Consumer complaint received 2020-05-28
Company: Experian Information Solutions Inc.
State: VA
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: Investigation took more than 30 days

Complaint:
CFPB needs to hold credit bureaus responsible for unfair business practices. 

All three major credit bureaus engage in the same inefficient unfair business practices antiquated business practices. The government permits each of these companies to offer a myriad of complicated sophisticated unclear service is selling customer information to them while at the same time does not hold that the company is responsible for engaging in XXXX, XXXX  and Experian all engage in the same deceitful and unfair business practices and CFPB refuses to enforce. I have recordings with the organizations, but nowhere to send them. 

XXXX  has an hour long process for authenticating a person, and then they ask the same questions once they finally get in the phone. If there is an issue authenticating a person, they refuse to help, and have no backup procedures for authenticating someone. Even though I enter the correct Social Security number in their telephone system, I was asked questions about accounts which were not even mine. 

XXXX had a web page where one can log into 4 different sites. How is a customer supposed to know which one is best? Why does the company offer multiple avenues for submitting disputes each of which have different constraints. Its just confusing. I open disputes and I am constrained through their web application in major ways. For example it only looks the customer to provide details up to a certain number of characters, some arbitrarily low number of characters like 123 characters? Its ridiculous. I called and spent hours on the phone with them. They indicated I could update information about ongoing investigation by providing them documentation, but that was a lie ; they refused to provide a fax number. They refused to provide an email address. They indicate I could login and upload documents, but thats a lie too. The web application that they provide for disputing credit information forces the users into categories which do not address all Reasons for investigations. There are circumstances when companies There are circumstances when companies Our erroneously Reporting Information, and I have explicitly requested details about why or how the company holds its reported information to be valid. The company refuses to provide that information, and the credit bureaus refuse to require them to provide information. All they simply do is say the information is been validated. They dont send copies of the information that they sent to the company they dont provide copies of the information and the company sent back to them they simply hold that the information is been validated. They make a mess statements of fact in the phone calls such as were not required to investigate. 

You all need to hold these companies accountable.

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