credit Card app that has been made by me. I contacted them again by SMS to let them know about this issue o the app. 
they told me that in order to see the balance updated on my XXXX Credit Card I need to bring down my balance to {$12000.00} XXXX told them that thats not fair because I need to see that XXXX paying my credit card and normally for shows my payments and the balance accordingly. 
They told me that I can see the proof of the payments I made on the app by swiping left under balance, I answer them with a screen shot of the app where I cant find it. After that no answer no body want to answer me. And they increased my payment from {$590.00} to {$650.00} for the next month for no reasons. 

After that I contacted them again by SMS to let them know that for my payment of XX/XX/XXXX I will be late that I wont be able to make a payment on that date XXXX but in another date but in the same month of XXXX and they answer me and asking me to complete a collection form I told them no I dont want to complete this form because XXXX not telling them that I cant payment for the month of XXXX just that it wont be on the XXXX that any credit card company accept a payment arrangement etc. but they refuse. 
And in the same month of XXXX, I made my payment. 
After that I received an email saying if I dont make a payment by XX/XX/XXXX a late payment will be reported to the credit bureau XXXX 
I told them thats not fair and this is against the law and normally I have 30 days to make a payment if after the 30 days no payment from me then they can report a late payment to the credit bureau. 

And I asked to talk to someone over the phone because communication over SMS is not professional and not good for me and I requested to see my balances and payments made I mentioned above since months on the app cant see all my payments made and can see my balance. 

On XX/XX/XXXX I received an answer from someone named XXXX telling me that their record show the only payment I made was for XX/XX/XXXX and my payment from XX/XX/XXXX is still outstanding. I requested them to update it on the app because since an update nothing show up on the app. And I ask them to send me the detail of my balance and all my payments I made. 
another person named XXXX replied by saying XXXX XXXX Bank are committed to transparency so I need to go on the app Menu, Document, statements and inside of the payment section I will see all my payment made and that all my payments and balance will be updated up to XXXX business days. 

I told them that there is something wrong because since XXXX Ive been making payments. And I cant see my payment and balance on the XXXX credit card app so which mean that since XXXX all my payments are not clear yet to update my account balance? this is the question I asked him. 
XXXX XXXX replied me on XXXX with my balance of an amount of {$21000.00} note that I have a credit limit of {$22000.00} on the XXXX Credit Card. 
I told him thats not possible thats a lie and what about all the payments Ive been making and the app dont show all my payment and my balance. 
They said they will send me an email with a full transaction history document and I asked them but why they can update the app with a full payment history and balance etc.. as the app represent their system. They only reply me by saying they appreciate my feedback they will report it to the internal team. 

After read this transaction document I told them that its not accurate and my balance is greater than my credit card limit and I dont use the card I only make my monthly payment so all these are not accurate. 

I told them that this balance sheet they sent me they did it on the computer the tape it and its not confirming that all the payments I made has been credited to my XXXX account because in the beginning everything was showed on the app but since months now it stop showing all details about payment and balance. But the app show inaccurate balance which mean wrong payment amount. 

But no answer from them I asked them again to update the app and tell me my balance and they reply me by saying that I dont have available credit balance even with my payment that have been credited to my account and my posted balance is {$22000.00} which is now more that what they told me earlier ( {$21000.00} ) I told them thats impossible so what about all the payments I made especially for the last 4 months where the app was not showing anything they said that accurate and thats my balance. 
Since then same issue. 

After that they report a late payment to the credit bureau where I was not 30 days past due. My payment is on the XXXX of every month by the XXXX or XXXX if I dont make the payment they report as 30 days past due which again the Fair Credit Reporting Act ( XXXX federal law enacted to protect consumers from unfair credit billing practices ). 
I contact them about that they said as I made my payment they will re report to the credit bureau to update the information. 
Even I explain them that this is not fair and correct why report late payment of 30 days where XXXX not but no body answer me regarding that. 
I noticed on the credit bureau ( XXXX XXXX ) that on XXXX there was not a payment and that im past due of {$1300.00} for XX/XX/XXXX. I contacted them automatically to understand why they report me as 30 days late and also report an amount of {$1300.00}. That month payment was an amount of {$660.00} and I paid that and XXXX not 30 days late. 
I asked okay lets sad XXXX 30 days late if I was normally, you guys as to report the amount of {$630.00} and not {$1300.00}. But first XXXX not 30 days late because I sent you my payment and also, I dont own you {$1300.00}. 
They said they apologies for this inconvenience and they will look into this further for me and will get back as soon as possible. 

They replied me back on XX/XX/XXXX saying that the reason why it was reported with a past due for XX/XX/XXXX is because my payment of {$670.00} on XX/XX/XXXX and {$660.00} on XX/XX/XXXX was made after they reported to the credit bureaus on XX/XX/XXXX which as you can see its against the Fair Credit Reporting Act ( XXXX federal law enacted to protect consumers from unfair credit billing practices ) where XXXX not 30 days late. And to rest assured that my payments will be included in the next credit reporting to ensure my account information is update to reflect these payments. 
So all this confirmed that they confirmed they receive my payments but they reported to the credit bureaus before 30 days which is against Fair Credit Reporting Act ( XXXX federal law enacted to protect consumers from unfair credit billing practices ). 
After my complaint they come back again with another calculation with a due amount of {$1900.00} for XX/XX/XXXX but they forgot that earlier they confirmed receiving {$670.00} on XX/XX/XXXX and {$660.00} on XX/XX/XXXX was made after they reported to the credit bureaus on XX/XX/XXXX. 
Since then, they keep saying that I have past due amount even they confirmed my payments earlier but they just want more money from me. 
Since XXXX still saying that have a {$1200.00} past due amount which is not true and received a message saying to pay bye XXXX which is my due date to avoid a report as late payment to the credit bureau again which is against the law. 

I sent them message every day for them to resolve the issue with the app and their system which report wrong information to the credit bureau and also unfair billing practices. 
Even on their message on XX/XX/XXXX a person named XXXX told me that payment that are XXXX days past due are considered delinquent by the bureaus, but payments made within 30 days of my due date will not result in a delinquency notation and this is what XXXX doing since but they still reporting within the 30 days of my due date and not after 30 days as the law required. 
And when I pointed that out, silence no body answer me regarding that. 

On XX/XX/XXXX they come back again with another calculation that on XX/XX/XXXX for {$630.00} was not paid and I have to pay a minimum {$1200.00} by my due date XX/XX/XXXX. 
And I replied them that thats a lied I sent them a proof ( my Bank statement ) showing that I made my payment for XX/XX/XXXX and instead of {$630.00} I made a payment of {$630.00}. 
As they still saying I have a past due I asked them again to Tell me exactly what month I didnt make any payment? 

in the meantime, their system keeps sending me message on XX/XX/XXXX saying that XXXX 22 days late where XXXX not. My due date is on XX/XX/XXXX. 

They replied me back saying that I was late in the beginning of XX/XX/XXXX of the amount of {$650.00} which is false. I paid that and even on the different credit bureau showed that i made that payment. 
the only problem is the month of XXXX showed on the credit bureau app. 

XXXX They stop updating the app and their system regarding my payments, where they just took the payment without updating the balance like I was giving them since months free money. 
XXXX increasing the minimum payment with no reason XXXX lies about missing payment and came with different month ( XXXX, XXXX, XXXX etc. ) Today is XX/XX/XXXX and you will see that on the XXXX or XXXX they will report 30 days past due to the credit bureau which is against Fair Credit Reporting Act ( XXXX federal law enacted to protect consumers from unfair credit billing practices ).

Company response to consumer: Closed with explanation