Consumer complaint received 2020-10-21
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
On XX/XX/20, I called the CFPB and filed complaint # XXXX because my daughter and I who have the same first name, but different last names tried to open accounts and they had us in their systems as the same person. We were considered aliases of each other. Every time we've tried to explain or clear things up we were transferred to voicemails, the XXXX department, operations loss prevention only to receive no answers and no assistance. After filing the complaint, I received a call from XXXX from the XXXX Executive Offices on XX/XX/20 at XXXX XXXX. He left a voicemail advising that he'd completed the investigation, updated my credit reports to reflect paid on time as agreed, verified that there are no accounts in neither my daughter or my name. He claimed that he couldn't even find a profile for either of us other than my credit card account. Which all of my children are authorized on. However, the credit card account still isn't being reported correctly and on time to all of the credit bureau 's for my children and I. In fact, the account has either never reported for some of them or was removed from some of their credit reports. They even removed one of my children for some unknown and unadvised reason so I had to add him back. I have called the number that XXXX left on my voicemail XXXX but continue to get a voicemail stating that inbound sales is not available. After leaving several messages, I learned that it's not a XXXX number. I still have the voicemail to verify the number that he left for me to call. So eventually, I googled the Executive Offices and found the correct number. The first agent that I spoke with advised that they changed extensions and that she had no idea who XXXX was. I explained my situation and she asked for the CFPB complaint number and she then found the correct extension for him. She tried to reach him and told me that he said for me to leave a message for him and he'd call me back. That was about 3 weeks ago. I still haven't heard back from him. So I called the Executive offices back on XX/XX/20 and spoke to a completely different agent who assured me that everything was good to go. That my daughter and I were both clear to open any XXXX banking accounts. I'd received an offer via mail and in the app for a promotional amount of {$500.00} to open both a checking and savings together. My first attempt was on XX/XX/20 online, via the app, after speaking with the agent. It was denied so I called to find out why and was advised to step into a branch and they could further assist me and advise why I was denied. I was advised to step into a branch with a valid state issued id or driver 's license. I made an appointment for Friday, XX/XX/20 at the XXXX located at XXXX XXXX XXXX. I waited over an hour and finally the Branch Manager XXXX XXXX, called me at XXXX but by that time I needed to leave because I had another engagement. He rescheduled me for Monday, XX/XX/20 at the same time and assured me that I'd be seen on time. I arrived for my appointment but he wasn't present. So at about XXXX XXXX a representative named XXXX XXXX assisted me. I continued to advise them that my credit had already been ran and that I was advised to step into the branch to find out the reasons for denial. They assured me that they didn't have access to the denial but could make another attempt to open my account. I gave them my driver 's license and my XXXX XXXX Credit card for proof of identity. They were successful in opening both accounts. During the sitting, they asked me questions to verify my identity, made a copy of my driver 's license, requested my contact information such as address, phone number, email, etc ... At the end, when reviewing my documents, I noticed other phone numbers that I've either never seen before, belonged to my daughter, my dad or my grandmother listed on my profile. I'm not sure why their information would be listed with mine BUT, I asked XXXX what was the point of asking me for my contact information if it wasn't going to be updated properly? She said that since it was already there, she didn't remove it. I asked how would this information be listed on a NEW account? If I hadn't provided it to her? She got upset because I told her to remove it all. Remove everything except for the information that I provided for ME! I said this is how people 's identity 's get stolen. AGENT MISTAKES! Agents don't