Consumer complaint received 2019-10-07
Company: Experian Information Solutions Inc.
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
XX/XX/2019 -Joined Experian Boost program -Score increased 14 points. Program allows self reported payment history of utility and telecom accounts to be factored into overall credit score.  Payment histories are verified after Experian gains read-only access to bank account online ( XXXX XXXX ). Only XXXX XXXX & XXXX XXXX Accounts added to report. 

Missing City of XXXX XXXX XXXX XXXX Account ; XXXX XXXX and XXXX XXXX XXXX. ( All appearing as electronic debits on XXXX thru XX/XX/2019 bank statements ) XX/XX/2019 -Received message from Experian stating " Bank Connection Issue '' meaning they lost access to personal checking account with XXXX XXXX XX/XX/2019 -Received message from Experian stating `` XXXX XXXX not reported in 30 days ''. This was due to bank connection issue. 

XX/XX/2019 Received message from Experian stating " XXXX XXXX not reported in 30 days ''. Again due to bank connection issue. 

XX/XX/2019 Received message from Experian stating " XXXX XXXX not reported in 30 days ''. Again due to bank connection issue. 

If no payment history is reported for three consecutive months the account is automatically removed from credit file. 

I contact Experian via telephone on XX/XX/2019 for assistance in getting the correct accounts and payment histories reported. I was told there continued to be a bank connection issue with my bank, XXXX XXXX. 

I was told to disconnect ( delete ) my bank and reconnect it ( add on ) to get the missing payment histories re-verified and the missing accounts added. 

On XX/XX/2019 I disconnected by bank which automatically removed the account information that had been previously verified and reported, Score dropped 6 points. 

When I attempted to ( re- ) connect by bank I got an error message stating, " We're having issues connecting to your financial institution and are working to resolve it ''. 

This now has been a problem for more than 90 days ( first notification received about a bank connection problem was on XX/XX/XXXX ). 

In speaking to my bank ( XXXX XXXX ) customer service and IT departments they both inform me they are unaware of any connection issues with Experian. 

The lowering of my credit score changed my overall rating from " Very Good '' to " Good '' ( as reported by Experian on their client membership website ). 

Experian has done nothing to fix the connection issues. 

I should not be singled out from the pool of Experian customers who are able to have their accounts sucessfully verified and reported which in turns increases their credit scores because of a technology issue Experian has. Connecting to my bank account was successful when I first signed up for their program. 

All of my utility and telecom accounts should be verified and reported and in turn my credit score increased because of my excellent payment history on all of my accounts. Instead I'm being penalized. 

Access to any program affecting the calculation and reporting of a credit score offered to one customer should be offered to all customers.

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