Consumer complaint received 2019-07-18
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My account was reported as past due but I wasn't able to contact them due to system issues on their end. Credit repair promised and not executed. 
I tirelessly attempted to contact XXXX in XXXX yo notify them of my new contact information and make payments. Their system was sending me through loops, I would wait on hold for 2+ hours just to be disconnected. This persisted for weeks and weeks. When I finally reached a representative, on a recorded line, they acknowledged the issues with their system and promised to fix my credit report. That was in XXXX of XXXX and the credit repair still has not been done. I've followed up multiple times, still no resolution. This was all said on recorded lines. I'd like XXXX to be required to provide me with copies of those audio recordings from the calls so that I can take legal action to have them perform the credit repair they promised they would do since this all happened due to their systemic issues. They told me on their recorded line they would fix the damage they caused to my credit and they have not made a single correction to date. Anytime I call to inquire about this, they always tell me they need to wait for a supervisor to be available and that one isn't available now so they'll have to call me back. This continues to be their story. I've hired assistance in this matter, I want them to either fix my credit report ASAP or send me the audio recordings for all calls between myself and them from XX/XX/XXXX through to today 's date so I can take alternative action to have this matter addressed and have my credit report corrected.XXXX was having systemic issues that preventing me from being able to communicate with them. I attempted to call on multiple occasions, I have phone records to back this up. At least 4 separate times, I called and was on hold for over an hour or more ( for over 2 hours on one occasion ) waiting to speak with a representative but the system would ultimately disconnect me. I tried to update my address, but was locked out of my on-line account. I had also told XXXX two times prior to this event that if they contact me during my work hours that I will not be available and provided them with those hours, however the only times they attempted to contact me were within my work hours when I could not speak with them. There is a recorded call where a reprsentative told me they would perform the credit repair. If XXXX is not going to follow through with their promise, then I demand a copy of that call along with all subsequent calls made to them to discuss this matter for my records so that I may take further action. I expect to have copies of these recorded calls no later than XX/XX/XXXX. They can be sent to me directly via e-mail or through a shared drive or another means of delivery. 
I have also called back since the XX/XX/XXXX conversation and a representative confirmed on our call that they pulled the prior recordings and found that I was told that this would be rectified, but the representative was unable to do it herself and needed a supervisor to assist. That was approximately XX/XX/XXXX. I would like copies of all of these recorded conversations so that I can pursue alternative action if XXXX does not rectify this.

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