"My family and I thought we were in a good credit position to seek a home. A single family home, but you can't get that with your credit report being knocked back like that," Michelle Penn said.
She said the cable company never credited her for paying off a bill that was six years old. Penn gets her cable from Comcast, and back in November 2009 had an outstanding balance due for just over $400 dollars -- which she paid last year.
"In order for me to have services restored at my address I had to have those accounts paid in full, which I thought I did," says Penn.
Penn kept records of her payments and subscribes to a credit alert company which showed a balance still owed to Comcast.
For weeks she tried to get the issue resolved said she couldn’t get anywhere.
"You're calling a number that you’re given to call for help, but they’re transferring you to someone who cannot help you and doesn't even have anything to do with that department," Penn said.
So Penn contacted the CBS 6 Problems Solvers. After we spoke with a representative of Comcast, they promised to review her case.
Later that night Penn got a response; Comcast admitted their mistake.
They also emailed her and said they were notifying collection agencies, who will then notify the credit bureaus to update her credit report.
"It has been a weight off my shoulders,” Penn said. “I worked hard to get my credit up where it is. I had some things that were on my credit in the past and I worked very hard to get those things paid off.”
“Now I'm good! My family is good! It's not just about me it's about my family!”
Penn said her credit score dropped 215 points because of the issue.
It should take about two weeks to have the negative remark removed from her credit report by Equifax, TransUnion, and Experian.