Consumer complaint received 2019-10-02
Company: Experian Information Solutions Inc.
State: CA
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:
In XX/XX/2019 my husband applied for an Alaska XXXX  XXXX XXXX credit card on-line ; he was denied. The letter stated he had " current or past delinquency on one or more accounts and one or more of the accounts were written off as uncollectible. '' We thought that was odd since he has an XXXX credit score and to the best of our knowledge was never late on payments. However, he was part of the XXXX breach so thought maybe that was the issue and his credit had been flagged. He had received approval for a XXXX car loan 4 months earlier though. While we investigated his issue with the credit bureaus I thought I'd apply since I know I have a stellar credit rating with a score in excess of 830. I applied online as well and was also denied, for the same reasons. Based on their suggestion in our letter of denial, we pulled our Experian credit report. Both reports showed no late payments and no negative issues at all ... on either his report nor mine. We contacted XXXX to ask why we'd been denied. They looked into it, and our credit reports and agreed we should not have been denied. They ended up approving both credit apps. The issue is we want to know why they initially denied us, what did they see or think they saw in our reports to come to the conclusion they did. We've called 3 times to their Card Services group, talked to reps and their managers only to be told : " you were eventually approved, so what's the problem. '' Today we went into a branch and met with XXXX XXXX in XXXX to inquire and see if he could get to the bottom of it. He was extremely understanding and tried his best to help us ; however, he ran into the same attitude and brick wall we had. Basically, the Card Services Group feels we have our card so there should be no issue. They claim they have no way of finding out why we were initially denied and what the rep used to decide our fate. But, they have all the names of the people we've spoken to with notes so why they can't tell us why we were denied is blatantly dishonest. As I told them today ; either the person who initially handled the app is in need of training OR you have a software issue that needs to be resolved. Because my husband 's app was denied, I applied. I didn't need to do that and have now taken a credit hit plus we have TWO cards when we only wanted one. 

On XX/XX/XXXX I received a voice mail from XXXX XXXX from XXXX Regulatory Claims Department telling me he'd completed his research and would be responding to me in writing ... he did not. He also left his phone number and extension to reach out to him if I had questions ; the problem is the extension he left doesn't exist. 
The original complaint has been closed by CFPB due to XXXX stating they needed authorization from to me go further. However, NO one contacted me about this requirement and Mr. XXXX stated he was finished investigating and would send me the results in writing. XXXX has not answered the initial inquiry nor responded WHY they made the determination they did and where did they see negative comments since it wasn't on a credit report as they initially stated. 

XXXX has not uncovered what went wrong in their denying credit initially, nor did they act in an honest manner as Mr. XXXX lied in his voice mail.

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