Consumer complaint received 2022-11-11
Company: Experian Information Solutions Inc.
State: IA
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: Their investigation did not fix an error on your report

Complaint:
I am making a complaint about the following : 1. Unfair credit reporting by XXXX XXXXXXXX XXXX XXXX and the credit bureaus handling of information reported. In XXXX of XXXX, payments to my XXXX XXXX Account to which a credit card was linked was disrupted, as a result automated payments to the XXXX XXXX credit card linked to that account were returned. The source of the problem was not clear at first, and I was asked to go into a XXXX XXXX XXXX branch to address the issue with a banker. However, due to the pandemic, XXXX XXXX bankers were not available on a walk in basis in XXXX XXXX, due to work modifications to address the Covid19 pandemic. An appointment had to be booked with a banker based on available slots online or by phone. Due to this ongoing situation, I was not able to rectify the issue of returned credit card payments until XXXXXXXX XXXX  Meanwhile, XXXX XXXX XXXX closed the credit card account and continued to falsely report to the credit bureaus that the credit card payments were missed, until XX/XX/2022 when I got an appointment in a XXXX XXXX branch and paid all outstanding balances and payment fees accrued. All attempts to work with XXXX XXXX, after that, to correct the negative credit reporting has proved futile, therefore this complaint. 2. During the review of my credit score from situation 1. above, I discovered that a credit card account with XXXXXXXX XXXX  was being used and reported to my credit account with the 3 credit bureaus for up to a year. I was able to work with XXXXXXXX XXXX  to identify that account as fraud. XXXXXXXX XXXX took action and asked all three credit bureaus to remove that account and history from my credit report. Due to these two situations, my credit score was reported as XXXX XXXX. I was able to work with XXXXXXXX XXXX to remove the fraudulent credit card account from my account, including at least one year of missed payment history on that card. Despite these improvements my credit score declined to XXXX. I made further effort to work with Experian. On XX/XX/XXXX, Experian published that my score improved by XXXX points, but the score only went up to XXXX. Therefore I am complaining about the following : A. You can use my case to prove that the credit score system used by Experian, XXXX, and XXXX is either arbitrary or unfair computed/applied. My score which was in the XXXX, before XXXX XXXX and the XXXXXXXX XXXX  started unfairly reporting to it, did not recover to that level even when all fraudulent account and up to a year history from XXXXXXXX XXXX was removed. B. I am making a complaint about XXXX XXXX for unfair credit reporting. Moreover, these are the only ( 2 ) two negative items that were on my credit report, if the credit scoring system was a logical measurement system, removing any one of these items should lead to a proportionate increase in my credit score. Therefore, I am applying to the CFPB to investigate and remedy this situation for all consumers.

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