Consumer complaint received 2025-09-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Perpay, Inc.
State: MD

Complaint narrative:
For months, I have been asking the Perpay company update the 3 credit reporting agencies with the correct status of the account. To date, the only credit reporting agency that has been updated is XXXX XX/XX/XXXX I contacted the Perpay Merchandise company stating that I previously had an account with them and would like to login to the account to view the balance and and to set up a payoff agreement if possible. 

XX/XX/XXXX Received email from XXXX from Perpay stating that I was contacting them from an e-mail address not linked to the purchasing account and to do the following : What to do next : Option 1 : If you can access the email connected to your account, please contact us again from that email.

Option 2 : If you dont have access to your old email, reply to this message with all the following : The email currently connected to your account The email you want to use moving forward A photo of your government-issued ID Well verify your identity and get started right away. 
XX/XX/XXXX Returned email to XXXX XXXX the new email address to use and submitted a picture of my Maryland drivers license. I informed him that I could be contacted on my cell phone at any time to discuss the account details. I indicated to him that resolving this issue was time sensitive. 
XX/XX/XXXX emailed the support mailbox XXXX informing them that I have submitted the requested information and that I still have no access to get into the account. Once again I stated that this is a time sensitive issue. I once again listed my cell phone number XX/XX/XXXX I received an email from XXXX from the Perpay company requesting proof of identity. I replied to his email stating that I sent the information on XX/XX/XXXX XX/XX/XXXX I emailed XXXX at Perpay asking to get me someone that could assist with resolving this issue as I have been asked for and submitted the proof of identity twice to the Perpay company XX/XX/XXXX complaint file with XXXX of Maryland XX/XX/XXXX email received from XXXX stating that the account information was updated and to use enclosed link to reset password XX/XX/XXXX emailed XXXX at Perpay asking if a settlement would be taken and that I would immediately pay it. Once again, and every time that I contacted the Perpay organization, I included my cell phone number to be contacted. No one ever calls and you can not speak to any one at the Perpay organization directly. I received no answer to the account payoff either by return email or phone call XX/XX/XXXX I emailed XXXX at Perpay stating that I would like to completely pay off the balance and close the account since I havent received any responses at all from the Perpay organization XX/XX/XXXX received an email from XXXX at Perpay stating that they are happy to help and to furnish that same proof of identity that I have already sent to them XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX I emailed the following response to XXXX at Perpay : Good morning, There appears to be a huge disconnect in communication between all involved parties. On XX/XX/XXXX, I received an email from XXXX stating that my new email address has been updated in your system. I was asked to log in with that email address and change the password. All this was done! Please see the email from XXXX that I have attached to this message. 
Please help me to resolve the issue with the outstanding balance. I am putting in maximum effort to resolve this issue, but it appears that all that is happening is that we are running in circles. I understand challenges will happen but there need to be a better way of communicating. 
Please see below for what I am requesting : I want to completely pay off/close the outstanding balance on the account in the amount of {$310.00} I want to settle the account if possible or pay it out in full. 
I will need a letter from you on company letterhead stating that there is a {$0.00} balance, and the account has been settled/paid in full Respectfully, XX/XX/XXXX received email from XXXX from XXXX that XXXX could log into the account and click on the link to make a XXXX payment. Once processed, balance will update in XXXX hours. The full balance of {$310.00} was paid on XX/XX/XXXX XX/XX/XXXX email sent to XXXX at Perpay after being told that there was a {$4.00} balance due on the account after paying the initial {$310.00} : XXXX, For absurd as this entire experience to resolve an issue that should have been so very simple, the account still remained open because of a {$4.00} remaining balance due after paying the {$310.00} original balance. Why were there XXXX individual payments posted? Nonetheless, I have paid the final {$4.00} payment to this account. Please see to it that the account is permanently closed and that I can get a receipt of final payment with a {$0.00} balance from this organization. 
XX/XX/XXXX email sent to customer support team XXXX in reference to the email received from XXXX on XX/XX/XXXX : Hello, I am no longer employed by the employer listed on the account. Please remove the information and close the account. 
The final payment of {$3.00} processed on XX/XX/XXXX, Please email to me a receipt on Perpay company letterhead indicating that the account was paid in full and has a zero-dollar ( {$0.00} ) balance. 
Respectfully, XX/XX/XXXX received email from XXXX at Perpay in reference to email sent to the Perpay company on XX/XX/XXXX : Got it and thank you for reaching out! 
Ive passed your request along to a member of our team, and theyll be in touch within XXXX hours. 
XX/XX/XXXX received email from XXXX from Perpay stating : waiting on you. We need more information XX/XX/XXXX received email from XXXX from Perpay : Thanks for reaching out, happy to help! 
After reviewing your account I can see there is an account balance of {$1.00} that is ready to be withdrawn. Can you please clarify the last XXXX digits of the verified bank account on file you would like to withdraw your funds to? 
You can view any bank accounts on file through your Perpay profile here. 
Thanks! 
XX/XX/XXXX email sent to XXXX at Perpay : Need more information on what? 
This is a simple request to close the account and issue a receipt for final payment of {$310.00}. 
There have been numerous emails requesting information that I have submitted over and over and over again. 
What more need to be done??? 
XX/XX/XXXX received email from XXXX from Perpay : I do apologize for the confusion here. 
Can you please clarify the last XXXX digits of the verified bank account on file you would like to withdraw your funds to? 
XX/XX/XXXX email sent to XXXX at Perpay stating that I submitted the banking information on their website XX/XX/XXXX received email from XXXX at Perpay stating that I will receive 2 micro deposits and to verify them on their website XX/XX/XXXX email sent to XXXX at Perpay informing them of the totals from the XXXX micro deposits and again asking for a payment letter on company letterhead stating that the account has been paid in full, closed and has a {$0.00} dollar balance. 
XX/XX/XXXX email received from XXXX from Perpay stating that my request for the paid in full letter will be passed on to a team member with the skillset to complete the request as soon as they are available. 
XX/XX/XXXX email sent to XXXX at Perpay : XXXX XXXX, I checked again this morning, and it appears that the account is still open and active. Over the last week, I have sent and responded to many emails asking to close the account, furnish a receipt stating that the account has been closed and paid in full and has a zero-dollar balance. 
This has been a very frustrating process, and the issue has yet to be resolved. I am asking your company again to please close the account and email to me a receipt on you company 's letter head stating, " the account has been closed and paid in full with a XXXX balance. '' I wish not to have an open line of credit. 
XX/XX/XXXX email received from XXXX from Perpay stating that I need to deactivate the account XX/XX/XXXX email received from Perpay containing a payment history of the account instead of the paid in full letter with {$0.00} balance XX/XX/XXXX Certified letter sent to Perpay that has not been received/nor signed for. On XX/XX/XXXX, the latest status of the letter was in transit. That is still the status as of XX/XX/XXXX @ XXXX est. 
XX/XX/XXXX received email from Perpay containing the paid in full letter on Company letter head as requested in XXXX. 


