Consumer complaint received 2025-03-31 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: Experian Information Solutions Inc.
State: KS

Complaint narrative:
My mortgage is with XXXX XXXX XXXX XXXX XXXX out of XXXX, DE and according to Experian, it is a XXXX XXXX affiliate. 

My mortgage amount is {$2500.00}. 

In XX/XX/XXXX, we received a letter from XXXX XXXX XXXX  stating that our account was past due. I was confused as I have not changed our auto pay feature from our bank. I went to XXXX XXXX XXXX XXXX, website and logged into my account. Nowhere did it say that an amount was past due, or that a double amount was due next period. It merely said that Autopay was ON and that the {$2500.00} was due next month. There was no inclination that anything was past due. With this, I thought maybe it was a timing issue of a day or so and the account was current. 

In XX/XX/XXXX, we received another letter from XXXX XXXX XXXX XXXX This again said that the account was past due. I then went to the website and logged in. The account said that the Autopay was ON, nowhere did it say anything was past due, and said that the next payment due was {$2500.00}. I told my wife that everything looks find and must have been something wrong on their end because it shows account in good standing. 

In XX/XX/XXXX, we received a third letter. At this point, I need to confirm everything is fine. I called XXXX XXXX XXXX XXXX and explained the situation. The gentleman on the other side was very helpful and I told him the situation. He said that the account was indeed past due. I told him that nowhere on the site does it show that and that it only shows the next payment due, and he said " that is an issue with their website '' but that it is past due. I told him that was not acceptable from the site and I made payment right then to make the account current. 

Not knowing that anything is past due from the website is a lack of transparency from XXXX XXXX XXXX XXXX and need to show that the account is Past Due, by how much, and what is expected to be paid to make the account current. Their lack of website data and account information is not my fault. Should I have known or seen that there was a past due amount, I would have immediately paid the account at the time of first logging in. Their website showed no inclination of a past due amount and is misleading. 

Please research this feature or lack there of on their website. Others will or have had the same circumstances and is not fair to the Consumer, which is why I am getting you involved. 

I tried to resolve the issue with both XXXX XXXX XXXX XXXX and with Experian Disputes and this still shows on my credit score as past due payments for 2 months. 

I am a small business owner and this directly impacted my XXXX XXXX XXXX line of credit and reduced it from a $ XXXX line of credit, to {$11000.00}. 

You will see that I am have not been late on any other accounts or vendors. 

Thank you for your itme.

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