Consumer complaint received 2025-06-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: EQUIFAX, INC.
State: LA

Complaint narrative:
In XX/XX/XXXX, my vehicle financed through XXXX XXXX XXXX was declared a total loss following an accident. XXXX issued insurance payments to XXXX in XXXX and XX/XX/XXXX. I contacted XXXX shortly after to ask how to initiate a GAP insurance claim, since I had purchased GAP coverage through the dealership. I was repeatedly routed to outsourced customer service representatives who provided conflicting and incorrect information, including that XXXX coverage would activate automatically once the insurance check was received. This turned out to be false. When I contacted the XXXX provider directly, they referred me back to XXXX for documents that XXXX either could not provide or said werent required. This led to weeks of back-and-forth between all parties with no resolution. 

From XXXX through XX/XX/XXXX, monthly billing statements from XXXX showed a {$0.00} balance due and gave no indication of delinquency or missed payments. After XX/XX/XXXX, no new statements were issued for over XXXX months. I only discovered this recently, after reviewing my XXXX account portal while investigating a negative charge-off listing that appeared on my Equifax credit report. I noticed that statements from XX/XX/XXXX through XX/XX/XXXX were missing entirely. XXXX had not notified me of any missed payments or delinquency during that time. 

In XX/XX/XXXX, XXXX resumed issuing statements, which still showed a {$0.00} balance. In XXXX and XX/XX/XXXX, XXXX {$30.00} non-sufficient funds fees were postedunrelated to auto loan payments. I resumed voluntary payments on the remaining balance in XX/XX/XXXX and completed full payoff on XX/XX/XXXX. XXXX issued a payoff confirmation on XX/XX/XXXX, reflecting a {$0.00} balance and account closure. 

Separately, I only found out I was eligible for a refund on the unused portion of my GAP coverage in XXXX XXXXwhen the dealership that sold me the vehicle proactively reached out to notify me. This was more than a year after the accident occurred. Neither XXXX nor the XXXX provider had informed me of this at any point during the entire process. 

Despite all of this, Equifax reports the account as charged off from XX/XX/XXXX through XX/XX/XXXX. This is factually inaccurate, misleading, and inconsistent with Hyundais own documentation. It also violates multiple provisions of the Fair Credit Reporting Act ( FCRA ) : FCRA 1681e ( b ) Failing to ensure maximum possible accuracy by reporting charge-offs where there is no evidence of delinquency or default FCRA XXXX Failing to reasonably investigate my XX/XX/XXXX dispute ( Ref # XXXX ) ; I was told by phone that the tradeline was not negatively affecting my credit, despite visible charge-off notations FCRA XXXX ( a ) ( XXXX ) Failure to report the required Date of First Delinquency ( DOFD ), which may lead to unlawful re-aging Internal contradiction Reporting the account as both Pays as Agreed and Charge Off is inconsistent and misleading I am currently serving on XXXX XXXX orders with the XXXX XXXX and have XXXX XXXX in Louisiana throughout this timeframe XXXX While the XXXX XXXX not apply directly to the credit reporting itself, the context including a military PCS, a total loss, and continued good-faith efforts to resolve the balance should be considered in assessing the reasonableness of my actions.

Company response to consumer: Closed with non-monetary relief