topic Re: Reporting a Bug or Problem with myFICO Products in myFICO® Product Feedback

Reporting a Bug or Problem with myFICO Products

Anonymous — Fri, 03 Aug 2007 19:26:11 GMT

For billing issues (i.e., you were billed when you didn't think you should have been billed, you canceled but you're still being billed, you ordered Product A but received Product B, etc.), your best point of contact is Customer Care. They have direct access to your account, and the ability to make changes to address your issue. We here on the Forums do not. Aside from providing a bit of psychological satisfaction through venting, posting a billing issue here really isn't going to help you resolve the problem.

If your issue is more technical, or you see an opportunity for product improvement, by all means post here. Please be specific as to the nature of the problem, or your suggestion for product improvement. In tracking bugs, details are everything. When did the problem occur? What were you doing immediately prior to the problem appearing? Does it appear when you access a specific screen or feature? What exactly do you believe the product should do differently? The more details you provide, the more assistance we can provide.

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Sat, 15 Sep 2007 13:27:18 GMT

I hae been a member of myfico for a few months. I am very disappointed to find out that when I went to apply for credit and they pulled my report from Equifax, it did not match at all what is on here. How can that be? Why am I paying for this service if it states it is what is on Equifax and then find out it does not match wat Equifax shows?

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Sat, 15 Sep 2007 21:39:09 GMT

It may be just venting but at least everyone will know whats going on

I just want to say I am very disappointed in MY FICO right now. I have subscribed to this service for almost two years. Today I received an alert indicating that my score dropped 16 points. I have transferred a large bill to a credit card and I knew that would impact my score...but 16 points was more than I expected. When I viewed the alert it said my score may have changed because of TWO NEW REASONS...one was the increase in the balance on the card....I knew that already. It said the second reason was a NEW public record or collections. Naturally that concerned me....I have a bankruptcy from NINE years ago....other than that I don't even have 1 late payment EVER. So I bought a new report. Guess what???? There was no new collections. It was just the old one. I feel this is deceptive wording on behalf of My Fico and I expect more from a company I have trusted for nearly two years. I called the company to explain my position. THE ONLY REASON I BOUGHT THAT REPORT IS BECAUSE MY FICO SAID I HAD A NEW COLLECTION OR PUBLIC RECORD. That was not true. I explained this to the first representative who of course said "oops, sorry...but we don't give credits" I asked for a supervisor who then tried to tell me that perhaps something was UPDATED from the NINE YEAR OLD bankruptcy .....and that caused my score to drop...haaaaaaaaaaaa. That was ridiculous. I again asked to be credited the 10 dollars and he declined. I asked his name and he said KIZZY. I asked for his full name and he refused. I AM ABSOLUTELY LIVID. This is not about ten dollars. Its about being deceived by this company so they can get more than the 80 dollars a year they already get. Im canceling this subscription and letting everyone know that MY FICO has deceptive practices.

but i also want everyone to know about this!!!

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Mon, 26 Nov 2007 14:10:50 GMT

Hi, New World Man:

Trying to figure out where to post this--

RE: TU's "Credit at a Glance Section" (top heading section) reports whatever the total accounts on file as being past due--

even though no accounts are past due.

DW posted in the credit cards section regarding a TU Fico reporting glitch? I was wondering if anyone else is having this show up on their reports.

TU is my lowest score and after pulling my report, I also have the same reporting glitch.

In the "Credit at a Glance" section, It is reporting all 21 of my accounts as past due. I have 21 total accounts open and closed, none are past due.

3 of those with baddies. 1 - SSFCU reports 11 lates 4 years ago.

2 chargeoffs with no lates listed due to fall off early 2008

Any suggestions on how to get this corrected or is it even affecting my score?

11/20/07 Fico TU 648

EQ 699

EX 714

I am trying to figure out how to post picture, but it is on the same page as my personal info, any suggestions on that?

Re: Reporting a Bug or Problem with myFICO Products

Barry — Mon, 26 Nov 2007 19:53:20 GMT

gotFico wrote:

Hi, New World Man:

Trying to figure out where to post this--

RE: TU's "Credit at a Glance Section" (top heading section) reports whatever the total accounts on file as being past due--

         even though no accounts are past due.

DW posted in the credit cards section regarding a TU Fico reporting glitch? I was wondering if anyone else is having this show up on their reports.

TU is my lowest score and after pulling my report, I also have the same reporting glitch.

