Consumer complaint received 2020-11-20
Company: Experian Information Solutions Inc.
State: ID
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Issue with company is that when accessing " Dispute Guide '' and selecting " Start a New Dispute '', an error comes up with " We're experience technical difficulties and can not access your report at this time. Please try again later ''. When selecting an account to " dispute this account '' an error comes with up with " We are currently unable to process your request. We've been notified and will actively work on fixing the issue. Please try again later. '' Issue has been ongoing for nearly 8 weeks. Following actions were taken to rectify issue : Spoke with company on multiple occasions. Tried multiple platforms with same error. Had a total of 11 IT tickets submitted from the company. Member services is stating that issue is Dispute Center. Dispute Center is stating it is Member Services. Log of calls and actions listed below. 

Ticket # XXXX original ticket filed XX/XX/XXXX Ticket # XXXX new ticket filed XX/XX/XXXX Tickets issued by membership services Ticket # XXXX new ticket filed XX/XX/XXXX Ticket issued by XXXX at membership services tried experian.com/dispute- same error. Not able to access report. 

Ticket # XXXX-new ticket by membership servicesXXXX XXXX in XXXX XXXX XXXX for screenshots Spoke with dispute center-XXXX on XX/XX/XXXX to have " XXXX '' removed. Said it would take 24-72 hours to correct. Once corrected then try dispute center again. If not working then have Dispute Center open IT ticket. 

Spoke with dispute centerXXXX on XX/XX/XXXX. He updated information to reflect middle name. Stated that it would be updated in 30 minutes to start disputing things online. He mentioned that it was in regards to 13 names showing up " XXXX '' or " XXXX, XXXX ''. 
Results received via email. When trying to access report an error code comes up with " We were unable to honor your request. If you entered your credit card information, we did not charge you. '' Spoke with XXXX XXXX very nice ) -dispute center. Stated that the issue would be with membership services for being unable to login. She stated that it was not good that they were giving me the run around and she saw 11 tickets open for the issue. She stated that it would be best to speak to a supervisor. She mentioned that she would file a complaint with management as to getting the run around. Transferred me to a supervisor. 

Spoke with a supervisor ( no name given ) who was very rude. She stated that the issue will be escalated with Dispute Center. However no timeframe given for resolution. Supervisor stated to dispute over the phone or mail. Tried giving them the steps on how error was being received- they didn't care. The supervisor kept repeating to file via mail or over the phone. Asked if they had an estimated timeframe for resolution, supervisor 's response- '' No and we will not create further tickets for your issue ''.

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