Consumer complaint received 2020-11-12
Company: AMERICAN EXPRESS COMPANY
State: TX
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 relied soley on the credit score provided by XXXX to apply for credit based on recommendations either provided by XXXX  and/or by a creditor whom XXXX  directly allows to solicit and advertise on its ( XXXX  XXXXXXXX  ) website and/or products. 

The credit card company received a different Fico score than what was on file with the credit reporting agency. I received a denial letter that stated the denial was based on a credit score of XXXX XXXX incorrect ) vs. a XXXX XXXX correct ). When I contacted XXXX, I was not assisted with filing a dispute or complaint, and neither was I provided with the information to file a complaint with the appropriate federal governing body. Even worst, my credit score decreased XXXX points, from XXXX to XXXX. 

This may not seem like a big deal to some, but it is definitely a big deal to an individual working really hard to improve their credit score and one who relies on XXXX XXXX  financial literacy tools and recommendations. Additionally, XXXX  members are provided with recommendations to help the consumer improve their credit rating/file. This information is very misleading and prompts the consumer to submit applications based on information in the file. 

While it is understood that credit approval is not guaranteed when an application is submitted, the credit bureau 's representation of a perfect match is an indication that the consumer would qualify. The creditor, in this case, a credit card company does not use the same score the consumer relies on. If the consumer believes the score is a perfect match, they submit an application for credit. The score provided by the reporting agency is not the score used. This misleading information results in hard inquiries that negatively impacts the consumer 's credit score. I would not have submitted an application if I knew the decision was not based on my very good credit score and the perfect match recommendation. 

The credit reporting bureau should not advertise or allow third party creditors to solicit applications, knowing that the consumer is responding based on what's reflected in their file and knowing that the potential creditor uses different information to extend credit. 

The reporting agency refused to file a dispute on my behalf for the hard inquiry. In fact, the consumer is only allowed to dispute these type if there is fraud. Also, the bureau does not allow the consumer to file a complaint even though the creditor denies the consumer credit based on an inaccurate score. This is egregious and further harms the consumer by allowing hard inquiries to lower the credit score. 

There is not information provided that indicates a different score will be used ; what that different score is based on ; the consumer has no idea that there is a diffetent score ; or the criteria that is used in different credit situations. This is very deceptive. Information regarding how to file a complaint against the credit reporting agency is not posted on its website. All too often credit reporting agencies and creditors are knowingly placing consumers in negative situations. 

Please help to provide a solution and rectify these harmful practices. 

Sincerly, XXXX XXXX XXXX

Company response to consumer: Closed with explanation