Consumer complaint received 2021-01-13
Company: Experian Information Solutions Inc.
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Didn't receive services that were advertised

Complaint:
Yesterday, XX/XX/XXXX, I was informed by Experian that they had negotiated to get my XX/XX/XXXX bill lower. They claimed they lowered it $ XXXX/year equaling $ XXXX/month. They did no such thing. I called XXXX  several times to discuss this with managers, supervisors, long term employees ( 1 man volunteered he had been w/XX/XX/XXXX for over 10 yrs. ) ALL said they dont/wont work with third parties, & even when I explained the full situation to them regarding Experian, ALL also said they had NEVER heard of such a thing - lowering customer bills - for a charge. Experian charged me 40 % or {$96.00} of this fraudulent savings they say they made for me through XXXX. XXXX showed NO savings on my account. Coincidentally enough, my son had dropped his name off my friends/family plan, which lowered it I was told to {$39.00} ( including taxes/fees too! ) The next time I called XXXX my bill had actually RISEN {$20.00} to $ XXXX./month or thereabouts the agent XX/XX/XXXX told me . These are Calls I MADE. Not through Experian. I want to make that perfectly clear. I calledXX/XX/XXXX back again bc I had seen a better plan for me on their website, lowering my GBs, for {$41.00} + taxes/fees, making it closer to $XX/XX/XXXX/mo. I DID THIS, through calling about my investigative concern about EXPERIAN, I lowered my own plan after my son had taken his name off my plan. Again, XXXX states that Experian nor any third party negotiates for their customers. Nothing showed on my account with them to show any $ XXXX/month savings had been made. I believe Experian has a department of negotiation that is a SCAM. I had to call several times to Get Transferred to that department, only to get disconnect/cut-off, etc. I spent hours on the phone bc they list no email on their website, btw. I finally did get transferred successfully to the Negotiations department & a very rude woman answered both times. She said all she could do was file a complaint from me regarding non-services to not send the charge/payment through of {$96.00}. It showed up on my bank account the next day. I called back a second time, again getting transferred to what sounded like a HANG-UP. Again, I finally got through to this rude woman in the Experian negotiation department, & she changed her story saying, Its an investigation, it could take 5-7 days ... yet took very little information from me. She never asked any questions of me. I told her the whole story but her response was to be DEFENSIVE, showing no customer service skills. I highly doubt Experians Negotiation Department will REFUND me the {$96.00} they say they received due to services of lowering myXX/XX/XXXX Bill like they should. Again, they did not ( lower my bill ), according to XX/XX/XXXX. Nothing showed. No communication w/Experian showed on my behalf. I had asked XXXX  to check my bill of ANY communication w/Experian. I heard from four ( 4 ) different supervisors, managers, & this man who has worked at XXXX for over ten years, that there is NO Sign of savings, nothing listed for negotiations, no mention of Experian anywhere. In fact at that point my bill went UP {$20.00}, from $ XXXX/mo to $ XXXX/month. Im thankful to XX/XX/XXXX for helping me with the plan I did finally find online for less GBs, lowering my bill. I made sure the man I talked to knew it was me ( all the IDs verification questions they ask in the beginning before giving out any info & sending me a verification code on my phone ), & NOT from a credit reporting company, Experian. He was shocked, verifying to me again that XXXX  does not discuss anyones bill through a third party. He said the worst case scenario might be when someone claims bankruptcy, & they are ordered to divulge an account for reasons of being overdue, cutoff, but even then, its the customers responsibility so was extremely RARE. Ive been a longtime customer of XXXX with a good record. And as told, I believe Experian negotiations did NOTHING for me account. I havent seen any credit of $ XXXX/month or the savings they say of $ XXXX/year. NOTHING.

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