Consumer complaint received 2020-05-05
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
1. I called Experian on Monday, XX/XX/2020, around XXXX XXXX   PDT. An agent named XXXX answered. I began to complain about the previous agent. As I was explaining what happened, XXXX intentionally disconnected the call. Because XXXX deliberately disconnected the call, I was unable to be transferred to the correct department because Experian closes at XXXXXXXX XXXX PDT. 

2. Previous to speaking with XXXX, I dialed ( XXXX ) XXXX to speak with the fraud dispute department. A female agent answered from Tier 1. I explicitly asked to be transferred to the fraud dispute department and not the general dispute department. I also provided the specific extension to fraud so she wouldnt transfer to the wrong department ( extension XXXX ). After confirming she would transfer to fraud, I was transferred to the incorrect department ( general dispute department ). I am upset with Experian because this has been a pattern of behavior. I have asked on innumerable occasions to get transferred to the fraud dispute department only to be incorrectly transferred to general disputes. 

3. I called Experian ( XXXX XXXX ) on XX/XX/2020. After an excessive hold time the call disconnected at XXXX XXXX PDT. I called back and this matter repeated again. My second call was disconnected at XXXX XXXX PDT. My third call was disconnected at XXXX XXXX PDT. My fourth call was disconnected at XXXX XXXX PDT.  My fifth call was disconnected at XXXX XXXX PDT. The agents never introduced themselves. The hold music stopped, there was a brief moment of silence then the call disconnected. ( I have spoken with my telephone provider and confirmed there is nothing wrong with my phone ). 

Previous to my telephone calls on XX/XX/2020, I called Experian on XX/XX/2020. I was hung up on at XXXX XXXX  PDT and again at XXXX XXXX PDT. Again, the agents never introduced themselves. The hold music stopped, there was a brief moment of silence then the call disconnected. 



4. I called Experian on XX/XX/2020. I spoke to an agent in the fraud dispute department named XXXX ( a male agent with a XXXX accent ). XXXX was rude and intentionally interrupted me numerous times. I asked him to stop interrupting, however, he refused. Suddenly, he alleged he was unable to hear me and deliberately hung up on me. I believe he lied about being unable to hear me so he could end the call and avoid being reprimanded. 


5. I called Experian on XXXX Friday, XX/XX/2020, and spoke to an agent named XXXX. He is a male agent in the fraud dispute department located in XXXX, Texas. He has a middle eastern accent. I asked at the beginning of the call if he could hold for one to two minutes. He refused and replied : Ten seconds or I hang up! He refused to hold for more than ten seconds and consequently, the call ended. I was unable to locate my Experian membership number in less than ten seconds. He hung up on me after I was on hold for thirty minutes to an hour. I have been informed by other Experian agents that they are allowed to hold for two minutes. 

6. I called Experian on XX/XX/2020. An agent from the fraud dispute department answered. His name was XXXX. He is located in the XXXX, Texas location. He is on team XXXX. At the onset of the call he indicated I know who you are and I refuse to a file a dispute on your behalf. He then intentionally disconnected the call. I do not understand why he did this. I believe this is a FCRA violation and an unfair, abusive practice that is preventing me from filing a fraud dispute regarding inaccurate information contained in my consumer file. 

Litigation is always a measure of last resort. We do not take it lightly. It is unfortunate that events have compelled us to consider litigation at all. I welcome the opportunity to work with you toward amicable resolution of this dispute, thereby, avoiding a lengthy, expensive and needless lawsuit.

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