Consumer complaint received 2023-08-02
Company: Experian Information Solutions Inc.
State: TX
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/2023 I sent a signed original certified letter containing a list of disputes along with a color copy of my XXXX drivers license and a color copy of my bank statement for identity verification purposes. On XX/XX/XXXX, I received an email from Experian stating they received the letter but would not process it because they did not think it was sent by me. ( I sent everything certified with my signature and the two items for verification ). I guess they needed a blood sample for proof of identity??? I called the number listed in the email to confirm that the letter was sent by me. They could not locate the letter for an hour and then once they found it, I was told it would be processed. 30+ days has gone by and none of my disputes from the letter had been processed. ( But the online disputes were handledbut the letter WAS NOT processed as I was told it would be ) w. 
On XX/XX/XXXX, I sent a revised dispute letter with added requests for validation, again certified with my signature, a color copy of my XXXXXXXX drivers license and a color copy of my bank statement. I again, received a letter from experience, today, XX/XX/XXXX, stating that they received my letter but would not be processing my disputes because they again did not think it was sent by me. 
I again called the number provided in the email and was on the phone for an hour and a half as the agent was not able to find either dispute letter. He did a great job trying his best. He did finally find one of them, BUT it was not the originals I had sent. He informed me that he had a faxed COPY of my letter and accompanied license/bank statement and said these copies were blurry and that was the reason my letter was rejected! THAT IS A LIE!!! I personally sent the certified letter and signed it myself in BLUE INK with crisp color copies of both my license and bank statement. I did NOT fax These documents, they were originals sent certified mail! I requested a reason behind the rejection as his reason was not going to fly because thats not what was sent. He informed me that there was no way to find out the reason because the dept that handles the letters sent does not have phone support. He then wanted to go over the disputes from my letter one by one on the phone. I sent these certified letters to be processed not so I could do it on the phone. They have dropped the ball not once but now TWICE. They have no reason to reject my letters for identity verification. I sent proof of my identity, signed the letter myself and sent them certified. Its not ok for my disputes not to be processed! If they cant do what is legally required they should remove it all from my report! They informed me last month the letter would be processed when I called, yet it wasnt. Maybe the letter overwhelmed them, but Im sure its not the first multiple page dispute letter! These laws are in place to hold them accountable and I want them held accountable!

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