Consumer complaint received 2024-01-18 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: IL

Complaint narrative:
In approximately XXXX, I spoke with a customer service representative via telephone, inquiring why my account was closed when I only missed one payment in XX/XX/XXXX and was one day late for XXXX XXXX One missed payment and a day past grace period normally does not result in closing a credit line which Ive held for the past five years. 
In response to my inquiry, I was informed there was also a missed payment in XXXX XXXX Hearing this, I disputed and explained that I made a payment by phone in XXXX XXXX The customer service representative explained that the payment was not accepted. I indicated there is no way at all it wouldnt have been accepted, as there was plenty of money to cover the payment. The customer service representative reviewed the payment details with me, which revealed that the employee who took my payment over the phone input my checking account number incorrectly ( i.e. last four is XXXX, employee input XXXX ). I requested that the phone call audio be reviewed, to confirm that I did in fact provide correct payment information in attempt to remit payment, because I have had this checking account for 11 years and know my checking account number by heart and did not give XXXX for the last four in the account sequence instead, what happened, unfortunately, is the employee who took my XX/XX/XXXX payment by phone misheard the XXXX as XXXX, which is not an error attributable to me. If so, the " missed payment '' from XX/XX/XXXX should be corrected on my credit report and, that beginning the basis for my account being closed, the account should be reopened. 
The customer service representative informed me he would review the audio from the call and return my call with the results of his review, likely within 3-4 days. Later that week, I missed a call from the companys phone number, which I presume was that return call. Unfortunately, the call was at a time that I was in court and could not answer. I returned the call within hours, spoke with a different customer service representative, brought him up to speed on the information I was expecting, and he simply said that the account could not be re-opened and would remain closed. He did not inform me about what the audio of my XX/XX/XXXX phone payment contained. 

I formerly requested by letter, on Thursday, XXXX XXXX XXXX, that the audio be reviewed. I also requested in the same letter, instructions in writing, as to the companys preferred process of requesting a copy of the same audio for me to review myself. 
Should the audio reveal that I provided correct payment information, and the declined payment was only due to their employee erroneously entering the payment information I provided, I am requesting that the company report the payment as timely, as I in fact remitted payment timely. But-for the payment info being incorrectly entered on the company 's end, the payment would be complete. At no time after the " missed payment '' did the company attempt contact by phone, email, or physical mail to inform me that the payment did not go through. If so, I could have discovered the incorrect payment entry and corrected it so that the company 's error did not get reported as me not paying timely. 
Additionally, I am in receipt of a mailing from XXXX XXXX XXXX which indicates that my account was closed due to the perceived non-payment. Because I did in fact submit payment in XXXX XXXX and the ultimate non-payment was due to no fault of my own, I am asking that the closure of my account be reviewed and reversed. 
I otherwise have made timely payment for half a decade and do not see any basis for closing the account. This account being closed gravely affected my credit score, which is unacceptable.

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