Consumer complaint received 2025-09-30 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: NJ

Complaint narrative:
I am the cosigner on my sons auto loan with XXXX XXXX. Before this incident, I had an excellent credit score in the XXXX and a spotless payment history. The XXXX late mark reported on my credit report was the result of system limitations, lack of notification, and unavailable support, not willful neglect. 

The issue began with the XX/XX/year> payment, which my son attempted to make in late XXXX, just XXXX day before the XXXX late window closed. The payment failed due to insufficient funds. However, I as the cosigner was not notified until XX/XX/year>. The same day I was informed, I took immediate action to resolve the issue. Unfortunately, by then the XX/XX/XXXX due date had passed, and a XXXX late was already reported to the credit bureaus. 

Even if I had been notified earlier, XXXX XXXX made it impossible to resolve the issue in time : Online payments were blocked Pay-by-phone was disabled Live representatives were unavailable, as XX/XX/XXXX fell on a weekend This issue repeated again on XXXX XXXX XXXX  when another payment neared the XXXX threshold. Despite multiple attempts, we were again unable to make a payment due to XXXXXXXX XXXX  system blocks and lack of weekend availability. All options online, phone, and live support were inaccessible. 

After both events, I contacted XXXX XXXX and requested : XXXX. An explanation for the lack of notification after the failed XXXX payment XXXX. Clarification on why no payment methods were available during key periods XXXX. A goodwill removal of the XXXX late from the XXXX cycle 4. Assurance that the XXXX payment would not be reported as 30 days late XXXX XXXX response was extremely disappointing. They acknowledged that their systems restrict payment options on nights and weekends, and that no representatives are available during those times. But they refused to help. They denied my request for a goodwill adjustment and stated there is nothing we can do. They offered only a dispute form. 

As a cosigner who had no control over the failed payment and who acted swiftly once made aware I believe this reporting is unfair and inaccurate under the Fair Credit Reporting Act ( FCRA ). It also had an unwarranted impact on my excellent credit standing. 

I respectfully request the following : XXXX. That XXXX XXXX remove the XXXX late payment from the XXXX cycle, as I was not informed until XX/XX/XXXX and resolved it immediately. 
XXXX. That no XXXX late mark be reported for the XXXX payment, as we were again blocked from all payment methods. 
XXXX. That XXXX XXXX review and revise its policies to ensure borrowers and cosigners are not penalized when systems and staffing make it impossible to pay. 

Supporting documentation ( timelines, attempted payments, screenshots, and communication history ) is available upon request.

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