In the "Credit at a Glance" section, It is reporting all 21 of my accounts as past due. I have 21 total accounts open and closed, none are past due.

3 of those with baddies. 1 - SSFCU reports 11 lates 4 years ago.

2 chargeoffs with no lates listed due to fall off early 2008

Any suggestions on how to get this corrected or is it even affecting my score?

11/20/07 Fico TU   648

                        EQ 699

                        EX 714

I am trying to figure out how to post picture, but it is on the same page as my personal info, any suggestions on that?

Hello gotFico,

This is a known bug in the report display that's being fixed. It has absolutely no effect on your score.

What's happening here is that if there is anything negative, i.e. ever been late, included in BK, etc., it will say that ALL accounts are past due.

I'll let you all know when this has been fixed.

Thanks!

Barry

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Fri, 30 Nov 2007 01:58:16 GMT

After attempting an online switch from monthly to yearly billing and being rejected by the server "because I already have a ScoreWatch product", I emailed Customer Service for assistance on same and requested to use the Holiday25 coupon. The cust serv rep wrote back that the coupon is only good on Credit Complete.

So, I called in and was told that not only that but that to switch to yearly billing I would have to cancel the monthly billing with her, and then log in and sign up for the 30 day trial of yearly billing online since that's the only way to sign up for yearly billing.

She also said that I would lose all of the accumulated data in my account since I would be "starting over".

I would consider most of that to be bugs that could be greatly improved on. Much more of account admin could and should be on the user side. Switching/upgrading between products should be diy and not require an email and phone call. Paid for data should never be deleted.

Last but not least, hopefully somewhere in a dust bunny is a stack of punch cards just waiting to be uploaded as "AllYourFicosEver for $39.95". Thank you for these great boards!

Re: Reporting a Bug or Problem with myFICO Products

Barry — Sat, 01 Dec 2007 16:01:23 GMT

huh wrote:
After attempting an online switch from monthly to yearly billing and being rejected by the server "because I already have a ScoreWatch product", I emailed Customer Service for assistance on same and requested to use the Holiday25 coupon. The cust serv rep wrote back that the coupon is only good on Credit Complete.

So, I called in and was told that not only that but that to switch to yearly billing I would have to cancel the monthly billing with her, and then log in and sign up for the 30 day trial of yearly billing online since that's the only way to sign up for yearly billing.

She also said that I would lose all of the accumulated data in my account since I would be "starting over".

I would consider most of that to be bugs that could be greatly improved on. Much more of account admin could and should be on the user side. Switching/upgrading between products should be diy and not require an email and phone call. Paid for data should never be deleted.

Last but not least, hopefully somewhere in a dust bunny is a stack of punch cards just waiting to be uploaded as "AllYourFicosEver for $39.95". Thank you for these great boards!

Looks like you got some bad info, at least on a couple of points, huh. Maybe the agent you talked to you was new (at least I hope that was the case.) or having a bad day Here's the scoop....

1. I believe it's true that the Holiday25 promotional code is only good for Credit Complete.

2. It's also true that you would have to have a customer service rep cancel your monthly subscription and that you would have to reorder the annual Score Watch product.

3. It's not true that you would be ordering the 30 Day Free Trial version, since you've already had the product, but rather you'd be ordering the regular annual version. Hopefully, the agent gave you a promo code for 10% off, which can be applied to the regular $89.95 annual price. (If not, let me know.)

4. It's also not true that upon converting from monthly to annual that you would no longer have access to the reports, alerts, graphs, etc. that you already have. You will, in fact, continue to have access to all of this info as long as you continue to subscribe to Score Watch, either annually or monthly.

And lastly, yes, there's a stack of punch cards disignated "All the FICO Scores You Can Eat for Only $__" waiting for someone from above to give the OK to load them into that big old mainframe. This is the #1 thing our customers have asked for since day one, and all I can say is that, uh, well, we're still waiting for that OK....

Sorry for the misinformation you got from customer service. I will notify the call center supervisor so these errors can be addressed with the call rep you talked to.

Barry

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Fri, 18 Jan 2008 20:10:58 GMT

Hey Barry, can you also let me know when the past due reporting is fixed? My TU Fico took a 100 point hit because TU is indicating "9" past due accounts, I only have one in collection with all others reporting clean. The collected account should report paid by the end of this month.

