Consumer complaint received 2018-04-03
Company: Experian Information Solutions Inc.
State: ND
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:
I have been trying to resolve our issue since XX/XX/2018. I have to make 4 phone calls regarding the issue, because the staff of Experian either don't care or don't have a clue what they are doing. We had some items on our credit reports that we had been disputing. We came to the point we were finished with the creditors on the disputes, wanted to apply for a mortgage refinancing and knew that the " in dispute '' terminology/wordage had to be removed in order for our the loan process to continue. On XX/XX/2018 I contacted Experian @ XXXX, spoke to XXXX @ XXXX a.m., to request that any and all items that show " in dispute '' be removed from my accounts as well as my husbands. We gave the representative the information they requested, full name, address, dob & last 4 digits of our SS #. We were told it would take 48-72 hours for the terminology/wordage to be removed. On XX/XX/2018 our banker pulled a credit report and the items still remain on both of our credit reports. I made another call to Experian @ XXXX spoke to XXXX, and went through the entire process of requesting that the terminology/wordage of " in dispute '' " dispute '', anything showing that we are currently in dispute with be removed. Again being told it will take 48-72 hours for the items to be removed. On XX/XX/2018 I called Experian again to make sure the disputes had been removed before I had our banker pull our credit report and spoke to XXXX, he checked both my credit report and my husbands and told me that neither one are showing any creditors in dispute. Later I found out the information that was given to me on XX/XX/2018 was incorrect. On XX/XX/XXXX I called Experian again and spoke to XXXX. She stated that XXXX XXXX and XXXX still showed in dispute on both of our reports. She said she can remove them and it will take 48-72 hours. I told I was not waiting for another 72 hours to find out that they did nothing with our request and asked to speak to a supervisor. I spoke to XXXX. She stated she will remove all the data info pertaining to disputes and told me it would take place immediately. She stated that she would call me back by 4 after checking to make sure they are not showing up on our report as in dispute. I told XXXX the process our requests are not being taken care of has delayed us in being able to move on with our mortgage application and causing our banker to have to pull our credit report multiple times. She assured me she was taking care of it while she was on the phone with me. I received a voice message from XXXX stating that XXXX 's was good, but mine still had the items in dispute. She said that she would check again the next day in the morning and call me. XXXX left a voice message on XX/XX/2018 at apprx XXXX am, stating that the disputes have been removed from my account as well and it would be OK for our banker to pull our credit report. On XX/XX/2018 at apprx XXXX pm, our banker pulled our credit reports and it still showed that there were accounts from Experian under dispute. On XX/XX/2018 I called Experian for the fourth time. Talked to XXXX and was told both of out accounts are good, they have nothing showing in dispute. 

This process has taken a month, it has wasted our valuable time in getting our mortgage loan application to move forward, It has cost our banker money to pull the credit reports to continue to find our requests have not been taken care of. I have had to take time off work each time I make the call since the calls can take up to an hour. 

A consumer should not have to go through this type of treatment.

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