Consumer complaint received 2021-05-21
Company: Experian Information Solutions Inc.
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Experian Boost application is not functioning and providing the services that are being marketed. I downloaded the app, created an account and successfully linked my XXXX XXXX XXXX accounts. Afterwards, I initialized the boost feature. Experian went through my account and located qualifying payments that could be used on boosting my credit score. I received notification that qualifying routine payments for subscriptions and utility bills had been found ; and, that they were " ready to add '' to boost my score. I was directed to click on the " Manage My Boost '' button ( via the phone app ) or the " Verify my Accounts '' ( via the online app ). Each of those buttons appeared to be navigating to the " XXXX XXXX XXXX  '' page where I can manage which accounts get added onto my credit report. This would have served as the final step before immediately having my FICO score " boosted ''. Unfortunately, the page never loads. The Experian loading logo spins around and around UNTIL THE SESSION TIMES OUT ( both via phone or chrome web browser via PC ). I have attached a video. To be soo close to boosting my FICO score to a qualifying tier for loans and yet unable to proceed forward due to a technical problem on Experian 's end is beyond gut-wrenching and agitating. This was on the first day of signing up for the service. 

I called Consumer support and explained, but they could only submit a feedback form to Experian. There is no way to contact technical service or any real Experian employees. There is no way to check on the status of a technical support ticket. 
I emailed Experian Direct, Customer Care <membership@experiandirect.com> and sent screenshots and screencasts of my issue. The email was met with a generic reply. I have called every week, 2-3 times a week since XX/XX/XXXX to get updates on my " ticket ''. However, there is no such thing as a technical support case or ticket for Experian. 

I received an automated email that said the technical support team would resolve issues in the order that they are received and that there is no resolution time frame or response time frame. Customers can not even request a callback regarding technical issues. Unlike other financial institutions or telecommunications companies, access to assistance does not exists for Experian when their product fails to function. 

This is not a matter or a financial dispute on a credit report. My complaint is directly with Experian, because they are not providing a service that is advertised and they are inaccessible for reporting technical issues. Imagine if every time you logged on to do online banking the transfer button timed out on a screen. 

I have called the XXXX, 3 times a week since the week of XX/XX/XXXX. I have also called the XXXX number. Every time, I speak to a person in a call center and I must re-explain the issue. None of the CSRs can assist because they can't approve these counts over the phone for me or directly contact technical support teams. I have submitted several " tickets '' ( feedback forms ). I have sent emails : XX/XX/XXXX, XX/XX/XXXX XXXX, XXXX XXXX and XXXX.Each time, I submit screenshots and screencasts. The response I get is an automatic email reply that " acknowledges '' that my email was received. I have yet to hear back from a real person in the know. 

When requesting credit reports from the linked bureaus ( especially XXXX ), the application often fails and the information regarding debt-to-income ratio is woefully outdated. Furthermore, the app is set up in a way that implies that paying for upgraded services would offer more assistance. It does not and if you choose to cancel an upgraded membership for lack of customer service, the fees are non-refundable. 

This product is marketed as a way to improve credit scores that would empower lower middle-class Americans to reach goals that are slightly out of reach, and maybe for some accounts it works, but when the technical operations cease to function as intended, there is no help for those who need assistance. For me, my credit score was 4 points short of the next tier. The boost would have enabled me to get financing for a vehicle that I need to purchase because there are no public commuting options due to the pandemic restrictions. Now I spend my days checking, hoping that this might be the day that the technical team resolves my issue and I can reach my next step. Unfortunately, this waiting has no end in sight. 

If this product is reputable, why can't people leave reviews on it or contact actual staff? This is a well-marketed, but poorly executed product that is all too successful at preying upon middle-class Americans ' hopes while peddling upgrades for unnecessary services. Experian, you can and should do better.

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