Consumer complaint received 2025-04-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: EQUIFAX, INC.
State: TX

Complaint narrative:
The authorized user, XXXX XXXX recently received notice on XX/XX/XXXX from XXXX XXXX of a late/miss payment from XXXX. I also noticed Equifax dropped XXXX points from my credit score because of this situation. Ive never had this experience in my life anXXXX XXXX XXXX XXXX XXXX XXXX XXXX  As far as I could remember Ive paid off my balance with XXXX  each statement I received as I often paid off my small balances habitually. 
On XX/XX/XXXX I contacted XXXX  and was told by their XXXX Customer Service my last activity was {$40.00} charged in XXXX, and the XX/XX/XXXX payment due billing statement got returned to XXXX. He proceeded to verify my mailing address and it hasnt changed. He also suggested I paid this amount immediately by phone with him and XXXX submit request to remove {$30.00} late fee for XXXX, and {$40.00} late fee for XXXX. He said since it is NOT YOUR FAULT. 
I asked why XXXX  did not notify me at all of the situation because I didnt receive any email, phone call, or letter or any additional statement since XXXX I did make several additional phone calls the following days trying to resolve the situation but each time Customer Service XXXX for me to pay. I did pay them an additional {$33.00} by phone and also scheduled the last payment of {$2.00} from my bank. The last customer service rep I talked on XX/XX/XXXX was kind enough to remove the XXXX {$40.00} late fee. And just recently XXXX applied the final credit of {$33.00} to my account for {$30.00} XXXX late fee. I was also able to get assistance to register for their billing website which was different from XXXX to view my billing account online. Its a painstaking process and not user friendly website. 
I signed up for XXXX card since XXXX because I like shopping online and pick up at XXXX for my conveniences, and the 5 % saving to help with taxes. But this negative experience with XXXX is causing my disappointment, mistrust, and betrayal towards XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  feel XXXX being punished for no reason ; my mail was being returned and XXXX failed to notify me and XXXX was unjust and unfair by continuing to charge me late fees internally, then sent me to their collection department, and causing Equifax through XXXX to dropped XXXX points from my credit score. 
I made many phone calls to remove my daughters name XXXX XXXX as the authorized user because shes purchasing a {$400000.00} home closing this XX/XX/XXXX, and this negative late payment due to returned mail internally within XXXX is reflecting on her credit report negatively. But XXXX customer service representatives each failed to remove her since XX/XX/XXXX. I lost my faith and trust with this company. After many sleepless nights and worries and stress, unnecessarily. 
Yesterday XX/XX/XXXX I requested my account credit {$33.00} refund to me was told by customer service a check will be sent out, the only available refund method. 
This morning XX/XX/XXXX I received the very first email since the late payment ordeal back in XX/XX/XXXX from XXXX at XXXXXXXX XXXX advised theyre unable to mail me some written info. Why didnt XXXX email me this information I wonder??? It also stated I XXXX not be able to use my card until I called themXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  have no other option but I would have to close this troublesome, difficult, and unreliable card after all the heartaches and tortures they put me through for {$40.00} due date XX/XX/XXXX but they failed to send me a billing statement, or even attempted to notify me by email or phone call. 
This morning I called XXXX customer service representative to request to close my account and refund me the credit {$33.00}, and to remove XXXX XXXX as the authorized user. Representative advised there was a change in their billing system recently that might have caused all the trouble XXXX going through, as well as a few other customers. 
She was able to remove XXXX as the authorized user, but unsure if they can send me the refund due to returned mail situation. My account did not close so XXXX sending written request to XXXX XXXX in XXXX. I do apologize for such a lengthy explanation of my situation. Its important to know XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXhis is not worth my life! Please fix it I beg you. Thank you.

Company response to consumer: Closed with non-monetary relief