Consumer complaint received 2020-10-21
Company: Experian Information Solutions Inc.
State: CA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I am filing this complaint against Experian. I filed a complaint against the three credit bureaus a few months back and both XXXX  and XXXX XXXX said they were doing the job and mailing me results. Only Experian said they weren't doing the job because they believed this wasn't me. I am copying and pasting their response here so you can see it. 

Company 's Response Thank you for submitting your complaint on XX/XX/2020 through the CFPB Complaint Portal. We reviewed and considered the information you have supplied through the CFPB portal. Your CFPB complaint regarding your reinvestigation does not appear to have been sent directly by you or to be authorized by you. As a precautionary measure, we have not taken any action on the request. According to the federal Fair Credit Reporting Act, " if the completeness or accuracy of any item of information contained in a consumers file at a national consumer credit reporting company is disputed by the consumer and the consumer notifies the company directly of such dispute, the company shall reinvestigate free of charge. '' Therefore, you can dispute any inaccurate information directly with Experian for free. If you believe that information in your personal credit report is inaccurate or incomplete, please call us at the phone number that displays on your Experian personal credit report, or visit our secure web site at www. experian.com/dispute. You also may write to us at the address on your Experian personal credit report. Be sure to include the following information : Your full name including middle initial ( and generation such as JR, SR, II, III ) Social Security number Complete addresses for the past two years Date of birth One copy of a government issued identification card, such as a drivers license, state ID card, etc. One copy of a utility bill, bank or insurance statement, etc. Make sure that each copy is legible and displays your name and current mailing address and the date of issue ( statement dates must be recent ). We are unable to accept credit card statements, voided checks, lease agreements, magazine subscriptions, or postal service forwarding orders as proof of your address  and identity. To protect your personal information, Experian requires your authorization for any request on your behalf and we do not return correspondence sent to us. Send copies of any documents you wish to provide to us and always retain your original documents. Include the account name and number for any item on your credit report that you wish to dispute, and state the specific reason why you feel the information is inaccurate. The dispute process may take up to 30 days ( 45 days when disputing information in your annual free credit report ). Once we complete the processing of your dispute, we will promptly notify you of the outcome. In addition, there is nothing a credit repair company can do for you, including removing inaccurate credit information that you cant do for yourself for free. We believe it is important to supply you with information about specific credit repair laws. The Credit Repair Organization Act, a federal law, prohibits credit repair companies from taking consumers money until they have fully completed the services they promised. It also requires such firms to provide consumers with a written contract stating all the services to be provided and the terms and conditions of payment. Under this law, consumers also have three days to withdraw from the contract. Please contact your local Attorney Generals office for further information regarding your specific state laws. For additional assistance, you may call the toll free telephone number provided on your personal credit report obtained directly from Experian, or write to Experian at XXXX. XXXX XXXX, XXXX, TX XXXX. For more information regarding your credit and frequently asked questions, you may visit : http : //www.experian.com/blogs/ask-experian. Please note that you may also submit your request or documents supporting your claim electronically at www.experian.com/upload. You may also visit Experians dispute center by visiting www.experian.com/dispute. Thank you for submitting your complaint through the CFPB Complaint Portal. It is our policy to respond to consumer complaints swiftly and to take each complaint seriously. We  appreciate you letting us know about your experiences with Experian. 


I am filing another complaint so you can see the problem I am having with Experian. They sent me an investigation in XXXX before covid hit the fan but ever since then I've heard nothing but crickets. They are now almost 90 days since I sent them my disputes in writing and over a month since they responded to my original complaint to you about not receiving that report without any investigations. I am refiling this complaint and then will contact an attorney if I have to. My credit is important to me and I won't let them hold me hostage over it.

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