Consumer complaint received 2019-10-24
Company: Experian Information Solutions Inc.
State: OK
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: Investigation took more than 30 days

Complaint:
I first contacted Experian in XX/XX/2019 due to my Experian membership account showing a negative score factor ( serious delinquency and/or derogatory indicator ) related to one account, however, there are no accounts within my credit report that show any negative or derogatory indicators. I have zero late payments, zero derogatory indicators, great credit-debt ratio, no public records, no collections, etc ( i.e. I have a pristine credit report ). A case was opened and I was told I would receive an email within 3-5 days noting the disposition of the case. No response was received. I called again on XX/XX/19 and was told that my ticket was escalated and forwarded to the data team to review and then make changes to my report. I was later informed that my case was opened and worked on on XX/XX/19 where it was forwarded to IT department. 

By XX/XX/XXXX, I still didn't have a resolution or response and my membership still showed an erroneous " serious delinquency. '' I again called Experian and after bring shuffled around from membership to disputes, I finally reached a supervisor on XX/XX/19 ( XXXX  ), who stated that the issue should not impact my actual FICO score. She stated that their website is misinterpreting the evaluation of my report and showing a " Serious Delinquency '' erroneously. She stated that this " glitch '' is is what needs to be corrected. I was given no time-frame for resolution, but was told that their membership department would email me once the issue was resolved. 

Received email on XXXX of XX/XX/19 referencing XX/XX/19 case saying there is a " derogatory indicator '' on [ your ] report and to contact the Disputes Center. Talked with XXXX ( XXXX of XX/XX/XXXX ) who escalated the issue with a supervisor. The supervisor issued a new case number and requested an email with screenshots of the problem, member ID, & new case number ( XXXX ). I immediately send an email with the requested information @ XXXX on XX/XX/19. Received a response from XXXX XXXX on XX/XX/XXXX who said " It appears there may be  a derogatory indicator on your Experian credit report through the Experian Credit Bureau. Please contact the Experian Disputes Center at your earliest convenience to request a hard copy of your report to locate and confirm the derogatory information. '' I responded on XX/XX/XXXX @ XXXX stating that I already had a copy of my report and that there were no derogatory indicators on the report. 

Talked with supervisor, XXXX, on XX/XX/XXXX @ XXXX who reviewed my credit report and confirmed that there are no negative or derogatory indicators on my credit report. Stated that there is likely a glitch in the system that is not properly relaying information from credit report into membership system. Stated that my prior case was improperly handled and prematurely closed ( says they didn't receive email with screenshots ). Reassigned new case number and upgraded case to *high priority* and included credit report & prior case number in new case. Recommended that I re-send email with screenshots ( email sent @ XXXX ). 

Received an email response from XXXX XXXX on XX/XX/XXXX @ XXXX that said the exact same thing I had received from XXXX XXXX ( there appears to be a derogatory indicator on your report, contact the disputes department ). I responded at XXXX on XX/XX/XXXX stating that my actual report does not show any negative or derogatory information. Received the following response from XXXX XXXX on XX/XX/XXXX @ XXXX : " This issue was escalated to the appropriate department and worked. It was determined that the Score Factors presented are accurate and based on the information contained in your credit file. Please review a hard copy of your report to locate and confirm the derogatory information. If you need assistance locating your derogatory information, please reach out to a licensed credit advisor. You can contact your local financial institution for more information. '' Spoke with XXXX ( licensed credit advisor ) at XXXX XXXX XXXX on XX/XX/XXXX who could not locate any derogatory or negative information on my report. Stated that he has had two other clients THIS WEEK with the exact same problem with Experian. Recommended that I call XXXX & XXXX to have them review my reports ( if they can not find any problems with your reports, then you know the issue is solely with Experian ). I contacted both XXXX and XXXX who both found NO negative or derogatory information within my reports ( no public records, no collections, excellent credit-debt ratio, only three inquiries with two being old ). I had to pay {$12.00} to purchase a membership so that the agent at XXXX could review my report. Emailed Experian on XX/XX/19 @ XXXX stating these findings and attached all three credit bureau reports. Specifically requested Experian to point out the derogatory information they stated in their last email. Received email response from XXXX XXXX on XX/XX/19 @ XXXX : " This issue was escalated to the appropriate department and worked. It was determined that the Score Factors presented are accurate and based on the information contained in your credit file. Please review a hard copy of your report to locate and confirm the derogatory information. '' Called Experian on XX/XX/19 @  XXXX. Agent pulled up ticket number and reviewed report. No negative or derogatory findings. Was disconnected when trying to transfer to supervisor. Called again @ XXXX. Membership agent said he could not find previously referenced ticket ( closed ), but would open another ticket and that I should send email again with screenshots ASAP ; asked to speak to supervisor due to prior issues with emailing Experian. Talked with supervisor XXXX who pulled and reviewed my report and confirmed that there are no negative factors or derogatory information contained within my credit report. Stated that there are two systems at Experian : a system that actually generates the credit report, and a membership system that generates another. She reviewed both and can find no negative or derogatory information in either system. Rather than creating another ticket ( stated that she can see my emails and the attachments Ive already sent ), she is going to talk with XXXX XXXX tomorrow morning ( agent assigned to latest case ) and ask why he closed the case prematurely. She will have XXXX XXXX call me ( cell number given ) by tomorrow afternoon to discuss the case and what will happen moving forward. 

As you can see, I've been stuck in an endless loop of insanity since XX/XX/XXXX. After being on hold for 5-20 minutes waiting for an agent every time I have to call Experian, I then have to re-explain my issue. At first, I'd get shuffled around each department, again retelling my story every time, only to be told " we can't help you with that here. '' Now, I just immediately ask to speak with a supervisor who within a few minutes understands my problem. I then immediately email them with the information they have requested, and the random agent that gets assigned to my email always sends me a canned response that shows they have not read my case notes or bothered to look at the attached credit report or screen shots demonstrating the problem. They close my case and I start all over again. There is obviously a problem with Experian 's system in how it is interpreting my credit report. They tell me that my issue is not affecting my FICO score, yet my score dropped from 800+ ( where it should be given my excellent credit history ) to XXXX when I first noticed this problem, and it has not budged from XXXX since that time. I am beyond frustrated and have spent countless hours trying to fix a problem that I did not create. Any help would be greatly appreciated.

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