Consumer complaint received 2015-11-21
Company: Experian Information Solutions Inc.
State: MA
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: No notice of investigation status/result

Complaint:
Since XXXX 2015, I have been trying to request information from Experian on how they are calculating/ reporting my credit report and score, and I have been trying to fix some errors that they have made on my report. In addition, I have been asking them to provide information to me on how they are calculating my credit score, as it seems very low in general, when compared with the other credit bureaus, and with only XXXX negative item appearing on my report with them which is currently in dispute anyway. 

I have purchased several reports, scores, and monthly updates from them to get more information. At this time, Experian is reporting only XXXX negative item on my report, a XXXX account which I have disputed several times because the status being reported is incorrect, but my score is extremely low. It is ruining my credit through Experian and it is not being reported by the other credit bureaus at all ( does not show up on XXXX nor XXXX whatsoever ). Unfortunately, most companies use Experian to review credit, and it is not fair for Experian to not have to disclose how they calculate my score. My husband and I are trying to refinance our mortgage next year and we want to get the best rate possible, however if our mortgage company uses information from Experian this will hurt our chances and again, it is unfair and arbitrary. My score at Experian is much lower than my credit scores reported through XXXX/ XXXX , the other XXXX major credit reporting bureaus. In fact, there is as much as a XXXX-point difference between Experian which is reporting my credit score at XXXX and XXXX which is reporting my credit score at XXXX ( both as of XX/XX/XXXX ). This puts me in the " fair '' credit range with Experian and the " good '' credit range with XXXX. 

It is completely unacceptable to me that there can exist this wide of a gap in agency reporting, as it will have a profound impact upon my ability to obtain credit and for lenders to get an accurate picture of my credit. I have repeatedly written to Experian both via mail and electronically via email using their inquiry system to ask for a detailed break-down and more information on how they are calculating this score, but I have received no responses. I would like the CFPB to please investigate this disparity and Experian 's calculation procedures. Experian will not respond to my requests for information or assistance into reviewing their reporting of my credit score which I believe is incorrectly low. I understand that the credit bureaus will have some variation between what they are reporting because they are separate entities, but when the disparity is this large and it is causing measurable harm like in my case, these agencies should not be beyond reproach and should have to be accountable and provide information on their business practices just like any other company. I have paid hundreds of dollars just over the past few months for Experian 's services, and yet I have received no explanation or information that I requested. They just keep sending me copies of my incorrect credit report whenever I write to them, and I already know what my credit report says, I am trying to address the problems I have outlined above and yet another copy and not even a vague response from Experian does not help me to do that. I feel like they hide behind the assumption that most consumers will just go away, and when you call them they have you wait ridiculously long times only to finally be connected with someone in XXXX who only has a script with limited answers in front of them and can not help. These are the people who are supposed to safeguard private financial information and these are the people who we have entrusted to report it accurately? I have attached an example of one of the letters I sent to Experian within the past few months. Please investigate this matter and thank you.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief