Consumer complaint received 2023-09-14
Company: Experian Information Solutions Inc.
State: AZ
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:
I reached out to Experian in late XX/XX/2023 to find out how I could order a credit report for an employee ( myself ). I needed a credit report dated within 90 days to submit with an application to US Customs and Border Protection for a US Customs Brokers license. 

I received a reply from XXXX XXXX XXXX XXXX stating that if I needed a single credit report that I should have the employee order it from experian connect program. It could then be shared with the company. 

I did that but the report was not dated which is a requirement for the application. I reached out again and she told me XX/XX/XXXX that when the report was shared with the company that it would be dated. It was shared and again the report was not dated. I reached out again and told her it was not both by email and leaving her voice messages. She advised me to contact XXXX on XX/XX/XXXX. 

I called that number several times and was only given the option to put a credit hold on my account or purchase a new report. It was entirely automated and did not give me the option to speak to a representative. I submitted another webform that day to complain to experian connect. I have gotten no response. I then reached out to Experian on XXXX. on XX/XX/XXXX. I was told that it was Experian.com and not XXXX and they could not see my order. I was given the email address for experian connect. I sent them an email that day. No response as of yet. I also emailed XXXX XXXX again. 

On XX/XX/XXXX she replied with the phone number of XXXX. After several unsuccessful calls ( the automated system kept dropping the call as did agents while transferring me ) I finally spoke to someone. Who, again, could not help me. He was in the disputes department. He told me he would send out a credit report by mail but did not know if the date would show on that report. He transferred me to the membership team whom he said would be able to help me. 

I spoke with XXXX ( she would not provide an employee number or last name ) but said she was a supervisor. She gave me a case number but stated that she could not see that I had requested an official credit report and was therefore not able to issue me a refund for the purchased credit report. She said the report the other agent was mailing would arrive in 7-10 business days. I told her it was fraudulent to charge me for a service and not provide it when I had been so clear from the beginning what I needed and that it was required for the US Government. She advised that I could complain here and dispute the charge with my credit card company, which I have. 

If XXXX XXXX XXXX has to reply quickly in cases of business credit where the federal government is concerned I suspect the same is true for personal credit. 

Please let me know if you need the case number, or emails.

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