Consumer complaint received 2024-09-16 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: CA

Complaint narrative:
Subject : Dispute of Late Payment Report to Credit Bureau I am writing to formally dispute the late payment report associated with my mortgage account, which has been inaccurately reported to the credit bureaus. 

My mortgage was transferred to XXXX XXXX  in XX/XX/XXXX, and the autopay system was successfully set up at that time. For the following six months ( XX/XX/XXXX- XX/XX/XXXX ), all mortgage payments were made as scheduled. However, without any notification via email or postal mail, the autopay was unexpectedly discontinued by XXXX XXXX. 

As I was not made aware of this issue, no payments were processed from XX/XX/XXXX through XX/XX/XXXX. It was only through a random phone call, which I answered despite not recognizing the number, that I became aware of the problem on XX/XX/XXXX. Upon discovering this, I immediately contacted your customer service department and made the outstanding payments ( {$11000.00} ) for those months over the phone, bringing my account up to date. Additionally, I reenrolled in autopay and set up the payment for XX/XX/XXXX. 

However, I recently received a letter from XXXX stating that the initial request to reestablish autopay was not processed successfully. I reapplied to set up autopay and still have been denied even a month after my account was up to date again, citing account not being up to date. Their information is not up to date or accurate within their own systems talking to one another. This is unacceptable as it has resulted in a massive hit to my otherwise perfect credit scorXXXX. 

I am attaching copies of my credit reports that show the late payments were reported. I am disputing these reports because I had autopay turned on, and XXXX XXXX  stopped the autopay function without notifying me. This situation was not due to any negligence on my part, but rather a failure in communication from XXXX XXXX  after they discontinued the autopay setup. 

Given the circumstances, I kindly requested that XXXX XXXX take the following actions : 1. Promptly investigate and correct the inaccurate late payment report sent to the credit bureaus.

2. Confirm the reversal of this late reporting to the credit bureaus, reflecting that my account is paid in full and was never intended to be delinquent.

3. Provide written confirmation of this correction and update my credit report to reflect a positive payment history.

I have always been diligent in managing my mortgage payments, and this issue was a result of circumstances beyond my control. I trust that XXXX XXXX  will take the appropriate steps to resolve this matter promptly. 

I've asked XXXX XXXX  to acknowledge receipt of this letter and inform me of the actions taken to correct this error. Should you require any further information or documentation to process this dispute, do not hesitate to contact me at the provided phone number or email address. XXXX, XXXX, and Experian all have disputes in process, please contact all reported agencies. 

I've received nothing from XXXX XXXX  except another rejection of the my autopay setup, another late month report to credit reporting in XXXX when at this point it was already up to date, and nothing back on this matter. I'm reporting this business now. 

Thank you so much for your help in this matter. It's preventing me and my husband from moving and purchasing a new home in the state that we are moving to.

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