Consumer complaint received 2020-11-28
Company: Experian Information Solutions Inc.
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have concerning issues to report to you to please assist me with in resolving and restoring the 115 points which have been minus 'd from my credit score by Experian during the past few months : Member ID : XXXX According to Experian, on XX/XX/2020 my score was lowered by 21 points. 

Employee name : XXXX of Member ship Department, XXXX XXXX  XX/XX/2020 " there was no reason for this drop in you score nor is there any specific information about it. '' Transfer to Manager/supervisor of Management Department Employee : XXXX, XX/XX/2020 " XXXX has this information and you need to call them, as Experian does not have this information nor do we decide nor do we have anything to do with your credit score. XXXX does '' XXXX  XX/XX/2020 XXXX XXXX, " We do not have anything to do with your credit score, that is the credit bureau 's that handle that. '' " Experian lied to you and sends customers to call us often. '' " From everything you have told me, there is no reason your score should have dropped when in fact your score should be much higher now. '' XX/XX/2020 there was a false debt sent by my credit card company to the credit bureau 's ( I disputed it and it was taken off of my credit ) as a result my credit score dropped minus 27 points. COMPLAINT ID XXXX SUBMITTED ON XX/XX/2020 ( Supporting PDF documents are provided for evidence of everything in this complaint as well as transcripts ) In XXXX 2020 I have one hard inquiry from XXXX XXXX, my credit score dropped at least minus 23 points as a result. 
XXXX XXXX XX/XX/2020 XXXX : XXXX XXXX  " we have filed a submission XX/XX/2020 to have this inquiry removed from your account, which may take three months to do. '' " There is no reason why one inquiry from us should have affected your score so much '' I have 0 debt, I have not ever been late for nor missed a payment before, and I have no open accounts for loans/no delinquent accounts, no aged off accounts, and everything on my account is in good standing, and all of my payments re made on time. 

I have spoken for many hours with XXXX reps, Experian reps and managers, and my credit card company managers and I have official documentation and transcripts from all of these calls. 

Yet nothing has been done to remedy my credit score. My XXXX  score was XXXX before all of this happened My XXXX  score is now XXXX. MY XXXX  score should now be XXXX. 

The below is my reaching out via e-mail to Experian, after the phone calls to their customer service, managers and supervisors were of no help. They sent an email response to refer to my Experian account for information and gave general information which ones not apply to my account ( they did not help at all as shown above and below XXXX Experian copy and pasted a generic answer and did not assist me at all : XXXX XXXX Sat XX/XX/2020 XXXX XXXX  To : XXXX Hello, Experian. My Experian Membership # is XXXX XXXX XXXX my credit score went down minus -21 points ( due to a XXXX  XXXX update ) XXXX XXXX has Also lowered my score by minus XXXX points on XX/XX/2020 ( Due to a Dispute ) XXXX  XXXX had sent a false report about me owing a debt, which was not true. Experian took the {$5.00} off of my debt, but as a result, my credit score lowered by -27 points. 

I then spoke with Experian and XXXX XXXX about this, but XXXX XXXX will not do anything about it and keeps referring me to Experian to fix the issue, and Experian to XXXX XXXX. 

Now, a XXXX  XXXX random so called update to my credit report XX/XX/2020 in-regards to the previous XX/XX/2020 information has lowered my credit score yet another -21 points, totaling at least minus -48 points due to XXXX XXXX false reporting and unwillingness to help their customers regardless of me having had mailed them documents to the department they told me would resolve these issues ( They only referred me to talk to Experian ) XXXX XXXX has a due date from the XXXX to the XXXX for all purchases within that time will be sent to the credit reporting agencies each month ( although they do not bill until the XXXX of the month ) I made a purchase three days after my due date and made a manual payment that same day on the XXXX of XXXX. 

XXXX  XXXX not only counted the due date, but any purchases within the billing period ( which is three days outside of my due date for purchases counted ) and they sent that payment on the XXXX as a debt to my creditors. 

Since then, XXXX XXXX has dropped me score and intentionally not helped me after many weeks of phone calls and sending documented mail to them and a letter about the issue. 

And now, after I filed a report with the government about this issue, XXXX XXXX sends an update on XX/XX/2020 to Experian that they have dropped my credit score another -21 points. 

I request the Experian look into these issues and please assist me in completely restoring my credit score. 



E Experian XXXX XXXX XXXX XXXX Tue XX/XX/2020 XXXX AM To : You Dear XXXX : Thank you for contacting Experian. Since we are not licensed credit advisors, we can not attempt to explain exactly why your score changed. Still, we would like to provide some information you may find helpful.

Credit scores can change as information on your credit report is updated. Here are some of the most common reasons why scores may have gone down : A delinquent payment was reported Your credit card balances have climbed An account was opened or closed Youve recently applied for new credit An account on your credit report has aged off Credit scores are calculated based on the information in your credit report. Please note that credit scores can vary depending on the scoring model used ( examples : XXXX  or XXXX ). Additionally, credit scores can vary based on which credit reporting agency supplied the report. The score is based on your report and creditors are not required to report to all credit bureaus. The three major consumer credit reporting agencies in the U.S. are Experian, XXXX and XXXX. Experian memberships utilize Experian credit reports and the XXXX Score 8 model. 

The primary factors that determine a persons XXXX credit score are : 35 % based on payment history 30 % based on amount of credit utilization 15 % based on the length of your credit history 10 % based on hard credit inquiries 10 % based on types of credit ( revolving, installment, etc. ) You may learn more about credit at https : //www.experian.com/blogs/ask-experian/ Experian 's Official Credit Advice Blog Credit advice with readers ' questions answered by Experian 's experts. Popular topics from credit reports and scores to life events, id theft and fraud. 
www.experian.com If you believe your credit report information is inaccurate, youre entitled to dispute that information directly with all three credit bureaus. 

To submit a dispute online for your Experian credit report, follow these steps : Visit www.experian.com/disputes Select " Start a New Dispute Online '' Click Continue Fill out the information on screen Click Submit You can upload documentation to support your dispute by going to www.experian.com/upload. 

If you prefer, call us at XXXX to speak to a dispute specialist who will be happy to assist you. 

If you wish to dispute information with XXXX  and XXXX  as well, you'll have to file a dispute with each bureau separately. 

Please be aware that a dispute can take up to 45 calendar days for a resolution.

Thank you, Your Team at Experian -- -- -- --

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