Consumer complaint received 2022-02-28
Company: Experian Information Solutions Inc.
State: FL
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:
There is an account on my credit report that is not mine and was the result of fraud/identity theft ( XXXX XXXX XXXX  from XXXX of XXXX, as stated in the FTC identity theft report attached ). I noticed it in XXXX of XXXX at which time I disputed it with all credit reporting agencies as fraud. At the time, I did not know the proper way to fix identity theft with the credit reporting agency. I wasnt aware that disputing this fraudulent account wasnt the Way to fix ID theft fraudulent accounts. When I got the info back they were not deleting the account I spoke with an agent on the phone who informed me I needed to upload my FTC identity theft report ( which I had already filed the same day of the call ) which I did while I was on the phone and he informed me everything was in order. I received an email a few days later ( XX/XX/XXXX ) stating that in order to block fraudulent info they needed a copy of ID and proof of residence which I uploaded to them immediately ( see attachment of email, and ID ). I received an email on XX/XX/XXXX stating my results were in ( see attachment ). I logged in only to see that the account remains because the company ( XXXX XXXX ) stated the reported information was accurate. I went ahead and did another fraud report with experian, I sent all info in requested which they used to open another dispute on XX/XX/XXXX. I got three updates saying they were still working on it. Today XX/XX/XXXX I got an update it was finished. I log in again to see that they havent removed it because XXXX XXXX reported the information as accurate again. This company does not understand what they are doing. This is not a simple dispute, this is a FRAUDULENT ACCOUNT! according to the law they must remove fraudulent account within four business days. The problem arises when they noted this as a dispute and not an IDentity theft request to block under The Fair Credit Reporting Act Section 605b. The FCRA 605b requires credit reporting agencies, such as Experian, to block the fraudulent information on my credit report resulting from identity theft within four business days and to promptly notify the furnisher ( s ) of that information. They have done neither. The fraudulent account is still on my credit report and is keeping me from being able to apply for credit, among other things. This needs to be fixed, Ive sent in every single piece of information ( electronically and physically ) that the FTC said was required for this to be blocked from my report and Experian has still not done their due diligence. Please help! All relevant files have been uploaded including the Driver license and Social Security card info I sent them along with my FTC ID theft report, as well as the dispute results. Thank you for any and all help you can give me as this has upset me to no end. I have been in tears dealing with this.

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