Consumer complaint received 2018-03-21
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
This is not a duplicate.

Experian has the worst customer service. I uploaded a document to thier Web site 4 days ago. I have called back each day to confirm if they have recieved it yet. Each time I call it takes 30 minutes of being on hold before I can speak with someone. While I'm on hold they try to sell me services that they aught to provide for free. After all, if they did a better job of protecting information I wouldn't need to pay them to protect my information in the first place. Every time I check to see if they have recieved what I uploaded 4 days ago I'm told they haven't recieved it yet. Data is instantaneous, it shouldn't take three days to recieve it.

Today XX/XX/XXXXI called to see if they recieved it, but before I did I checked my most current credit report with them on thier website, I noticed that an account with a XXXX  balance, that was charged off in XX/XX/XXXXwas showing failure to pay until current. I waited 40 minutes to talk to someone about it, when I spoke with them they first had me confirm that it showed that it was sowing failure to pay up until XX/XX/XXXX. I looked and sure enough it showed failure till pay up until XX/XX/XXXX. I was mistaken. I asked what was the reason for it showing failure to pay up until XX/XX/XXXX, as it has a XXXX  balance. How can a pay a zero balance. The rep told me that it showed failure to pay up untilXX/XX/XXXX because they sold it to a third party then. I told her that was not correct as I had the third party disputed back in XX/XX/XXXX, I asked her to confirm when I first disputed the third party, she said in XX/XX/XXXX. I said based off what you have told me, ( the reason it is reported up until XX/XX/XXXX is because that's when they sold it to a third party, and that it no longer shows failure to pay forward because they sold it then ) the information is incorrect and needs to be removed because it is not accurate. She then says that it is correct, i questioned her and repeated our conversation to her, since clearly she was making stuff up as she went along. She then says because it is a car loan both companies can report the information. So I lead back to my original question which was how can it show failure to pay, when it has a XXXX balance, to which she says it doesn't show failure to pay, but it says charge off. And I informed her that earlier she had me confirm that it said failure to pay up until XX/XX/XXXX and not to the current month. She gives no response, but instead reminds me that I currently have a dispute with the company in question, and that it would be resolved onXX/XX/XXXX if not sooner. I reminded her that is not what we were discussing, and I asked her why is it you can't see the information that your website is showing me? She says that I would have to upload the information to the website in order for them to see it. I asked her if there was a faster way, cause three- five days to resolve the issue was silly as both of are on the phone now, it is experians website that I am getting this information from. She then says is there anything else I can help you with. I said no as we haven't resolved the first issue. To which she again tries to get me off the phone, but I kept pressing, she then tells me that if I don't like it, she can transfer me to a supervisors voice mail and they can call me back. This didn't make me happy, but I said ok, and she said one second. I was on hold for 45 minutes waiting to be transfered to a suprivisors voice mail. I eventually hung up and called back. I asked the new rep, after being on hold for an additional 30 minutes, what could be done about a person who puts me on hold indefinitely, he says he would log it in the system. But he wanted to know more about my original problem. I explained my problem again, explained what transpired with the first agent, he said the what member services shows online is different than what shows on the credit report. I asked him why does it show something different, when member services claims it's my credit report, he says he does not know, but he says he can transfer me to member services if I'd like more information. I said ok, he puts me on hold and transfers me. I was in hold for an hour before member services picks up. We review my quedtion, to which she says it shows charged off and not failure to pay. I informed her that it is member services website that shows me failure to pay. And I asked if she could see what they are showing me. She says that she can not. I asked her why it shows failure to pay, it says it's my credit file, but it's not the same as what is actually in my credit file. She says that she can not speak to it because she can't see it, and I would have to upload a screen shot of it to the website, to which I say isn't it ridiculous that member services can't see what they are showing consumers, when it comes from members services website, and does it take 3-5 days to get an upload, and is there a faster way like direct email. She provides me with no solution. We end the phone call. I call back to find out what can be done to get my time back, as I have waisted 4 hours trying to get a solution, what is an acceptable time for a customer to be put on hold. When I call back it takes an additional 30 minutes to get threw, I asked the rep all the questions, to which they provid no answers or relieve, so I asked the questions again. She says she will end the call if I continue to be rude, I said I haven't cursed at her, I've been asking simple questions and she hasn't been able to answer even one of them. She says is there anything else I can help you with, I said no we haven't resolved even one of my questions. And I start to ask the questions again, and she puts me in hold mid sentence, for 10 minutes, before coming back on and asking if there was anything else she can help me with. I ask her how do you think it makes me feel, when ther very thing I called in about was being on hold too long, and you put me on hold. She responds think about how your making me feel. I said last I checked I'm the one that had 5 hours of my time wasted today. She said she was going to end the call, to which I said, why, do you feel like I'm wasting your time? She hung up on me.

I was on the phone with experian from XXXX until XXXX. With a very long portion of that being on hold. I recieved no resolution to any of my problems and when I dared to complain about it they hung up on me. This is not how you do customer service.

The account in question is XXXX XXXX XXXX.

Experian shows that there are no late payments from XX/XX/XXXX until XX/XX/XXXX. I attached a document which was provided to me by XXXX  that shows a late payment on XX/XX/XXXX, another on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX thru XX/XX/XXXX The information is not correct and has to be removed.

Also the account was opened in XX/XX/XXXX there is currently no payment history showing from XX/XX/XXXX-XX/XX/XXXX. The information is not accurate and must be removed. They have the payment information. I included a copy of the payment history starting in XX/XX/XXXX that they provided me.

I also included the screen shots of experians website showing me failure to pay instead of charge off up until XX/XX/XXXX. The information is not correct and must be removed.

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