Consumer complaint received 2023-03-14
Company: Experian Information Solutions Inc.
State: TX
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:
I submitted an Identity Theft police report to Experian, and a dispute for four accounts, ( XXXX XXXX XXXX Account # XXXX, XXXX XXXX XXXX Account # XXXX, XXXX XXXX XXXX Account # XXXX, XXXX XXXXXXXX XXXX  Account XXXX XXXX ) and 5 hard inquiries ( see attached identity theft report ). The dispute was opened by Experian on XX/XX/2023. The 5 hard inquiries were removed within 48 hours, but the four accounts remained. So, after the four business days I called Experian on XX/XX/2023, to seek why the accounts were not blocked within the four business day 's, and a representative from their fraud department stated the Identity Theft Report ( Police Report ) was not attached to the dispute when the dispute was opened. But that can't be true because, they blocked the 5 hard inquiries within 48 hours after opening the dispute, which the inquiries were listed on same the Identity Theft Report, as the four accounts listed above. Moreover, I mentioned I received an email from Experian stating my identity theft report was incomplete, so the fraud representative from Experian looked at the Identity Theft Report and told me everything looks clear, and is complete. Additionally, the representative stated I should allow them to close that dispute and reopen another dispute, thus, allowing them to attach the Identity Theft Report. This occurred on XX/XX/2023. After speaking with the fraud representative from Experian on XX/XX/2023, they stated I needed to wait the additional four business days before the account could be blocked because they re-opened the dispute on XX/XX/2023. So, I gave Experian the additional four business days to properly conduct their investigation. On XX/XX/2023, I was notified via alert thru the Experian app that XXXX Account # XXXX was blocked, which was one of the 4 accounts listed on the Identity Theft Report. On XX/XX/2023 at XXXX I called Experian again to see why they had only blocked 1 of the accounts, and not the other 3. The fraud department representative stated that after review of the 3 accounts, they did not meet the " guidelines '', but the other account did. I asked for further clarification, but the representative could not give me any more information. After hanging up with the Experian Representative I was notified via email that my dispute was reopened, and that XXXX Account # XXXX was unblocked from my consumer report. I am making this complaint because Experian is not following the Fair Credit Reporting Act ( FCRA ), and is violating my Congress given rights in the form of the FCRA. I have followed the law in disputing these accounts listed above, but Experian believes to twist the law however the seem it fits their narrative. I believe a thorough investigation by the United States Government should be conducted on Experian. The consumer bureaus have been found time and time again to be breaking consumer laws, and there is no difference here. 

Experian has the signed and notarized copies of attached documents.

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