XX/XX/XXXX email sent to Perpay customer service XXXX XXXX, I have been trying for nearly two months to resolve an issue with Perpay XXXX Inc. regarding the closing and zeroing out of my account. Despite repeated attempts, including phone calls, emails, and even a certified letter sent on XX/XX/XXXX ( never signed for ), the company has not corrected its reporting. 
Only one of the three major credit reporting agencies reflects the account correctly. XXXX XXXX XXXX continue to report inaccurate information, causing significant delays with a mortgage company that is unable to proceed with a rescore until this issue is fixed. Please see below for the current credit scoring as of XX/XX/XXXX, XXXX. I have asked that the XXXX investigate this issue as well. 
Desired Resolution : I request that Perpay immediately update its reporting with XXXX XXXX XXXX to reflect the accurate and closed status of my account. 
XX/XX/XXXX email received from XXXX from Perpay stating that my issue was passed on to a member of the team and I will be contacted within XXXX hours. 
XX/XX/XXXX email sent to XXXX at Perpay asking if there are any updates with contacting the credit reporting agencies. I also informed him that no one has contacted me in any form of communication. 
XX/XX/XXXX email sent to XXXX at Perpay indicating that this will be the last time that I will be contacting the Perpay company and that the following actions will be taken : Dear XXXX Department XXXX XX/XX/XXXX, I paid this account in full and formally requested that it be closed. On XX/XX/XXXX, I received written confirmation from your company stating that the account was closed and the balance as of that date was {$0.00}. 
Since that time, I have sent numerous emails requesting that the account status be accurately reported to all credit reporting agencies, reflecting that the account has been paid in full, closed, and carries a XXXX balance. As of XX/XX/XXXX, no corrective action has been taken. The only responses I have received have stated that my issue has been passed on, yet no resolution has been provided. 
This matter has been mishandled and has caused unnecessary hardship. To protect my rights, I have : XXXX. Re-opened a complaint with the Better Business Bureau, providing all supporting documentation since XX/XX/XXXX. 
2. Filed disputes with all major credit reporting agencies.

3. Prepared documentation to submit to the Office of the Attorney General for further review. 
To date, there have been more than XXXX email communications with your company since XXXX, none of which have resolved this issue. 
I respectfully demand that your company immediately correct the reporting of this account with all credit reporting agencies to accurately reflect its paid/closed status with a {$0.00} balance. Failure to do so may result in further escalation, including legal remedies available under the Fair Credit Reporting Act ( FCRA ) and other applicable consumer protection laws. 
Please provide written confirmation once the reporting has been corrected. 
Sincerely, XX/XX/XXXX the same complaint ( XXXX ) has been open with the BBB since XX/XX/XXXX through today, XX/XX/XXXX, with no resolution from them either.

Company response to consumer: Closed with explanation