Consumer complaint received 2021-07-16
Company: Experian Information Solutions Inc.
State: CO
Product: Credit reporting, credit repair services, 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 have been trying to get Experian to add my credit card to my credit report on their side. I first got my credit card back in XX/XX/2021, and XXXX  and XXXX  both reported it on my credit report by mid XXXX. Experian still hasnt done this. The credit card is through my bank, and they informed me that they reported it to all 3 credit bureaus at the same time. Since then, I have been told a countless number of lies such as ; Your creditor is responsible for reporting it us before we can do anything. This was after my bank informed me that they reported it on the first of XXXX. 

You have to put in a written request with your creditor, they have to verify it, and then send it to us. We cant just add a card to your account. This was 2 days after they reported my XXXX Credit Card that they offered me as way to build credit history but still my credit card from my bank is not there after 2 months at this point. 

Oh we have to send a request form to your bank so that they can verify that it is in fact your card and not fraudulent. Ill send it to them right now as we speak. There ya go its been send to your bank. Just have them fill it out and send it back to us. I called my bank 30 minutes later and they informed me that they didnt receive anything from Experian and they have no idea what form they are talking about. I called Experian right back and asked them if they sent the form to my bank and to verify the information they had to make sure it was correct. Oh we dont request anything from your creditors sir. They are responsible for reporting it and there is nothing we can do if they dont want to do that. 

The very next day I found a document upload service on Experians website, and attempted to upload my credit card statements from XXXX to XXXX. I kept getting an error message saying it couldnt upload my files. I called customer service and asked for guidance on what I could be doing wrong. I made sure they were in PDF form and didnt exceed their size limit of 25GB of data. The agent suggested I speak to his supervisor and see if she can help get those documents to them. XXXX, Supervisor of the XXXX XXXX, asked me Do they had any color on the documents? I replied with yes the bank name at the top is in green, Oh sorry sir, our system wont accept them if there is color. It can only be in black and white. I asked her if there was an email I could send them to since I couldnt upload on the system. Oh, Im sorry sir, we here at Experian do not communicate through email. I have a communication chain in my email from one of the supervisors at Experian. 

Now yesterday, I sent those statements through that email chain that I just mentioned, and the response I got back was an automated message that stated So sorry sir, we unfortunately are not responsible for reporting a credit card. That falls on your creditor to do so.. and it continues on about regulations and procedures of the credit industry and where to get this information. Today I replied that I know the regulations and such but I just need them to make sure these emails get to the XXXX XXXX for verification of my credit card. I got a response that LITERALLY just repeated the previous response. 

Now, Ive reported them before to this site and your response was that they were looking into the matter and you were waiting for a response. That was more than a week ago from today and they still havent responded to your request and are now sending me junk mail responses. Something needs to be done about this since they are obviously just ignoring your request to fix this.

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