Consumer complaint received 2021-10-12
Company: Experian Information Solutions Inc.
State: CA
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: Their investigation did not fix an error on your report

Complaint:
My complaint is about not only the employees at Experian but also about the President of Direct to Consumer, Experian Consumer Services, XXXX XXXX. I sent five letters to Mr. XXXX in an effort to get help with my problem, since the employees were non-responsive, but he neither responded to me nor assigned someone to oversee and correct the problem in a timely manner. 

On XX/XX/21, I called Experian to make a very simple request, namely to update a Visa card number from my financial institution, XXXX XXXX XXXX XXXX. The employee I spoke with, XXXX, told me to disconnect my bank from Experian and reconnect it. As soon as I disconnected it, three utilities were removed from my Boost account and my credit score immediately went down. I was unable. to reconnect my bank because Experian was no longer showing that it was connected to Experian. 

I sent numerous e-mails to Experian because speaking with an employee is impossible. I kept receiving non-responsive e-mails telling me to contact the company that I was having the problem with, even though my problem was only with Experian. I also received repeated e-mails telling me to sign up for Experian Boost, which I could not do because my financial institution was no longer showing up as being connected to Experian. When Experian sends you an e-mail, it is only signed as the Team at Experian. You never know who sent the correspondence. They tell you to call back if there are any questions but they don't tell you what extension to call or how to reach the department that is handling the problem. Their phone system is impossible. to navigate and nobody can help you or tell you how to find the person you are trying to reach. 

Finally, on XX/XX/21, I received the following communication by e-mail, " I wanted to provide you an update from the Boost team. Your financial institution, XXXX XXXX XXXX XXXX, is not showing up on the list of financial institutions, however it should, as they have not been de-certified. We ask that you continue to remain patient as the technical teams sort this out. I will reach back out to you as soon as we have an update. " I have no idea which employee sent this to me because they never tell you who is writing to you. This was the first time I was told that the problem was being worked on, almost a month after I began communicating with Experian about the problem. 

XXXX XXXX is aware of these problems because of the five letters I sent him. He obviously does not care about individual clients because Experian makes its money from the companies who use their services. Individual clients do not matter to him. They need to improve their phone services and they need to provide extensions so that calling the company gets you to the right department. Mr. XXXX needs to train the employees because they wasted almost a month of my valuable time. If I had wanted to apply for a refi or any other type of loan during this conflicted period, I would not have been able to do that and qualify. Their customer service is a joke and I don't know who hired XXXX XXXX unless the company values ignoring clients, in which case, Mr. XXXX fits right in. He is a disgrace. He and his employees need to be trained on how to work with clients and to be more conscientious and responsive.

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