Consumer complaint received 2023-10-26
Company: Experian Information Solutions Inc.
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I am working on getting a job with a health insurance company and they require me to go to a website to verify my identity. It is all done by the federal government. I put my information in. It said it did not match because of whatever experian had on my credit report. I called them on XX/XX/2023. I was told that because I set-up the account I had not informed them of the changes. Ugh, I did not set-up an account with them. This is something the government does, not me. Experian has outsourced the customer service to another country and those people do not understand the way the system works here. Due to them not having accurate information on me. I was unable to verify my identity and unable to get the job. This effects people 's lives. I was told on this day to send a copy of my divorce decree. It took me several tries to finally be able to upload it to their system. On XX/XX/2023 I get an e-mail stating they are unable to honor my request or a portion of it based on the limited amount of information regarding the dispute. I called them back on XX/XX/2023 and I was told that I needed to send a copy of the divorce decree, social security card and my drivers license all at the same time. How come this was not something that I was informed of back on XX/XX/XXXX during the first phone call? How come since they have all my information ( and I verified it with them ) do I have to provide to them information they have in the system already? They know what my maiden name is considering it is already in the system. I verified myself verbally over the phone so why was I told I needed to give them more information. Their way of doing things are very redundant. I was told that it will take another XXXX business days to have them " verify '' my information. In the mean time I unable to get a job because of their inept handling of my information. There has to be a better way for them to be able to help people who are in my similar situation. As you know it can't take weeks for something so simple to be changed. Job opportunities do not stay open indefinitely. It is taking over XXXX weeks for something that should have been a XXXX phone call situation to fix. Instead it is going to take however long it takes for them to get their ducks in a row. That is not right to mess with people 's lives in this way. This is not something we have control over and we are being penalized for it. Due to this information we are unable to get a clean slate and start are lives over. Everybody has had some rough times and I do not feel that we should be judged by our worst days. I do not understand why every phone number, address, or job needs to be put on your credit report considering that is not relevant information.

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