Consumer complaint received 2020-10-30
Company: Experian Information Solutions Inc.
State: CO
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 an ongoing one with Experian, and to-date, has not been resolved. The creditors I reference in this complaint have done their part to try and assist me in correcting the errors on my credit report, and the process was efficient and successful with XXXX  and XXXX  however, after numerous phone calls, disputes, follow-ups, and various other correspondence, the issue persists and I have grown tired of their carelessness and complete disregard for their customer 's EXTREMELY important information. At the beginning of the year, I fell very ill with COVID and spent several weeks in the hospital. Sis as something I had not planned for, I was unable to take all the precautionary measures that I would have, should I have known what I was about to endure. Fortunately, my parents are aware of all my financial obligations and responsibilities and by simply knowing me, have the master password for my computer an all bookmarked account pages. They were instrumental in preventing total and utter destruction of my financial house while I was in a coma. There were two issues that I had already been dealing with when I fell ill and unfortunately the misunderstanding that took place between me and my creditor was overlooked and left incomplete. Both my XXXX XXXX  - The XXXX XXXX card as well as my XXXX XXXX Platinum card reported late payments during this time, even though we had been on track to update some of the information that would have prevented this - and those creditors have been extremely helpful in trying to reach a resolution. My parents were not aware of the conversations I had so they were obviously unable to follow-through on the arrangements that were underway. Over the past several months, I have spent HOURS, if not DAYS, trying to correct the information that both I, as well as my creditors are on the same understanding about, but Experian refuses to assist us in our efforts. Working through the SAME issues with XXXX  and XXXX was a breeze - but numerous phone calls ( each with a 15 minute hold time and 10 minute dial menu options ), as well as several disputes and multiple letters and correspondence, the simple issue has not been resolved. I don't fully understand what the issue is that is preventing Experian from doing their job as the middle man - but my creditors and I are both in agreement and have sent multiple requests to have this corrected to no avail. The disputes I have filed are : REPORT # XXXX, REPORT # XXXX, REPORT # XXXX, REPORT # XXXX, REPORT # XXXX. EXPERIAN IS PRACTICING UNETHICAL BEHAVIOR. The phone calls I have had with XXXX ( XX/XX/20, XXXX ( XX/XX/20 ), XXXX ( XX/XX/20 ), and XXXX ( XX/XX/20 ), have ended with them hanging up on me when I ask for a supervisor, or in the case of XXXX - he told me that one of my requests was scheduled to be resolved on XX/XX/XXXX ( I called them after recognizing that no changes had still been made ). I realize that as a consumer, I have the right to ask for evidence that they followed-through on the investigations so I followed-up as instructed with written letters asking for the information they claim " verified '' my accounts and never heard anything back ( I believe they have 15 days ). I went through the last step because I KNOW FOR A FACT, after working with my creditors, that they would not have provided anything to the contrary of what we had discussed - in fact they provided just the opposite of that which were letters requesting the updates be made. One representative told me that they receive too many " supporting documents '' sometimes they lose track of which ones they belong to. Another told me they straight up " didn't have what I claimed to have sent '' which was a copy of the letters I received from my creditors stating that they were correcting the erroneous information! I also knew this representative was lying because the other representatives I spoke to were able to pull up the documents in question! I also knew they had to have it because the first time I submit my dispute I received a letter from Experian stating they verified the information and " do not dispute again without supporting documents '' - which I did ( I know they didn't verify with the creditor ), so their system wouldn't let me even submit a dispute without an attachment - and I included the letters I received from my creditors stating what we were both telling Experian - and still NOTHING. I have repeatedly asked to speak to supervisors and XXXX refused to connect me - stating the only thing that could be done is to open an additional dispute and RESUBMIT the same paperwork that had already been sent to them by multiple parties numerous times! This is reckless and these people should not be let anywhere near anyones social security numbers. XXXX 's employee badge that I was able to get is : " XXXX ''. Why have I not received any correspondence with the information I requested which I am legally entitled to and know for a fact they are not in possession of? One of the representatives ( there were many more but I only started keeping track the last few times when I realized that they were going to make this as complicated and stressful as possible ) let me know that even though I submit a dispute - they are able to " re-classify '' it as something else without informing me? Is this a corrupt way to skirt the system? Also, another representative told me some excuse about which option I select in the dropdown menu they provide determines where my " supporting documents '' go - I choose the selection that best fits what I am doing - how they process that information IS NOT MY PROBLEM. When it comes down to it, they are not on the consumer 's side and are as corrupt as they come. These people refusing to do their jobs with the full realization that they are playing with peoples livelihoods and futures and with no regard or remorse. How is this legal? I have contacted several attorneys and will proceed with legal proceedings should this issue not get resolved. They should not continue to be able to XXXX with people like this, I set out to take care of a simple task because I am in the process of mortgage approval and have lost several homes because this issue persists!! This company is crooked and corrupt and those aren't even my feelings about the endless conflicts of interest that these bureaus have, yet we leave so much in their hands. It is my legal right, which they have so far denied me, to receive whatever information they claim to have - which I know is nothing since I have been in contact with my creditors. Experian is like the child who lies to their parents and instead of just coming clean " no we did not complete the first investigation into your dispute '' they decide to lie and lie and make up stories and prolong the inevitable and I'm sure most people give up because dealing with them is exhausting. Their time is up after numerous disputes and 30 days and 15 days and 30 more days etc. and at this point I am entitled to have those items removed from my report with or without my supporting documents, which they probably have 18 copies of by now anyway. I NEED THIS ERRONEOUS INFORMATION REMOVED.

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