Consumer complaint received 2018-03-21
Company: Experian Information Solutions Inc.
State: CA
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:
On XX/XX/XXXX, I reviewed my credit report from XXXX XXXX and noted my open credit card account was being reported as " Closed. '' I noted this error occurred around the same time as when XXXX XXXX XXXX XXXX XXXX was acquisitioned by XXXX XXXX XXXX XXXX. Later that evening, I contacted the branch office directly via telephone and was forwarded to XXXX XXXX XXXX   collections department where I was informed by a staff member that I needed to submit a letter to their department requesting XXXX XXXX XXXX XXXX to " accurately '' report my credit card account to the credit bureau in order to fix the credit report error. They said the information may have been lost in a " glitch '' of transferring all the client 's accounts during the acquisition in XXXX. 

On XX/XX/XXXX, I walked into the XXXX branch office where the assistant branch manager, XXXX, assisted me in electronically forwarding a scanned copy of my signed letter to the collections department requesting they " correctly report '' my credit card account information to Experian, their designated credit reporting agency. 

On XX/XX/XXXX, I contacted XXXX from the XXXX XXXX XXXX XXXX XXXX branch via telephone and he assured me the collections department " was still working on it '' and could take up to one month to process the request. 

In early XXXX I walked into the XXXX branch again and learned XXXX was transferred and no longer working at this location. XXXX XXXX offered to assist me in confirming my credit card account was now being reported to Experian, as it needed to be. However, he was unable to confirm this information with the collections department as they did not answer his call or email. He assured he would follow up with me later and let me know the outcome. 

On XX/XX/XXXX, I emailed XXXX XXXX requesting to know whether he had in fact heard back from the collections department. On XX/XX/XXXX, he replied by stating " Everything should be reporting regularly now. '' However, I responded and I asked again whether he received clear confirmation from the collections department whether this was accurate or not. On XX/XX/XXXX he replied once more and indicated he would follow up once again to make sure. However, I never heard from him again. 

In mid-XX/XX/XXXX, I attempted to get help at another XXXX XXXX branch and spoke with Financial Service Specialist XXXX XXXX in XXXX who also attempted to contact the collections department in order to assist me in verifying the credit card account was in fact being accurately reported now, however she too, was unable to reach a representative and informed me she would follow up with me later via telephone. However, when she contacted me later she indicated XXXX XXXX XXXX XXXX was in fact reporting accurately and if there should be an error, it would on the credit bureau 's fault, Experian. 

In XX/XX/XXXX, I pulled my own Experian credit report from XXXX and noted that my credit card account was still not being reported accurately. It still showed as " closed '' under XXXX XXXX XXXX XXXX XXXX with no active transfer of the account to XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX, I again pulled my credit report through XXXX XXXX and noted that the account was still not being reporting accurately. On this day, I mailed a formal request to Experian requesting they investigate the matter and make the correction to my credit report. 

However, on XX/XX/XXXX, I received a response in the mail from Experian indicating the results of my dispute were " unable to honor your request to place credit information into your personal credit report '' and referred me back to the originating credit union. 

To this date, my credit card account, which is in excellent stating, is still not being accurately reported to Experian as required by law per the Fair Credit Reporting Act and XXXX XXXX XXXX XXXX has made no attempt to rectify this 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 explanation