Re: Reporting a Bug or Problem with myFICO Products

Barry — Wed, 23 Jan 2008 18:41:16 GMT

bzratdog wrote:

Hey Barry, can you also let me know when the past due reporting is fixed? My TU Fico took a 100 point hit because TU is indicating "9" past due accounts, I only have one in collection with all others reporting clean. The collected account should report paid by the end of this month.

Hi bzratdog,

Please be clear than any known issues with the way info is being displayed on reports from myFICO are most likely only affecting the way the info is displayed and are not necessarily affecting the scores themselves. This is because the scoring takes place at the bureau and the formatting of the reports sold through myFICO takes place in the myFICO world.

As for such display issues, I'll have to check on that and get back to you, but I don't believe they've been resolved yet. I will check, though.

If the report with the 9 past due accounts is from myFICO, I'd suggest also getting a TU report either directly from TU or from www.annualcreditreport.com to see how they're reporting these items, and then PMing me, letting me know what differences, if any, there are between the myFICO and TU reports.

Make sense? Let me know if this isn't clear or if you have any more questions about this. Good luck!

Barry

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Wed, 23 Jan 2008 19:50:12 GMT

I just today switched from True Credit to Score Watch. When I look at at my scorewatch account listing for 11 accounts it says 10 of those account numbers are not on record. If I login to True Credit and look under Equifax it shows the account numbers for all of them. Shouldn't they all be listed in Score Watch too since it's pulling from Equifax?

Thanks,

Chris

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Thu, 24 Jan 2008 00:14:11 GMT

Barry wrote:

bzratdog wrote:
Hey Barry, can you also let me know when the past due reporting is fixed? My TU Fico took a 100 point hit because TU is indicating "9" past due accounts, I only have one in collection with all others reporting clean. The collected account should report paid by the end of this month.

Hi bzratdog,

Please be clear than any known issues with the way info is being displayed on reports from myFICO are most likely only affecting the way the info is displayed and are not necessarily affecting the scores themselves. This is because the scoring takes place at the bureau and the formatting of the reports sold through myFICO takes place in the myFICO world.

As for such display issues, I'll have to check on that and get back to you, but I don't believe they've been resolved yet. I will check, though.

If the report with the 9 past due accounts is from myFICO, I'd suggest also getting a TU report either directly from TU or from www.annualcreditreport.com to see how they're reporting these items, and then PMing me, letting me know what differences, if any, there are between the myFICO and TU reports.

Make sense? Let me know if this isn't clear or if you have any more questions about this. Good luck!

Barry

I'm confused... if the scoring takes place at the bureaus why then can't you get a Fico score and report directly from them? If they send the report and the scoring has already been done there then they send them both along to MyFico what is the purpose behind that? Sorry if I'm missing something, but I am now really confused.

Re: Reporting a Bug or Problem with myFICO Products

Barry — Fri, 25 Jan 2008 19:12:49 GMT

kimmerzz wrote:
I'm confused... if the scoring takes place at the bureaus why then can't you get a Fico score and report directly from them? If they send the report and the scoring has already been done there then they send them both along to MyFico what is the purpose behind that? Sorry if I'm missing something, but I am now really confused.

These are marketing decisions, for the most part, kimmerzz. While you can, in fact, get a FICO score directly from Equifax and myFICO, the other two bureaus have chosen to market their own proprietary non-FICO scores directly to consumers rather than provide true FICOs. All three, however, have agreed to partner with myFICO to sell FICO scores through myFICO.

Hope that makes more sense.

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Thu, 28 Feb 2008 03:32:19 GMT

I am having a prolbem with myfico report vs. annualcreditrepot.com. Per equifax from annual it shows I have $590 in revolving credit which is 91%. Per myfico it showing 2600 revolving which is 153%. I got both reports today why such a big difference and is this effecting my score...I called customer service also about the accounts showing as not reported on myfico and all she could say was "oh well thats how they sent it over". This is my 1st experience with myfico and it is not a very good one so far. Please Help

No Change To Credit Score for 4 months, but Credit Score Dropped by 70 points!!

Anonymous — Thu, 28 Feb 2008 14:56:08 GMT

I have ScoreWatch, and for some reason I received "No Score Watch(TM) alerts this month" from September until February 18th (when I ran a credit report). Now, when I log into my account and look at my score and "score history" on my "Score Watch" there were no changes to my credit score from the month of September until February 18th (when I ran my report).

During that time period my credit score dropped by 70 points! - My score and score history were not updated until the day I ran a new credit report.

