Consumer complaint received 2019-11-08
Company: Experian Information Solutions Inc.
State: OK
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
I am currently working to improve my credit score so I can be approved for a VA home loan, and buy our first home for my family. I have accounts with the three major credit bureaus, so I can monitor changes to my credit scores and reports. On XX/XX/2019, I received a notice from Experian credit bureau advising my credit score and rating decreased. My Experian credit score decreased by 17 points. I contacted Experian customer service on XX/XX/2019 to ask what caused my credit score to go down 17 points in a 30 day time period, so I know what to avoid in the future. I spoke with two different Experian customer service representatives who both said the only activity on my Experian credit report in the 30 days prior was a negative item was removed and I paid my credit card balance down a little. I confirmed that both activities were positive and they both agreed. One of the representatives tried to say it may be  caused from a late payment made in XX/XX/XXXX. I reminded her that this decrease happened in the last 11 days because on XX/XX/2019, my score increased 10 points. Both representatives stated they could not see any reason for the decrease, but both stated they were not qualified to tell me a reason for the decrease. I asked to speak with a supervisor and was connected with an Experian customer service supervisor. The supervisor stated the exactly same information that both representatives told me. Including that she was not qualified to help me and that no one at Experian was, so I would need to call a credit counselor. I advised the Experian customer service supervisor that I have already spoken to one of the paralegals who are advising me of the proper steps to repair my credit, and was told to call Experian. The supervisor told me to call FICO.

I called FICO, and the customer service representative at FICO advised I needed to handle this with Experian because they are the credit bureau who lowered my score, and the people at Experian are the only people who can fix the mistake.

I called one of the paralegals assisting me in repairing my credit and advised her of what I was told at Experian and FICO. The paralegal took another look at my credit report and said she could see no reason for the 17 point decrease of my Experian score. She also said that this is a common problem at Experian.

For someone trying to repair his credit, 17 points either direction on a credit score can be life changing. I have seen steady increases to my credit scores from both of the other two major credit bureaus. But my Experian score has been decreased, seemingly without cause. I do not believe a reduction in my credit score without a reason, complies with the fair credit reporting act.

Any assistance you can give me regarding Experian 's unwillingness to explain my credit score decrease is greatly appreciated. 

XXXX XXXX XXXX

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