Consumer complaint received 2018-05-31
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I was in the process of buying a house, everything was fine until we needed a credit report from Experian. We did not have any issues from XXXX or XXXX, only with Experian. I have an account at XXXX XXXX since XX/XX/XXXX. The people of Experian said that they have not received any report about me from XXXX XXXX in years, that the last one was with an address from Arizona where I lived from XX/XX/XXXX to XX/XX/XXXX.  So, I called XXXX XXXX bank about this issue and explained my problem to them telling that I was in a hurry, that I am in the middle of an escrow and that the only thing that we needed to move forward was to get that credit report from Experian, and that the guys from Experian needed the information about me from the XXXX XXXX. The person at XXXX XXXX checked and said that they have been always reporting to Experian. I called back Experian, and that was the main issue here, Experian and XXXX XXXX have been blaming each other and the problem is not yet solved. 
My realtor and the guy from the financial services have been helping me and my wife with this. I added my wife to my credit card months ago, she is the co-borrower for the credit that we need to buy this house. The guy from the financial services discovered that the XXXX XXXX had frozen my credit reporting, we were totally unaware of that fact. We called again XXXX XXXX now about this issue, XXXX XXXX ( the  guy from the financial services ) was on the line, he proposed the conference call. We called XXXX XXXX and he explained the situation, and we were put on hold, with the new person on the phone he had to explain everything again, I passed the phone to my wife and I told them that I authorized my wife to do on my behalf whatever that needs to be done. I had to leave because I have a job to attend. XXXX and my wife were about two hours on the conference call with XXXX XXXX, being jumped from one person to another, waiting in between and having to explain all over again every time. The last person to who they have to talk was the one from the dispute department, it happens that they put a dispute about my data regarding the Experian case, all my information was frozen and that has caused a even further delay because the administrative process to unfrozen it takes several weeks. 
Now we lost that house, the seller can not wait any longer and now they are selling it to another buyer. This has caused us too much stress and we have lost a lot of time and also money, the direct expenses in which we lost money were for the inspection of the house ( {$370.00} ) and for the rapid rescore agreement ( {$240.00} ) with the XXXX XXXX XXXX. Other expenses were the fees for the rescheduling of our summer trip and the extra cost of our current rented apartment because the contract is over and we are in a monthly base arrangement.

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