Consumer complaint received 2018-03-23
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
My husband and I are currently applying for a morgage loan an need his credit report from Experian in order to continue the process. I have been trying to get a copy of his credit report since XX/XX/XXXX via internet however the system showed his credit as blocked. We tried to unblock it via Experian 's System however there was a problem with the megabytes that did not accept the documents submitted. One the following day ( XXXX ) I called Experian and explained the situation they said that there was no credit report on file for my husband because his creditors are not reporting to them at all. This was really awkward so I took the the liberty of called the creditors with more that are more than 12 months old to ask why are they not reporting. I called XXXX which is our XXXX XXXX Account and was told they report the same to all 3 credit companies at the same time. I called Experian again and told them what the creditor said after a brief hold they changed their story to tell me that my husbands file was there when they typed his name but they input the social security it was not, apparently my husbands file was mixed up with someone else and that would take 3 days to fix. I waited and called them on monday XX/XX/XXXX and spoke with a representative that said he was going to try and expedite our request, I explained to him it was really important because it was the only thing keep us from getting the home loan and the house we were interested in. On XX/XX/XXXX Tuesday I called again to find out the situation of my request, however they had no record of anything and they said it still had to wait up to 5 days. I was really upset and asked to speak with a supervisor, they transferred me to a XXXX and she said that she was going to find out what was going on and that it looked like my husband 's file was mixed but that the file was not solved yet. My husband explained to her that we had talked to someone yesterday and that the file should be fixed already. She said that there was no record of his file and that at that moment that department in charge of the file was closed for the day, she will be speaking with a colleague and she would call us tomorrow between XXXX to give us an up date. The following day Wednesday XX/XX/XXXX around XXXX I called I spoke with XXXX since XXXX was not available she said that after speaking with the mix up department they said they need the document upload in the system in order to expedite the process. I asked asked her to stay on the phone while I sent the documents via their upload system, she did the documents went trough and she said that she would call me the following day. She said based on the information the problem should be fixed the following day. On Thursday I Called in the morning and luckily XXXX answer she said she had not called me because their system was down it was around XXXX. She will be calling me in 3 hours around XXXX my time. By now it was XXXX I called spoke with a guy I was giving him the information and as I was speaking he hung up, I called again and spoke with another guy he said there was no XXXX ( it was my mistake ) there was a XXXX but she was not in the office. I was really upset he asked me to let him help me, so I informed him of the whole situation he said I see the problem I can help you let me fix this while you wait on the line. He put me on hold for about 15 minutes and he hung up on me! I was very upset and I called again spoke with XXXX and explained the whole situation again, I was furious. I asked to speak with a Supervisor to see if anyone else can help me fix this situation. She said that she needs to send a request to fix the problem and to have someone work on it. On her end thats the only thing she can do because the mix up department is the only department that can fix the problem. She explained that her department can not fix anything it was to be send to another department, since there is no access to my husband file she can not see if the request was sent out properly at this time. I asked if I can speak with a supervisor again, she transferred me to XXXX she said that she was going to find out what she can do but unfortunately that department was close for the say she said she will be calling me tomorrow to give me an update. Another day to wait this would be the 5th day already, at around XXXX XXXX called me to tell me the documents I submitted 2 days ago did not go thru, and that I need to submit them again. I did x2 times and took a picture too as proof. My issue has not been solve and I Highly doubt that it will be solved by tomorrow. It is not my fault the files are mixed it is not under my control, I should not have to pay for this problem.

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