Consumer complaint received 2021-03-09
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I had an old account with XXXX XXXX XXXX Account # XXXX for a balance of {$130.00}. This account was PAID IN FULL to XXXX back in XXXX of 2018. In talking with XXXX on the phone TODAY, they confirmed that the account is XXXX, closed, in good standing. Regardless, EXPERIAN has this account down on my credit report as being late, poor status, etc. It should never ever have been on my report. It has never been on XXXX  or XXXX, who are very helpful every time I call them. Experian, however, is beyond rude, condescending and told me today when I asked them how exactly they verified this debt - that's not our job. We don't have to verify anything. I asked where they were sending their inquiries as when I asked about it previously during a dispute, they send the " creditor verified the debt. '' But they won't tell me WHO they are even speaking with. I was also told that this 'debt ' would stay on my record for the next 7 years. I asked for a Supervisor named XXXX who was even WORSE. 

I asked how they verified this debt - he told me it wasn't their job to verify debt. I told him if the debt doesn't exist - who are you verifying with that says it DOES. He was unable to tell me anything. Simply told me that i had already disputed it before, they were not going to investigate it again - and expect it to stay on my report for 7 years. 

This is like dealing with INSANITY. I asked him what I was supposed to do and he said there was nothing I could do. I was in shock. A debt that was paid in full - never ever should have even BEEN on my credit report, and I'm being told by Experian that they have verified the debt ( although they wouldn't tell me how, where, when and with who ) equally it is not their job to 'verify ' the debt, so I am beyond confused. I explained that he was being totally illogical including being rude and patronizing. He told me I wasn't listening to him and needed to 'hear better ' that I had no options other than wait the 7 years for the debt ( which was NEVER A DEBT ) to be removed from my credit report. 

Additionally, I asked him about the existing 23 HARD INQUIRIES on my credit report which is 12 more than on either XXXX  and Transunion. I asked that he please remove duplicates, like 3 in a row within 3 days from XXXX XXXX, he told me he wouldn't do that. I explained that they did it a year ago when I called in and disputed certain items. Then they removed 4 inquiries because it was clear they were duplicates, mostly from when I bought a car, and the woman removed them. 

Today I was told that was impossible and to go call every agency that had a hard inquiry listed - all XXXX of them, including ones that don't even have telephone numbers next to them. 

I am perhaps more disgusted and disappointed with Experian right now than I ever have been with an agency in several years - especially one which has legal rules and policies to follow, and cares little for my rights especially in regards to something so critical as the fair and equitable credit reporting laws in America. 

From a consumer standpoint - Experian is horrible. Horrible to be able to get through to someone to speak with, are always rude, long wait times, and then tell me their problem in not being able to do their job legally - is somehow my problem now?

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