Consumer complaint received 2019-08-08
Company: Experian Information Solutions Inc.
State: DC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I ordered my credit report from Experian at the beginning of XXXX. There were several mistakes in my report -- an incorrect address, an incorrect employer, and a closed, resolved credit card account that was shown as in dispute and " NO STATUS. '' I tried to go online to correct these mistakes after I got my report, but Experian 's system was not working. I tried for several days to correct the mistakes online, but some of the times I tried to login there was a problem with the system loading, and at other times it asked me to verify information which it had wrong and then booted me off. 

Finally today I was able to make time to call Experian, and after going through the phone menu to speak to someone in disputes, he told me he couldn't help me because the system was down. When I asked if there was someone I could speak to about the fact that I tried to initiate a dispute online several weeks ago and couldn't because the system wasn't working and now couldn't because the system was down again, he said he would transfer me to someone who could address that, but he transferred me laterally to another disputes operator who told me he couldn't help me because the system was down. When I asked the second operator if there was someone I could talk to about the fact the system had been down multiple times when I tried to initiate a dispute, he told me there wasn't. When I asked to talk to someone about the fact that the first operator told me he would transfer me to someone who could help but pawned me off on another disputes operator, the second operator said he would take down my information and pass it along. When I asked the second operator what would happen next with the information, he basically said again, vaguely, that he would pass it along. Because there was not a specific next step, I think it's likely that he was just giving me a line and wouldn't pass anything along to anyone. Further, the second operator defensively told me that the system had been up last week, as if I was wrong when I said it hadn't been working when I tried to initiate a dispute online. I reminded him that I hadn't said anything about last week but had told him more than once that I had tried to initiate a dispute online several weeks ago. 

Not only are Experian 's customer service reps inattentive, dismissive, and dishonest and its equipment unreliable, but the mistake XXXX made about the credit card entry I'm trying to dispute is sloppy. Experian lists a credit card as " NO STATUS '' and says it's in dispute with the XXXX, and it says that the status was last updated on XX/XX/XXXX. But that account is no longer in dispute and a TransUnion report issued on XX/XX/XXXX showed that the account was closed XX/XX/XXXX. If XXXX was able to figure this out, Experian should have been able to list it correctly too. 

My experience with Experian was poor, and if this were a system in which I had any choice as a consumer, I would choose not to work with the company. Unfortunately, since I must work with them to engage in economic life in this country, I am prevented from supporting and encouraging good business practices by exercising consumer choice. I am frustrated that I have to keep calling and checking the website to get lucky enough to find a day during which Experian is functional so that I can try to fix the mistakes it has made. I am frustrated that I am forced to continue to work with a company whose customer service reps lie and treat me with disrespect.

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 non-monetary relief