Consumer complaint received 2025-05-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
XXXXXXXX XXXX XXXX is where I have my refinanced car loan. I had been set up on auto pay I have been trying to pay my past due car loan since XX/XX/XXXX. No one told me until XX/XX/XXXX that I can no longer use auto pay. the system did not allert me and there was no indication that it didnt go through, other than me checking my bank account after being very sick and hospitalized with the XXXX. On their end, they are telling me my bank says I have insufficient funds. This is innaccurate as I have also verified by my bank that this is not the case. I have proof I've had enough funds for auto pay as I set aside {$630.00} ( which is more than my monthly car payments ) in a seperate savings account. 

The following day I tried to pay with my bank account, and the system did not allow me ; For the following week, i called multiple times to get auto pay re instated as well as the ability to pay with my savings bank account. please note none of my XXXX XXXX XXXXXXXX ccounts worked for me to pay with. They said they would try to fix the issue and call me back. I said I would wait to hear from them, as I was still within XXXX days. This took XXXX weeks. I called over and over trying to get this fixed. 

Then on either XX/XX/XXXX or XX/XX/XXXX, I called again. a manager i spoke with said the only way to use my bank account is through fast pay. so i did. it said " successful. '' the manager i was with on the phone while doing this said this meant that that my payment went through and not to worry. 

on XX/XX/XXXX, I noticed no funds were taken out of my bank account. i called again. the same manager told me to try the fast pay again. it would not let me do it through my computer or phone, so he processed and HE told me that it went through. HE TOLD ME CONFIRMATION NUMBER - XXXX - THAT PAYMENT WENT THROUGH. ON XX/XX/XXXX, i was still within 30 days and would not have been reported. had ANYONE TOLD ME that this didnt work, or that my bank account was blocked, i would have used my debit card. i was told for weeks that XXXX would try to fix my bank not being able to be used, AND ALSO that my payment went through. these phone calls are all recorded. 

then on XXXX... i noticed still, no funds taken out of my bank account. i called XXXX. spoke with a very rude agent named XXXX would not let me explain anything. she told me that the only way to pay with my debit card. NO ONE HAD TOLD ME THIS PRIOR. She would not let me explain. Spoke to a manager who said he didnt know why NO ONE for a MONTH said the only way to pay is debit card. I took care of it that day as my funds were never an issue. 


I have asked for a transcript of the phone call - hasnt been sent yet. I have asked for loan department to rectify this, no response. 



It takes 30 days of being past due before a late payment is reported to the credit agency.

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