Consumer complaint received 2019-10-24
Company: Experian Information Solutions Inc.
State: WY
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:
On Wednesday, XX/XX/2019, I reported to Experian that information contained in the " Hard Inquiry '' section of their credit report display contained company data that did not have any relationship to me or my credit report.

1. I identified 8 transactions that should not be in the " Hard Inquiry '' section of their credit report display.

2. My specific questions were not answered. The Experian individual brushed off the transactions, stating I had to contact each company to investigate/remove the transaction.

I stated if there is no telephone numbers for some of the transactions, how is contact to be accomplished? No answer.

3. I asked why Hard Inquiries appearing in one monthly version of the report are transitioned to the " Soft Inquiry '' section of the report. No  answer. 

4. Experian personnel do not understand their own system/data reporting displays, procedures or processes.

5. I requested a supervisor to respond to my questions. I received a call back on XXXX XXXX, 2019. XXXX, the supervisor, proceeded to grill me on a XXXX XXXX line item that suddenly appeared in their credit report display 2 years after Service Disconnect. I explained I submitted a 65-page Customer Complaint to the XXXX XXXX Vice President located in XXXX, PA. XXXX XXXX my information, continuing to grill me about my relationship with XXXX . This is not his job! 

6. XXXX, a supervisor, could not answer the question on their system process and system online display : 1. Why do certain transactions appear in the Hard Inquiry section of the credit report? 2. Why do Hard Inquiry transactions appear in the Hard Inquiry section of the credit report one month and then suddenly transition to the Soft Inquiry section of the report the subsequent month? 3. Why do cellular company transaction appear in the Hard Inquiry section of the credit report? This is not valid. Cellular company do not have " payment plans '', they generate monthly billing just like landline telephone companies do, except cellular companies refer to their monthly billing as " plans '' because each " plan '' has different monthly billing characteristics. 

7. XXXX, a supervisor, referred me to the Fair Credit Reporting Act rather than answer my specific questions. Apparently, it is up to the consumer to research & answer questions about a particular credit reporting agency 's data processing & data display procedures & processes because the credit reporting agency - Experian - does not take any accountability for what they display in their online for our credit reports. 

Experian 's Customer Service practices are inadequate, lack knowledge of their own business, data processing and procedural knowledge. 

8. If the Customer Contact personnel can not answer specific questions about their own business, the contact personnel should be able to refer us to an online handbook which should contain a complete description & definition of the credit report sections, data processing rules and display.

9. Consumers should have the ability to dispute/correct any line item appearing in any section of our credit report. Currently, we can not dispute Hard Inquiry line items or Collection line items.

10 Experian refuses to allow consumers to dispute invalid Hard Inquiry line items and did not acknowledge they would implement system enhancements allowing online dispute capability for invalid Hard Inquiry transactions they post to our credit reports.

11. Experian refuses to allow consumer to dispute invalid Collection line items and did not acknowledge they would implement system enhancements allowing online dispute capability for invalid Collection transactions they post to our credit reports.

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