Consumer complaint received 2020-11-03
Company: Experian Information Solutions Inc.
State: MI
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
As of XXXX XXXX Experian will not allow me to dispute information for accounts listed in my credit file if the account has been previously disputed within some period. Per their website : " You have previously disputed this item. Pursuant to Section 611 ( a ) ( 3 ) ( A ) of the Fair Credit Reporting Act, we will not process a duplicative dispute. If you have new or different information that is relevant to your dispute, you can upload supporting documents by using the button below. Alternatively, you can add a statement to this item or cancel your request below. You may also wish to contact the data furnisher of this information regarding your dispute. '' To be clear, the eOSCAR code may be the same, but may cover a different time-frame than the last dispute. Furthermore, I am forced to the find the best match or use the " other '' field when providing the reason for my dispute. Note that not ALL e-OSCAR codes are available for selection when submitting a dispute. 

The provision is that the dispute may be processed if I upload additional supporting documentation. Experian 's system rejects ANY PDF or TIFF document I may upload and issues error : " Important Note : We were unable to upload your document ( s ) successfully. This site will accept up to XXXX documents in PDF or TIFF format totaling XXXX megabytes. Please review your request and try again. You may also submit your documents by mail to Experian, XXXX XXXX XXXX, XXXX, Texas XXXX using this form. '' That statement is issued even when the file size is under the limit of fifteen ( XXXX XXXX megabytes. 

In general a CRA verifying disputed information thru an automated system that may be the source of the error is not verification of accurate information, as a system supplying the information thru an e-OSCAR subscription only implies the system submitting the information is consistent. The system handling billing and accounting may be independent of the system handling e-OSCAR subscriptions and the XXXX systems may not be reconciled on a periodic basis.

The fact remains that we are in the middle of a global pandemic and Experian has configured its systems to control, the amount of information that any consumer may dispute over an undisclosed period of time. Their instructions compel an individual to subject themselves to necessary risk during a public health emergency, mailing supporting documents ( with tracking to ensure delivery and receipt ), simply for a consumer to exercise rights of due process under the FCRA. This is despite the fact that Experian, Transunion, and Equifax are providing digital copies of credit reports to consumers weekly due to the financial instability during the pandemic. 

Overall, Experian 's abridgment/ barriers to consumers exercising their rights of due process under the FCRA are being abridged so that Experian does not to succumb to undue burden as defined by Experian. The tactics prevent consumers from being able to have inaccurate or unverifiable information from their credit file in a timely fashion because they are unable to dispute information.

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