Consumer complaint received 2020-10-18
Company: Experian Information Solutions Inc.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
According to the Complaint Data Survey on CFPB website, Experian has a large number of consumer complaints that have difficulty when attempting to file a Experian credit bureau dispute. Experian has several different issues with their credit report dispute process which makes it difficult for a consumer to file a full dispute online and initiate a fair and full investigation into the unverified information. The following statements below outline the what I have experienced as a consumer when utilizing Experians connected platforms, their website platform and tools : Experian advertises that a consumer may submit a credit report online. However, Experian does not advise the user that it limits your ability to submit a FULL dispute online despite the fact that the information they have on my credit report has not been verified. It only has a note about the dispute being limited when it comes to disputes related to fraud but it also has other limitations to dispute outside of fraud. 

Experian limits personal statements that can be made on the credit report. I want to add a specific dispute statement but the online system only gives preselected options. I submitted an investigation letter on XX/XX/XXXX along with an investigation form with each account being disputed at the following link. However, Experian has not placed on my account that a dispute has been submitted and also does not list the documents that were uploaded on their link : https : //www.experian.com/consumer/upload/. It should indicate that a dispute has been uploaded and is in progress. Presently, it does not show the status on my account. It should reflect on the users account so that it ( a consumer ) is verified with the consumer that a dispute has been uploaded. 


I submitted this written dispute based upon the credit report ( that Experian has associated with my alleged PII information ) I downloaded on XX/XX/XXXX. However, when I went to view the credit report ( that Experian has associated with my alleged PII information ) on XX/XX/XXXX, the names and addresses were different. I would have also disputed that information on my dispute letter and investigation report submitted onXXXX through the https : //www.experian.com/consumer/upload/ link if that same erroneous name and address information would have been listed on the credit report obtained form XX/XX/XXXX ( official site ) on XX/XX/XXXX. However, because it was not listed on the XX/XX/XXXX credit report I now have to submit a separate request to dispute that erroneous name and address information. 

I believe if you send any additional information during an ongoing dispute, it extends the process from 30 days to 45 days for the credit bureau to resolve and that too is an inconvenience for a timely resolution for the consumer. 









Experian Upload link option- https : //www.experian.com/consumer/uhpload/. This upload link has numerous error message options and is not user friendly. It has numerous error messages and times out without warning. Once documents are submitted, it does not reflect upon the consumers Experian account, only that the documents were submitted. It would not allow me to add supplementary supporting documents to my dispute information and dispute investigation report even though I followed the required formatting. 

Experian has no option under each account that is being disputed for me to put that the account is UNVERIFIED. Even though under the fair credit reporting act, any accounts with missing and inaccurate information are not verified. It does not allow the user to offer an personalized statement from the other option or any other selected disputed item. It only gives a limited selection of dispute reasons from a drop down list. 

Experian- Misrepresentation/Missing key information- XX/XX/XXXX information accessed/printed from https : //XX/XX/XXXX does not match the credit report information access/printed from the Experian website : https XXXX //usa.experian.com/member/print/experian/now The Experian Free Credit Report on XX/XX/XXXX ( from XX/XX/XXXX website contains the following : When I access the online Experian credit report it only has three addresses listed on my printed out credit report. 

It only has two names listed. 

The Experian Free Credit Report on XX/XX/XXXX ( directly from website ) contains the following : When I access the online Experian credit report it only has twenty one addresses listed on my printed out credit report. 

It only has seven names listed. 

The differences in reports does not allow the consumer a full picture of all the information has been reported. A consumer should get the same information on A fXX/XX/XXXX as the credit report that is provided directly from their website. 

Its a misrepresentation to me as a consumer when I am given partial information to a source I am directed to access in order to see my full credit report. A consumer would not be aware of all the information ( which a large portion of in my case is inaccurate or does not belong to me ) so that it can be disputed in a timely manner. This also did ( does and can ) affect my ability to get a better interest rate or affect my approval for an application due to not being given a full report so that I can dispute any inaccurate, missing or inapplicable information. There is no notification that there will be a difference in the credit report information when accessing it from the XX/XX/XXXXplatform ( which is supposed to access it directly from the credit bureau anyway ) vs. directly logging in on Experian and viewing it from the site that way. 

Experian makes it easy for companies to report unverified and incorrect information but makes consumers jump through hoops to dispute reported information. Consumers have to take several different routes to dispute 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 non-monetary relief