Consumer complaint received 2021-12-17
Company: Experian Information Solutions Inc.
State: KS
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
XX/XX/XXXX XXXX XXXX  refuses to report revolving balances to XXXX despite repeated calls, emails, and complaints. 

On Thursday XX/XX/XXXX, I applied for a very competitive credit card called the XXXX XXXX. They rejected my application due to insufficient credit history. 

Having never been rejected for credit in my life, I pulled the same report. It was missing my relationship with XXXX by XXXX XXXX  ( XXXX XXXX XXXX ), where Ive charged thousands of dollars ( and paid each statement balance in full ). 

Thinking this was just an oversight, I went ahead and called in on XX/XX/XXXX to make XXXX aware of this issue. As you can see from the attached set of emails, I have made many attempts to rectify this, without effect. 

Beyond all my wasted time in attempting to ask a bank to comply with federal law in terms of their reporting requirement, there has been a pernicious, negative effect to my XXXX XXXX since XXXX made a hard pull without extending me credit. This is especially frustrating since I have a large purchase I need to make and was hoping to use XXXX card for warranty benefits. This negatively affects my life and my business. I am running out of time to apply for new credit for an upcoming purchase thanks to XXXX. 

XXXX has admitted they are not reporting to XXXX accurately, and has provided no timeframe in which this inaccuracy will be resolved. Upon calling XXXX, they informed me that they can not do anything when the lender refuses to report. The blame lies solely with XXXX XXXX, who has proven time and time again to be incompetent, and does not care about its customers. 

While youll see the attached set of emails to show my attempts to contact and follow-up on this issue ( including the hilarious claim that they do not report to XXXX, even though their own website states that they do : https : XXXX ), you will not see the hours of time spent on hold, the waiting for supervisors, the explaining the simple issue over and over again, time and energy I would have rather spent elsewhere. 

They apparently have a back office team that the customer can never reach, and must instead interface with customer service agents who are polite, but unable to make the needed changes. In addition, they have promised call backs and follow-ups that they have not delivered upon. 

If this werent enough, their reporting to the other two agencies is also at issue. With Experian, they have my payment history only thru XX/XX/XXXX, even though they are missing two billing cycles ( of completely paid balances ). With XXXX, the situation is similar. 

This is simply disgusting behavior, and it should not be tolerated. 

I, and all XXXX  customers simply deserve better. One can be sure that if I failed to pay them on time, they would have reported this immediately to the credit agency. While they would appear to be a very forward thinking bank with XXXX XXXX roots, if they do not serve their customers needs, they will not have customers for much longer. I recommend that others DO NOT apply for their cards as their customer service is incredibly lacking, and is the absolute worst Ive encountered in my 15 years of owning credit cards. 

Best, XXXX XXXX

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