Consumer complaint received 2024-08-09 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: AZ

Complaint narrative:
Re : Formal Complaint Against XXXX XXXX, Mortgage Account Number : XXXX Dear Sir or Madam, I am writing to formally lodge a complaint against XXXX XXXX  regarding the mishandling of my mortgage payments and the subsequent reporting of a late payment to the credit bureaus. 

Background Information : Account Number : XXXX Mortgage Holder : XXXX XXXX Date of Incident : XX/XX/year> Mortgage Payment History : 42 on-time payments with XXXX ( none late ) ; no late payments across multiple mortgages with other banks. 

Summary of the Issue : In XX/XX/year>, I was enrolled in autopay for my mortgage with XXXX XXXX. However, without my knowledge or consent, XXXXXXXX XXXX  system inexplicably turned off my autopay, resulting in my mortgage payment not being processed on time. 

On or shortly after the first of XXXX, I received a call from XXXX XXXX  informing me of the missed payment. I immediately provided the XXXX operator with instructions to process my payment. The operator assured me that the payment had been processed and that everything was in order. 

However, the following month, I was shocked to receive another call from XXXX XXXX, this time informing me that my XXXX payment was now over 30 days late. I once again provided the same payment instructions to the second XXXX operator, who assured me that the payment was processed correctly this time, and indeed it was. 

This situation arose due to two critical failures on the part of XXXX XXXX  : Autopay System Failure : XXXXXXXX XXXX system inexplicably turned off my autopay without my knowledge, which led to the missed payment. 

Operator Error : Despite my prompt action to rectify the situation in XXXX by providing payment instructions, the XXXX operator failed to process my payment as promised. 

As a result of these failures, XXXX XXXX  reported my XX/XX/year> payment as 30 days late to the credit bureaus. This reporting is unjust and inaccurate, given that I took immediate action to resolve the issue and relied on the assurances provided by XXXXXXXX XXXX representatives. 

Steps Taken to Resolve the Issue : I have made multiple attempts to resolve this issue directly with XXXX XXXX, but my concerns have been dismissed. Despite my long history of on-time payments and responsible financial management, XXXX XXXX  has refused to take responsibility for their errors or to correct the inaccurate credit reporting. 

Request for Resolution : I respectfully request that the Consumer Financial Protection Bureau investigate this matter and assist me in compelling XXXX XXXX  to withdraw the late payment report from the credit bureaus. This erroneous report has caused unwarranted harm to my credit standing, and I believe it is essential that XXXX XXXX  be held accountable for their actions. 

Thank you for your attention to this matter. I look forward to your assistance in resolving this issue. 

Sincerely, XXXX XXXX

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