Consumer complaint received 2021-05-07
Company: Experian Information Solutions Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/2021, yesterday, I signed up for the Experian XXXX service, which scans various consumer financial accounts for on-time utility payments in order to increase consumer credit scores. After several qualifying transactions were found in my XXXX XXXX accounts, my score was boosted from XXXX to XXXX. As I continued to explore the Experian website for other tools and information, I was repeatedly bombarded by the claim " Take your new FICO score out for a spin! See what new credit cards you are best matched for '' ( as well as the screen to enter credit card information to subscribe to Experian 's premium service - that's literally the welcome screen any time I log in, and I must scroll to the bottom of the page to decline this " offer '' ). I clicked on this link to take my new score " out for a spin '' and, although I wasn't in the market for a new credit card, I was intrigued by what was described as a 97 % match between the card issuer requirements and my credit information. Here 's what it said, and still says at this moment, word for word : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- You are matched to this offer! 
We've done the research so you don't have to. Our technology works directly with the financial institutions to match you to the offers from our partners that are right for you, which means you are more likely to qualify for the products that are Matched for You. Our list is more personalized that other sites because we review lender requirements before showing you offers. We find your best matches using things like your credit profile and your spending habits. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I went ahead and applied for this card, the " XXXX it XXXX XXXX XXXX', was instantly rejected, saw the hard inquiry on my credit report, and my score went down to XXXX. Now, while my score is 2 points higher than it was before I used Experian XXXX, the initial 5 point boost does not give Experian the right to then cause damage to my score in its pursuit of revenue from XXXX. Experian, of all organizations, should not be permitted to engage in such phishing/predatory activity and false advertising at the consumer 's expense. 

Today I called Experian about this, spoke to a representative who kept repeating that they can not remove a hard inquiry - although I said I know this and would simply like to know how they will rectify the damage they caused to my credit. I asked if I should go ahead and file my CFPB complaint ( she had never heard of the Bureau ), and she said that how about if she files a complaint to Experian, about Experian, with the hopeful result being that they will improve the website. I asked multiple times if I could please speak with a supervisor, and she changed the subject each time.

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