Consumer complaint received 2018-05-15
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
The first time I submitted this report Experian completely blew me off and intentionally ignored the issue that they solely created for me by losing all of my credit history and score. Since I did not post it publicly apparently, they felt no need to fix the errors or even address the issue they have in my credit report that is now causing me financial hardships. Again, this is what I need Experian to address and not to completely blow me and the cfpb off this time with a bunch of gibberish that doesnt apply to the problem they and only them created for me. 
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Several months ago, I went in to my local credit union ( XXXX ) to open a new account. I was told after they did a hard check on my Experian report that I had a credit score of 0 with no credit history. I was told I did not meet their minimum qualifications for a standard account and was given an account for people with bad credit. I attempted to explain that it has to be a mistake I am in my mid XXXX and have years of credit history and that the last time I had checked I had an Experian score with a credit history. I received little assistance and was told that is what they have to go off of. I went home and attempted to get my credit report online from Experian to be told that there was a discrepancy with my address that I live at and what they have on file and would have to get the report in the mail. I filled out the form to get a copy mailed to me just to receive a letter again saying that there was a discrepancy with my address that I live at and what they had on file. 


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Several days ago, I went back my credit union and asked if they could check again because I need to re-finance my mortgage with them. Again, they pull up the Experian score to say I have a credit score of 0 with 4 months of credit history. I again explain that just is not the case and that I have a credit score and credit history well beyond 4 months. The credit union employee gave me the Experian number to call and told me there was nothing they would do to help and I would not be able to get a loan with them or even a normal account. I went home and attempted to get my free report and was denied again for the same reason my information did not match up to what they had on file. So, I signed up and paid for their Experian CreditWorks program and became a premium member. I was instantly given access to my credit reports. After comparing the Experian report to XXXX and XXXX I learned that I did in fact have a credit score and both the other two agencies had over 12 years of history that was missing from the Experian report. I called Experion two times that day to be told the same thing by both the customer service people I spoke with that obviously nobody reported anything to them in the last 12 years. I told both CSRs that that was not the case and that the last time a looked at my credit report I had a score and history with them. In both calls I was given no helpful assistance or resolve to the glitch on their end. 
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The next day I went back to the credit union this time with printouts of all three reports showing them that there was an error on the Experian report using the other two as evidence. I was again told there was nothing that they would do because they only use Experian. I went home and again called Experian just to be told by the representative I was speaking with the notes on my account say that I have been informed that the Banking institutions that I no reported to them did not or it would be there on the report. After getting nowhere for the third time with Experian I hung up and called back complaining to a different department about the service a was receiving. The account specialist I was speaking with this time asked permission to view all three reports to see the discrepancies in the reports. She agreed that a mistake was made but wasnt sure how she could be fixed so she transferred me to their appeals department so they could correct their mistake since she didnt know how. After being transferred I was again told the mistruth that they were never reported to them. I again informed them that they had been, I had viewed them on their report in the past and all three lending institutions loan records had been on their report along with a credit score. I was placed on hold for a while and was then told that they must have dropped off after the 10-yeaXXXX period. I informed the Experian representative that if he looks at the dates of all three the missing reportings that he can see they are all within the time frame and that the other agencies also used the same time frames and they havent dropped off. I was placed on hold again just for him to come back to be told there was nothing they could do. 

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I have until the beginning of XX/XX/XXXX to get this corrected so I can re-finance my home. If not, I am afraid I may lose it. Thank you for your assistance it is greatly appreciated. 
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This is the blow off response on this federal website I received from them that did not address a single one of the issues their mistakes are causing me. To this date I still do not have a credit score that with them or history that a banking institution can see. 
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Thank you for submitting your complaint on XX/XX/XXXX, through the CFPB Complaint Portal. We appreciate consumers who take the time to let us know about their experiences with our company. We have reviewed and considered the information you have supplied through the CFPB portal and directly to Experian. In your complaint, you indicated that you went to apply for credit and was told you did not have a credit score. You have would like the negative items removed from your credit report. Our records indicate that you were forwarded a XXXX score on XX/XX/XXXX, which your score was XXXX out of XXXX. The top three factors were : You have too few accounts, date opened your oldest account is too recent, and too few bankcard or other revolving accounts have high limits. Unfortunately, at this time, we are unable to process your dispute or disputes, as it is not specific. If there is information appearing on a credit profile that is believed to be inaccurate or incomplete, we must have a specific dispute. We are in the process of mailing you a current copy of your personal credit report for review. Please note that mailed correspondence may take up to 10 days for delivery through the US Postal system. In order to properly address your concerns, please contact Experian directly with your specific disputes, along with the names and/or account numbers of the items being disputed and we will proceed accordingly. A credit score is  based entirely on the information found on a personal credit report. Any change to a credit report could affect the score. It is impossible to provide an accurate assessment of how one specific action will affect a credit score. A credit score is a fluid number that changes as elements on a credit report change. A credit score may be different from lender to lender depending on the type of credit scoring model used. Experian and other designers of credit scoring models will not disclose the formula used to calculate a score because it is proprietary information. The credit score is a mathematical summary of the credit history using sophisticated statistics and mathematical equations to calculate the summary. Numerical values are assigned to various pieces of information in a credit report, resulting in the credit score. The interpretations of credit scores differ according to the need and requirements set by the various credit grantors, and may indeed vary on a daily basis. Similarly, different credit grantors can view the same credit score differently, depending on their experiences with other consumers scoring in the same range, their marketing plans, their business niche and many other factors. Please keep in mind that the scores are generated based solely upon the credit guidelines determined by a potential credit grantor. Scores reflect credit payment patterns over time with more emphasis on recent information. In general, a score may improve, if you : Pay your bills on time. Delinquent payments and collections can have a major negative impact on a score. Keep balances low on credit cards and other " revolving credit. '' High outstanding debt can affect a score. Apply for and open new credit accounts only as needed. Dont open accounts just to have a better credit mix it probably wont raise your score. Pay off debt rather than moving it around. Also dont close unused cards as a short-term strategy to raise your score. Owing the same amount but having fewer open accounts may lower your score. We can not advise you specifically how to raise your score, or how changes to your credit report might impact your score. If you feel that your score does not accurately reflect your credit history, please review your personal credit report. If any information is inaccurate, please contact us and we will promptly address your concerns. If the dispute process results in a change to your credit report, your score may or may not be impacted when you request a new credit score report. For additional assistance, you may call the toll free telephone number provided on your personal credit report obtained directly from Experian, or write to Experian at XXXX. XXXX XXXX, XXXX, TX XXXX. For more information regarding your credit and frequently asked questions, you may visit : http : //www.experian.com/XXXX. Thank you for submitting your complaint through the CFPB Complaint Portal. It is our policy to respond to consumer complaints swiftly and to take each complaint seriously. We appreciate you letting us know about your experiences with Experian. 
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This was my response to them on this site. I never heard another word back from Experian. 
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Your feedback ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... 

THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES, No ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... 

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You completely failed to address the problem that you lost all my credit history. This needs to be rectified so I can refinance and keep my home. So Again this is the issue. If you don't mind please read it this time and respond appropriately the problem that you and you alone have caused me. 
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Several months ago I went in to my local credit union ( XXXX ) to open a new account. I was told after they did a hard check on my Experian report that I had a credit score of 0 with no credit history. I was told I did not meet their minimum qualifications for a standard account and was given an account for people with bad credit. I attempted to explain that it has to be a mistake I am in my mid XXXX and have years of credit history and that the last time I had checked I had an Experian score with a credit history. I received little assistance and was told that is what they have to go off of. I went home and attempted to get my credit report online from Experian to be told that there was a discrepancy with my address that I live at and what they have on file and would have to get the report in the mail. I filled out the form to get a copy mailed to me just to receive a letter again saying that there was a discrepancy with my address that I live at and what they had on file. Several days ago, I went back my credit union and asked if they could check again because I need to re-finance my mortgage. Again, they pull up the Experian score to say I have a credit score of 0 with 4 months of credit history. I again explain that just is not the case and that I have a credit score and credit history well beyond 4 months. The credit union employee gave me the Experian number to call and told me there was nothing they would do to help and I would not be able to get a loan with them or even a normal account. I went home and attempted to get my free report and was denied again for the same reason my information did not match up to what they had on file. So, I signed up and paid for their Experian CreditWorks program and became a premium member. I was instantly given access to my credit reports. After comparing the Experian report to XXXX and XXXX I learned that I did in fact have a credit score and both the other two agencies had over 12 years of history that was missing from the Experian report. I called Experion two times that day to be told the same thing by both the customer service people I spoke with that obviously nobody reported anything to them in the last 12 years. I told both CSRs that that was not the case and that the last time a looked at my credit report I had a score and history with them. In both calls I was given no helpful assistance or resolve to the glitch on their end. The next day I went back to the credit union this time with printouts of all three reports showing them that there was an error on the Experian report using the other two as evidence. I was again told there was nothing that they would do because they only use Experian. I went home and again called Experian just to be told by the representative I was speaking with the notes on my account say that I have been informed that the Banking institutions that I know reported to them did not or it would be there on the report. After getting nowhere for the third time with them I hung up and called back complaining to a different department about the service a was receiving. The account specialist I was speaking with asked permission to view all three reports to see the discrepancies in the reports. She agreed that a mistake was made but wasnt sure how it could be fixed so she transferred me to their appeals department so they could correct it since she didnt know how. After being transferred I was told that they were never reported to them. I again informed them that they had been, I had viewed them on their report in the past and all three lending institutions loan records had been on their report along with a credit score. I was placed on hold for a while and was then told that they must have dropped off after the 10-year period. I informed the Experian representative that if he looks at the dates of all three the missing reportings that he can see they are all within the time frame and that the other agencies also used the same time frames and they havent dropped off. I was placed on hold again just for him to come back to be told there was nothing they could do. I have until the beginning of XX/XX/XXXXto get this corrected so I can re-finance my home. If not, I am afraid I may lose it. Thank you for your assistance it is greatly appreciated. 
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I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT, No ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .. 

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It reads like I was sent a bunch of gibberish at XXXX XXXX on Friday that does not address or even acknowledge the issue they and they alone have created for me. 
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THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT, No ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

ADDITIONAL COMMENTS ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... 

They didn't say they would do anything but again attempted to deflect the problem they gave created for me. This is unacceptable.

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