Consumer complaint received 2021-03-17
Company: Experian Information Solutions Inc.
State: NY
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:
I have been trying to dispute a fraudulent account on my Experian report for multiple times since last year. It's a secured XXXX XXXX XXXX Credit Card account, opened in XX/XX/XXXX with an address where I lived in XXXX. 

This is like the sixth time, I try to dispute it. And on XX/XX/XXXX, when the last time I disputed it, in the Experian dispute center, a message says this fraudulent account was already deleted. But I just noticed earlier this month the fraudulent account is still in my report right now. I dont know if it is because Experian put it back later or if it has never been deleted at all. 

I contacted Experian representatives again, and they suggest again that I should contact XXXX XXXX XXXX XXXX directly and get a police report. So I contacted XXXX XXXX XXXX again, spent hours on the phone. I convinced them to double check agai n and again. However, they can still only found 4 accounts in total, with 2 accounts that directly associated with my SSN, and 2 other accounts that I was an authorized user. And none of these accounts match with the fraudulent one. 

I tried again to get a policy report. But the local police precinct said they cant file a report if the creditor cant even confirm the account exists in the first place. 

I requested the credit report again from XXXX and XXXX, and neither of them reported this fraudulent account.. 

Both XXXX XXXX XXXX and the local police department suggest again that I should contact Experian directly to resolve this. Because it appears to us that the Experian is literally the only one that has the information about this fraudulent account and is able to do something. 

I'm clearly a victim of identity theft crime, and I have been calling and mailing Experian, and uploading through their websites since last year to try to fix it. 

BUT, every single time, they just simply start a new dispute, and wait another month to send me a report says something like " This item remained unchanged from our processing of your dispute in XX/XX/XXXX. '' And again, their phone reprehensive tells me to contact XXXX XXXX XXXX and Police department. BUT XXXX XXXX XXXX couldn't even find this account and Police department can't file a report for non existing account. 

So every time when I contact Experian, no matter how many times I have to explain to them, they just push me into the same path again and again. I am really exhausted running in their dead loop. And this account is charged off and every employer and creditor can see it. It is damaging my career and threatening my live. 

It's a secured card with only XXXX limit opened in XXXX with an address from 5 years ago. I have been using unsecured card since XXXX and moved every year, and Experian has record for those. 

Everyone else could easily see this is a fraud account, XXXX XXXX XXXX can see it, my local Police Department can see it, XXXX can see it, XXXX can see it. Literally everyone but Experian. I don't know what got into their mind, they just can't make it right.

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