Consumer complaint received 2021-03-26
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
I was an authorized user on my wife 's credit card, but was not able to get my own until I got my XXXX card. I finally received my XXXX card and was excited to apply for a credit card. A week after I received my green card, I applied for the credit card through my bank, XXXX, on XX/XX/2021. The inquiry was denied because they were " unable to confirm applicant 's identity. '' I called XXXX and they expressed that it might be because Experian may not have the green card information yet ( although later, I learned that Experian does not know or collect any citizenship information ). I called Experian, double checked that all of my information is correct, and concluded that it must be that they have not gotten the green card information yet. Experian stated that they get all their information from XXXX and that XXXX has a " direct line '' to them and should call them to resolve this. I later learned, from multiple XXXX representatives, that is not true and XXXX is not allowed to call Experian on my behalf. Experian also advised me that I should wait 30 days ( until XXXX sends their monthly report to Experian ) and then try again. They said that if it still did not work, they would be able to remove both inquiries. In the meantime, I also talked with XXXX who advised me of the same. While I waited the 30 days, I also requested a copy of the credit report to confirm for myself that the rest of the information is correct. When I received the report, it showed that my last name was spelled incorrectly. My last name has two words in it, separated by a space without a hyphen. From there, I concluded that in Experian 's system, there was no space and instead it was all one word and therefore, this is probably the issue in confirming my identity. I called Experian and they insisted it was fine in their system and they get all their information from XXXX. I escalated it up to the manager 's office and talked to XXXX. He was quite rude and said there was nothing he could do and I had to call XXXX. I called XXXX to confirm, but the information is correct in XXXX XXXX system. I have many products with them and there has never been an issue like this. After waiting the 30 days, in hopes that Experian was right and there wasn't an issue with the name ( even though I could see it on the report ) and it was the green card, I tried to apply for the credit card again on XX/XX/2021. It was again denied. I called Experian back again and explained everything that happened and asked them to remove the credit inquiry like they said they could. They said that since it had been 30 days, they couldn't remove either inquiry ( even though they specifically told me to wait 30 days ). I asked to speak with a supervisor and they said a supervisor would call me back. I waited a week and there was no call. I called again and they said a manager, XXXX, would call me. She did not. I called XXXX again, exasperated with Experian 's inefficiency and pure incompetence, hoping that they would be able to help. We talked with someone from XXXX 's office of the CEO and he truly was not able to do anything and encouraged us not to give up and keep trying to get in touch with Experian. I called Experian again on XX/XX/2021 and finally got someone who changed my name to the correct spelling, but still they would not delete the inquiries, claiming that XXXX needs to do it. She said to wait a few days for the name change to take effect. I got the dispute report in the mail on XX/XX/XXXX, stating the name change, and applied for the credit card for the third time. This time the application was rejected because there were too many hard inquiries on my credit. My credit score has been severely impacted because of a typo. After the first inquiry, my credit score dropped to XXXX. After the second inquiry, my credit score sunk to XXXX. It will only continue to plummet with the third. Experian refuses to fix the inquiries and this is my future on the line. We have spent over 10 hours over the past two months trying to get this fixed and there doesn't seem to be an end in sight. The customer service I have received from Experian has been the worst I have ever experienced. We tried to talk with a supervisor over 6 times total and was only able to speak with one once, and he was beyond rude and belligerent. Each time they promised the supervisor would call back, but they never did. I have been the proverbial " ping-pong ball '' in this situation, but my future is not a game.

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