Consumer complaint received 2022-04-14
Company: Experian Information Solutions Inc.
State: IL
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:
On XX/XX/XXXX I was initially approved for a debt consolodation loan I very much needed, but then it was renied because Experian told them XXXX different people had the same social security number. After contacting Experian about this I learned that my credit report was splintered between an old an new name which was preventing credit approval. I submitted name change documents, and supposedly it was fixed, but then I could no longer access my credit report or dispute information online and when calling them on the phone each department could only see one of the two reports and there was no consistancy there. 

Now, the history of my account shows that on XX/XX/XXXX my credit report was blank - no debts, no history, and a credit score of XXXX - but then on XX/XX/XXXX everything showed up correctly. Then on XX/XX/XXXX it was blank again. This see saw is preventing me from keeping an eye on my credit activity and it means that I can only see information around a week out of any given month. That in term has kept me from having the correct timing to be approved again for the loan I was trying to get to begin with. 

This situation has already caused my substantial financial harm since I am paying more than I otherwise would on accounts- more than twice as much, in fact- if this issue wasn't happening at all. 

Worse though is that I get no information from them. I'll spend upwards of XXXX hours talking to several people, then finally get a case number, but all they will say is that the issue will be escalated without a time frame on when it would be fixed. When I give them the previous case number and say that the last time they said the same thing and ask what happened with that they never have any information. They always say they will contact me, but never do, and are fully dismissive of the severity of this situation. When I tell them how upsetting this is they have actually told me, " You are upsetting yourself '' As you can see from the screenshot attached it says I currently have 0 debt and zero credit usage, even though I have a mortgage and over a decade of good history. You can see that on XX/XX/XXXX " You no longer have a XXXX Score '' then on XX/XX/XXXX " You now have a XXXX Score '' then on XX/XX/XXXX " You no longer have a XXXX Score ''. This shouldn't happen! 

I have a legal right to accurate information on my credit report with my current and correct legal name. I also have a right to access the correct credit report, but while this is happening I can only access this blank report so I am denied my right to file disputes. If they can't fix this I would like their legal contact information so I can sue them for damages related to this issue going on for multiple months.

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