Consumer complaint received 2019-11-18
Company: Experian Information Solutions Inc.
State: IL
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: Their investigation did not fix an error on your report

Complaint:
I recently attempted to use Experian 's website to submit a number of disputes regarding information on my credit reporting account. I have never attempted to submit any disputes before ; this was the first time. All of the accounts that I chose to dispute were in fact my accounts, but they were all either a ) accounts more than 7 years old that were paid in full ; b ) student loan accounts that had been consolidated to a new loan, but were still marked as having a negative impact on my credit score ;  and/or 3 ) duplicate reporting of the same account. On XXXX XXXX, 2019, I submitted 6 disputes. On XXXX XXXX, 2019 I received a notification that one of the disputed items that was a duplicate was removed from my account. On XXXX XXXX, 2019, I received another notification that one of my other disputed items was removed from my account. I have yet to hear about the other four disputed items, which were all related to the Department of Education, concerning consolidated loans that were nevertheless having a downward impact on my credit score. However, immediately following those two notifications, I received two other notifications : On XXXX XXXX, 2019, I was informed that my credit score was decreasing by 6 points On XXXX XXXX, 2019, I was informed that my credit score was dropped by another 1 point, for a total loss of 7 points There was no explanation for the sudden drop in credit score. I did nothing different.I have been paying my phone and utilities on time, and nothing at all has changed in my financial habits since I signed up to use the Experian Boost service in XXXX of this year ( 2019 ). I have not made any hard inquiries or had any other significant changes. The only possibly inquiry to my account was involving these requested disputes, which I understood to be an action I could take to improve and raise my credit score, not to decrease it. However, while there was no indication whatsoever as to the reason for the score decreases, the timing would suggest that it has occurred as a direct result of me making these inquiries, and I am anticipating that my score could potentially drop even further once the other disputes are attended to, and I am deeply unhappy with this result. It is the opposite of what I set out to use this service to do. 

When I reached out by phone, I tried twice, and encountered a system composed entirely of voice recordings, and when you press " 0 '' for operator, or say " Representative, '' the system does not recognize it, and after pressing " 0 '' several times, their phone system disconnected the call, both times. Therefore I was not able to reach an Experian representative to even attempt to resolve this issue through them.

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