Consumer complaint received 2020-08-24
Company: Experian Information Solutions Inc.
State: GA
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: Was not notified of investigation status or results

Complaint:
On XX/XX/XXXX, I requested my Credit Report from Experian via Certified Mail. I received my Credit Report from Experian dated XX/XX/XXXX. I noticed that there were inaccurate information listed. I sent another letter via Certified Mail to dispute the discrepancies. On XX/XX/XXXX, I received another letter from Experian removing the two ( 2 )  XXXX XXXX XXXX XXXX items listed on my report. I also noticed at that time that the XXXX XXXX XXXX XXXX was not removed. On XX/XX/XXXX, I sent another Certified Mail to Experian disputing the XXXX XXXX XXXX that was listed. On the back of the dispute report, Experian states that if their investigation does not resolve my dispute, I can submit a statement with up to 100 words. I submitted my statement along with the exact account number to verify that it was paid in XXXX. It was delivered to Experian by the USPS on XX/XX/XXXX at XXXX XXXX to XXXX XXXX XXXX XXXX, XXXX Tx. XXXX. After not receiving a response or any communication from Experian, I place a call to them on XX/XX/XXXX. The first person I spoke with told me that they received the letter on XX/XX/XXXX. The name she gave me was XXXX. She told me that I needed to contact XXXX XXXX XXXX directly. I told her the purpose for my call to Experian was because it had been almost three ( 3 ) months and I didn't get a response from them and I needed to speak with a supervisor. 'She refused to allow me to speak with a supervisor and proceeded to give me the phone number to the XXXX XXXX XXXX. I told her that I followed Experian 's policy to write the 100 word statement and I also sent in the account number that the account had been paid. I realized she was not assisting me. I hung up and called right back. I spoke with XXXX who then transferred to the dispute department. I did not get the name of the third young lady. She proceeded to tell me that I called in on XX/XX/XXXX, to put in a dispute. I told her that the last contact I made with them was on XX/XX/XXXX, via Certified Mail, and that I didn't call them on XX/XX/XXXX, because I had already sent my dispute via mail, and I was waiting for a response. She proceeded to tell me that I have two ( 2 ) choices. I can wait or start the investigation over as of XX/XX/XXXX. I told her again that I did not call in, because my dispute was already sent in. If I had called in on XX/XX/XXXX as she stated, I would have asked for a confirmation number for that call. I repeatedly asked for a supervisor. She refused to put a supervisor on the phone. I asked her was she denying me my right as a consumer to speak with a supervisor. She then placed me on hold for about five ( 5 ) minutes. She came back and said the supervisor is in a meeting. ( typical ) She said that she doesn't see my information from XX/XX/XXXX. I told her that XXXX the previous agent told me she saw it as of XX/XX/XXXX .I also told her that I also wanted to update my address as I did with XXXX and XXXX . I asked her what I needed to do. She told me I needed to contact a lender or creditor to update my address. I told her that I had neither. I told her that I am trying to remove inaccurate information from my report, and needed to update my address. I asked her can I send in a copy of a Utility Bill, my drivers license with my current address on it. She asked me had I been living at that address for more than two ( 2 ) years. I told her that I had been at this address for ten ( 10 ) years and I am currently at the same address. I told her that I am the sole lease holder on my apartment and that my current address is on my license. I told her that I previously had a mailing address that I no longer use. She refuse to tell me what I needed to do to update my address other than speak with a lender or a creditor. I also told her that Experian had thirty ( 30 ) days to respond to my request. She was being very difficult to work with, and I realized that she wasn't or didn't want to assist me, so I hung up. If the conversations are monitored, I recommend that Experian pull the conversation to hear how the first and last person handled my request. The confirmation number for the XX/XX/XXXX letter sent via Certified Mail is ( XXXX XXXX XXXX XXXX XXXX ) The dispute number for XX/XX/XXXX is ( XXXX ) The dispute number for XX/XX/XXXX is XXXX. The confirmation number for the XX/XX/XXXX call, is ( XXXX ) The last young lady that was being difficult gave me the confirmation number because I asked for it. The customer service for consumers with Experian was a horrible experience. As of XX/XX/XXXX, Experian has not communicated with me at all in reference to my dispute. Thank you kindly

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