When I contacted customer service, they told me it was my fault because I didn't have my score watch alert settings correct (Even though I had checked the alert for "Whenever your FICO® score changes" ).

Regardless of what my alert settings were, I expect my score history should show a change in my credit score on a regular basis (without the need to run a new report).

Has anyone else experienced this?

Thanks,

Chris

Example of the email messages I received from myfico (while my credit score was dropping):

-------------------
For the past month, myFICO® Score Watch has been monitoring your FICO® score and credit report for important changes.

No important changes were found that caused an alert. Score Watch will continue monitoring and send an alert if an important change is detected.
-------------------

Message Edited by chris26 on 02-28-2008 06:56 AM

Re: No Change To Credit Score for 4 months, but Credit Score Dropped by 70 points!!

Anonymous — Wed, 05 Mar 2008 22:52:28 GMT

I too have had similar issues with SW reporting....I had an average jump of 25 pts sometime between 2/29 and 3/4....with NO Alert sent...the only reason I found out its that I was impatient to see if some of my big PIFS had hit yet....I used up my free second SW report the evening of 3/4....so now Ill have to pay for another one when I want to see if the rest have hit in the next 7-10 days. Wonder why they cant get it together on this...if my score jumped 25 pts, I had my settings to ANY fico change and had my score set at 1 point above my current score prior to the point increase for an update (according to all the info on the site for using SW) it should have triggered an alert....I was so upset that Im thinking of cancelling....or at least calling for an explaination and refund since the site did not perform as it was supposed to.

Message Edited by madameozzie on 03-05-2008 02:50 PM

Message Edited by madameozzie on 03-05-2008 02:52 PM

Re: No Change To Credit Score for 4 months, but Credit Score Dropped by 70 points!!

MsKmm00 — Thu, 06 Mar 2008 00:15:34 GMT

Glad to see I am not the only one. Been having the exact same issue with score watch. After several conversations with different representatives, one was willing to cancel and restart my subscription. Once that happened *POOF* alerts ... and a 20 point score increase (luckily). Have not received any alerts from SW since the reset on 2/25. I will also probably have to waste a score power alert in order to see any changes. Customer service advised best way to get score alerts is to set 5 up from current score. I still receive no alerts (changes or no changes), but hopefully that may work for someone else.

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Thu, 06 Mar 2008 17:23:45 GMT

UPDATE....called SW today...explained my frustrations and issue with SW reporting alerts....rep gave me back the 1 free sw pull I had used and it was credited back immediately! She was great, knowledgeable and helpful....reminding me to be patient as they only update SW pulls every 7-10 days....couldnt have been nicer...I think I'll stay a bit longer with cust. svc like this!

Re: No Change To Credit Score for 4 months, but Credit Score Dropped by 70 points!!

Anonymous — Wed, 26 Mar 2008 15:29:00 GMT

I have received the same problem. Not until I used one of my Score Power Reports, did the system note the change in my FICO score. I have written customer service about this and someone by the fake name of "Trenisha" writes back telling me my alerts were turned off and proceeded to tell me how to turn them on. That's a slap in the face! I have never changed them from when I was getting my alerts! I went in there and they were all on and set where I first set them up. My cell phone is still in there to be messaged, but hasn't been in some time. However, I get the email for the last 3 or 4 months saying: No important changeds have happened. I don't know what's going on down there at FICO, but would appreciate it if they would own up to the problem and fix it rather than treat us like idiots. Supposedly, we are getting a service to be notified whenever our score changes and it's not happening. I'm not a big FICO fan right now. That's for sure.. Let's hear from a moderator on this paticular subject. I'm not looking forward to hearing from "Trenisha" again.

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Thu, 27 Mar 2008 14:52:50 GMT

I bought the $42.84 product in Feb. 08. I went to check my scores today and it's all question marks where the scores should be???

Is the website having problems? Judy

Re: Reporting a Bug or Problem with myFICO Products

Anonymous — Thu, 27 Mar 2008 15:31:13 GMT

cookies wrote:
I bought the $42.84 product in Feb. 08. I went to check my scores today and it's all question marks where the scores should be???

Is the website having problems? Judy

Hi, Judy, and welcome to the FICO Forums!

Your scores are only viewable for a certain amount of time after you have purchased them. If you look at your purchases, you will see that each report has a "View Until" date. Once that date passes, you will no longer be able to view that report and score.

Since you have all question marks and say that you bought your scores in Feb, I would assume they have expired.