care to do their job properly. If I gave you ONE PHONE NUMBER, ONE ADDRESS AND NO EMPLOYER, then that's exactly what should be listed on MY account! Not somebody's else 's contact information. After she updated everything, I asked if I'd get a temporary debit card so that I could make deposits, etc on the account to fulfill the agreement of the terms for me to get the {$500.00} bonus. She said no, they don't give temporary cards out anymore. I'd run out of time because the process had taken more than an hour and I had a client waiting for me. On the following dates, I returned to the same branch with my driver 's license to make deposits with a teller into my new savings account ... XXXX cash deposit of {$200.00}! On XX/XX/20, I asked to make TWO separate deposits ONE CASH deposit of {$200.00} AND A  SECOND DEPOSIT OF {$460.00} because I had several smaller checks that I hadn't cashed that I didn't want to be placed on hold. I wanted to make the cash deposit first so that it would be enough money in the savings account to cover the items to prevent the checks from being placed on an extended hold. The lady split it up into 3 transactions instead. She did it how she wanted instead of how I requested. ANOTHER agent who didn't care about the customer 's request! Typical XXXX employee huh? XX/XX/20 cash deposit of {$400.00}. So my total, Savings account balance reflecting online is XXXX. On XX/XX/20, I opened an envelope that included my debit card. On XX/XX/20, I activated the card so that I could make drive up atm transactions instead of having to wait in longer lines inside of the branch waiting for teller assistance. I also wanted to ensure that the activation was processed and that both accounts were linked to the card so, I attempted a {$500.00} transaction to another bank account using the debit card, it said that the card was inactive. I then went online and tried to transfer {$500.00} from savings to checking and the system reflected that I had no active accounts. I immediately called XXXX and was informed that my accounts were placed on hold on XX/XX/20. I asked why and the agent referred me to call the operations loss prevention fraud hotline at XXXX. It was after XXXX XXXX so I wasn't able to speak to anyone. I asked her WHY would my accounts be placed on hold if I have done NOTHING? And EVERY transaction was submitted in a BRANCH with a teller? She apologized so many times that it XXXX me off even more because she knew that it was some XXXX XXXXXXXX! I received NO PHONE CALLS OR WARNINGS ABOUT THIS! I then check all of my unopened mail only to find a letter dated for XX/XX/20, ONE DAY AFTER ACCOUNT OPENING, BUT DATE STAMPED OR POSTMARKED FOR XX/XX/20 ADVISING ME TO CONTACT THEM VIA PHONE, BY STEPPING INTO A BRANCH BEFORE XX/XX/20 TO VERIFY THAT IT WAS ME WHO ACTUALLY OPENED THE ACCOUNTS OR THE ACOUNTS WOULD BE CLOSED! So I'm extremely XXXX because 1. the accounts were opened at a branch who already verified my identity! 2. the bank is holding my money that I deposited ALSO AT A BRANCH WHO VERIFIED MY IDENTITY. 3. PLACED A HOLD ON THE ACCOUNTS BEFORE XX/XX/20! 4. the bank NEVER attempted to CALL me regarding this BUT called me for other miscellaneous, UNIMPORTANT information! I am requesting that the hold is lifted IMMEDIATELY ON BOTH ACCOUNTS! THAT THIS BANK FIX IT'S PROBLEMS AND COUNTLESS ERRORS! That I am provided the {$500.00} bonus automatically due to their COUNTLESS inconveniences! That I am no longer required to deposit {$15000.00} into the savings or setup direct deposit for the checking! That all monthly service charges or fees are waived for the duration life of the accounts being active because now I don't trust them to do what they're supposed to do! {$1200.00} is a lot of money to play with BUT imagine them playing with {$15000.00}? I would totally lose it! They want me to deposit {$15000.00} which I was in the processing of doing only for them to make up some more XXXX XXXXXXXX and excuses to hold my money and accounts! They make the MOST mistakes and have no empathy or compassion for the lives that they are ruining! TAKE THE HOLD OFF OF MY ACCOUNTS NOW! DEPOSIT THE {$500.00} BONUS MONEY INTO MY ACCOUNTS NOW! ADD A FEE WAIVER ON MY ACCOUNTS TO PREVENT ANY FEES FROM BEING ASSESSED OR CHARGED FOR THE MINIMUM BALANCE NOT BEING MET DUE TO YOUR ERRORS! I HAVE ALREADY SUBMITTED THE REQUEST TO CANCEL MY DIRECT DEPOSIT TO CHECKING!

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 non-monetary relief