Consumer complaint received 2021-09-16
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 status incorrect

Complaint:
During summer XXXX my wife and I filed for chapter XXXX bankruptcy. At the time of filing, I held a XXXX  card w/ a XXXX-dollar balance, and my wife held a XXXX  card that wasn't even activated yet. This is the only XXXX  card we've ever had, and have not had one since then. Neither card was included in the creditor 's matrix in the CHXXXX discharge petition - AND THERE WAS NOTHING TO DISCHARGE. 

In XXXX of XXXX I discovered that incorrect information was on my experian credit report regarding the status of this account. The status was incorrectly listed as " Discharged in Chapter XXXX ''. THERE WAS NOTHING TO DISCHARGE and it WASN'T INCLUDED IN THE CHXXXX CREDITORS MATRIX. I contacted XXXX  's bankruptcy dept, and they agreed that the the status was indeed INCORRECT. They stated it should be showing a status of " Closed by credit grantor ''. They then sent out a credit bureau update reflecting that change - the actual, factual, true status of the account.

90+ days later in early XXXX, I re-applied for a new XXXX  card. And, I was denied AGAIN, due to " status of existing or prior XXXX  card account ''. Viewing my experian report, I saw that once again the status was incorrectly listed as " Discharged in Chapter XXXX ''. THERE WAS NOTHING TO DISCHARGE and it WASN'T INCLUDED THE CHXXXX CREDITORS MATRIX. After contacting the XXXX  bankruptcy dept again about this, they sent out another credit bureau update to reflect the actual, factual, true status of the account. 

On XX/XX/XXXX, my dispute results with experian came in - and the result was, NO CHANGE in the XXXX  account status. 

On XX/XX/XXXX, XXXX XXXX in the XXXX  bankruptcy dept confirmed that another credit bureau update had been sent out reflecting the actual, factual, true status of " Closed by credit grantor '' directly to experian by their credit bureau reporting team 's supervisor. On XX/XX/XXXX, Mr. XXXX confirmed the same update was also sent to experian to correct the status of my wife 's XXXX  account, which was suffering from the same problem. 

On XX/XX/XXXX ( 90+ days later ), I re-applied for a XXXX  card. And, I was denied AGAIN, due to " status of existing or prior XXXX  card account ''. Viewing my experian report, I saw that once AGAIN the status was incorrectly listed as " Discharged in Chapter XXXX ''. THERE WAS NOTHING TO DISCHARGE and it WASN'T INCLUDED THE CHXXXX CREDITORS MATRIX. 

My wife XXXX also attempted to get a new XXXX  card - but was denied AGAIN, due to " status of existing or prior XXXX  card account ''. Viewing her experian report, I saw that once AGAIN the status was incorrectly listed as " Discharged in Chapter XXXX ''. THERE WAS NOTHING TO DISCHARGE and it WASN'T INCLUDED THE CHXXXX CREDITORS MATRIX. The card WASN'T EVEN ACTIVATED. 

On XX/XX/XXXX, I opened a complaint with the CFPB about XXXX. 

On XX/XX/XXXX, XXXX  completed their investigation into my complaint : " Our records confirm we are reporting your account as closed, which is a factual representation of what occured. However, we have confirmed that your account is reporting as " included in bankruptcy '' on your experian credit report '' On XX/XX/XXXX, I spoke with XXXX in experian 's dispute department to discuss the dispute and XXXX 's CFPB complaint response. I was informed that the last update to the XXXX  account status was from XX/XX/XXXX! The reason given for the persistence of this incorrect information is that my dispute wasn't done " correctly ''. I needed to open it as an " external '' dispute - this means Experian contacts XXXX to get updated account information. XXXX then went ahead and opened an external dispute for me. 

At the end of XXXX I called experian 's dispute department back and had the same external dispute opened on behalf of my wife XXXX, who had been denied a new XXXX  card AGAIN, due to " status of existing or prior XXXX  card account ''. Viewing her experian report, I saw that once AGAIN the status was incorrectly listed as " Discharged in Chapter XXXX ''. THERE WAS NOTHING TO DISCHARGE and it WASN'T INCLUDED THE CHXXXX CREDITORS MATRIX. The card WASN'T EVEN ACTIVATED. 


On XX/XX/XXXX I received the dispute results from experian. And they were : NO CHANGE in the XXXX  account status. Proving that dealing with them as a person was what I suspected all along : a giant waste of my time. 

At this time ( XX/XX/XXXX ), XXXX is blaming experian. XXXX claims they are showing the correct, true, actual, and factual status of the account- and that this issue is on experian 's end. 

I have tried, multiple times via the internet self-service and their dispute department 's phone line, to correct this with experian. My patience has run out, as this has dragged on for a year now. This problem is preventing my wife an I from obtaining a new credit card with XXXX  and rebuilding our credit, as well as displaying a flat out LIE on our credit report for whoever pulls it to see and make an incorrect judgement on. Before involving attorneys, I thought I'd give experian one last chance via the CFPB complaint process to get it together.

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