Consumer complaint received 2023-03-08
Company: Experian Information Solutions Inc.
State: FL
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:
Applied for loan was 99 % complete when XXXX reported they could not identify me. Even though I called and they were able to respond and sent me a letter. Now both the lender and bank changing their replies and cannotcanswervwhybtheyvrecieved that wrong information? I am also confirmed with Experian who XXXX draws their information from. Now in relation to this followup complaint forcan answer and corrected report thrumplay the who are you card! : '' Dear XXXX XXXX XXXX XXXX, Re : Unable to Process Request Thank you for your recent contact to XXXX XXXX XXXX ( XXXX ). Unfortunately, we are unable to authenticate your identity and therefore can not process your request. 

The following are some reasons why the authentication process may have been unsuccessful : Some or all of the identity verification documents you submitted were not legible. 
No identity verification documents were submitted. 
Some or all of the identity verification documents you submitted did not qualify in order to verify your identity. 
We encourage you to visit XXXX XXXX XXXX in order to resubmit your request via the Electronic Request Form. Your submission will create a request to obtain your consumer report that will assist you in identifying inaccuracies in the information. If you believe the information contained in your report is inaccurate, you can file a dispute with us. 

XXXX files may contain name and other minor identifier variations within your file, as do all consumer reporting agencies. Note that we do not match consumers to files based upon only one piece of information, but rather undertake a thorough data matching process that ensures the consumer is matched to the correct file. The following types of information or details when accompanying a submission can only assist in authentication of your identity : Full Name : including first, middle and last name Current address including zip code Current phone number with area code Full Social Security number Full Date of Birth ( month, day, and four-digit year ) Additional documentation can assist in authenticating your identity. However, this additional documentation is NOT required for a consumer to request their file. Types of documentation ( legible copies ) accepted are : A current drivers license or other current government issued identification card showing current address and date of birth Social Security card U.S. passport picture page Alien registration card Military identification card ( front and back ) Recent cable, utility or telephone statement with your name and current mailing address Bank or credit card statement with current address Rental lease agreement showing current address Voided personal check with your preprinted current address Notarized letter from your landlord confirming your current name and residential address Mortgage statement with your current address W2 tax form with your current address Note : The address on the identification card or other identity verification document must match the address provided in your request. 

We understand and share your concerns regarding the security of your personal information, and you should note the information you provide to XXXX is used for verification purposes only. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Please visit us at XXXX : XXXX to learn more about the personal information XXXX XXXX XXXX maintains about you in accordance with the Fair Credit Reporting Act. If you feel you need additional assistance to successfully process your request, we ask that you contact the XXXX XXXX XXXX and engage with a representative to assist you. 

Phone : XXXX Email : XXXX Hours of operation are Monday Friday from XXXX XXXX to XXXX XXXX  Eastern Time Consumers with disabilities or who need other special assistance can email us at : XXXX. 

In an effort to protect your privacy and deliver prompt service, please have your Case Number ( located at the top of this letter ) referenced in any email and accessible if you opt to call our support number. 

Please note : Every contact you make to XXXX you are required to be authenticated if you would like the results of the re-investigation. Which means you will need to provide your date of birth, social security number and or drivers license.

They have this information as does Experian and the lender! My driver 's lic submitted contains the correct address. My social security is correct, my birth date. Sadly I can assume this is an attempt in my opinion to cover their error? Too late to correct the damage they have caused with the adverse rejection.

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