Consumer complaint received 2023-12-11
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
On XX/XX/2023 XXXX ACCEPTED MY APLICATION FOR A CAR PURCHASE THROUGH XXXX XXXXXXXX XXXX. ON THE SAME DAY ATTACHED TO THE APROVAL NOTICE IT SAID THAT XXXX WILL BE CONTACTING ME WITHIN FORTY EIGHT HOURS. THEY DID AND THEY TOLD ME TO GO ONLINE PICK OUT THE VEHICHLE THAT I WANT AND JUST FOLLOW THROUGH WITH THE PURCHASE ONLINE. THE PERSON I SPOKE WITH ALSO SAID THAT IT IS A SIMPLE PROCESS THAT WILL ONLY TAKE ABOUT TWENTY MINUTES. OK, SO THAT'S WHAT I DID. BUT WHEN I WAS ABOUT FINISHED WITH THE APLICATION I WAS AT THE PART WHERE IT ASKED IF I WOULD LIKE TO ADD A COSIGNER I ENTERED NO THEN TAPPED ENTER AND THE APLICATION PROCESS WAS PAUSED WITH A MESSAGE SAYING THAT THERE WAS AN ISSUE WITH GETTING MY TERMS. SO NOW I AM CALLING AND CHATTING ONLINE WITH XXXX AND THEY TELL ME THAT I NEED TO CALL EXPERIAN BECAUSE EXPERIAN WOULD NOT ALLOW XXXX TO DO A SOFT PULL ON MY CREDIT. IT WAS SATURDAY AND EVEN THOUGH I TRIED TO CALL THERE WASN'T A HUMAN AVAILABLE TO TALK WITH SO I WAITED UNTIL MONDAY AND CALLED A FEW TIMES AND TALKED WITH XXXX PEOPLE ON THAT MONDAY AT DIFERENT TIMES BOTH OF THE REPRESENTATIVES ASSURED ME THAT MY CREDIT REPORT WAS NOT LOCKED OR FROZEN AND THAT THERE WAS NOTHING ON EXPERIANS END STOPPING XXXX FROM OBTAINING A SOFT PULL OF MY CREDIT. THE REQUIREMENTS FOR AN APROVAL ON A CAR LOAN WITH XXXX  ARE XXXX, YOU MUST BE XXXX OR OLDER. XXXX, YOU MUST HAVE AT LEAST XXXX MONTHS OF CREDIT HISTORY. XXXX, YOU MUST HAVE AN INCOME EVERY MONTH. I MEET ALL OF THESE REQUIREMENTS. AND WHEN I CALLED AND TOLD THEM THAT I SPOKE WITH EXPERIAN THAT THEY ASSURED ME THAT NOTHING WAS BLOCKING XXXX FROM GETTING A SOFT PULL XXXX SAID I NEEDED TO WAIT FORTY EIGHT HOURS AFTER SPEAKING WITH XXXX. AT THIS POINT I COULD ONLY THINK ABOUT HOW THE PERSON ON THE PHONE IN THE BEGINNING OF ALL OF THIS SAID THAT IT WOULD ONLY TAKE TWENTY MINUTES. SO I WAIT FORTY EIGHT HOURS AND TRY AGAIN BUT THIS TIME WHEN I GET TO THE PART WHERE IT SAID THAT THERE WAS A ISSUE WITH GETTING MY TERMS IT SAID NOW THAT THERE WAS A PROBLEM VERIFYING MY IDENTITY AND IT PRODUCED A BLANK BOX AND PROMPTED THAT I ENTERED MY SOCIAL SECURITY NUMBER SO I DID THEN I TAPPED ENTER AND IT PRODUCED ANOTHER EMPTY BOX THAEN PROMPTED ME TO ENTER MY SOCIAL SECURITY NUMBER SO AGAIN I ENTERED MY SOCIAL SECURITY NUMBER AND AGAIN A EMPTY BOX WAS PRESENTED ASKING FOR MY SOCIAL SECURITY NUMBER AND SO I CALL AND CHAT ONLINE AS WELL AND AGAIN XXXX SAYS THAT IT IS EXPERIAN THAT I NEEDED TO CALL EXPERIAN AND HAVE THEM FIX WHATEVER IT IS THAT'S CAUSING THE ISSUE SO I CALL AND SPEAK WITH EXPERIAN THIS TIME THEY CONNECTED ME WITH SOMEONE WHO WORKS ON THE EXPERIAN SYSTEM AND THE MAN SAID THAT THERE WAS NO ISSUES ON EXPERIANS END THAT WOULD STOP XXXX FROM GETTING THE INFORMATION XXXX NEEDED TO COMPLETE THEIR APLICATION PROCESS THE MAN ALSO WENT ON TO SAY THAT XXXX IS LYING TO ME THAT THEY DO NOT WANT TO SELL ME A VEHICHLE. I DID SAY TO THE MAN THAT IF XXXX DID NOT WANT TO SELL ME A CAR WOULD IT NOT BE A LOT EASIER JUST TO TELL ME THAT THEY WOULD NOT BE ABLE TO SELL ME A CAR BUT THAT MAN JUST BECAME IRRITATED BY MY QUESTION AND AGAIN SAID THAT XXXX IS LYING TO ME! SO I GET OFF OF THE PHONE WITH EXPERIAN AND I MAKE ANOTHER CALL TO XXXX WHO NOW TELL ME THAT I NEED TO WAIT ANOTHER FORTY EIGHT HOURS AFTER TALKING TO EXPERIAN.

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