Consumer complaint received 2015-07-09
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Personal information

Complaint:
I had a problem with Experian 's information for a lender shown on my XXXX XXXX report. On XXXX XXXX, 2015, to dispute the problem, I clicked on the link for the Experian website, entered my name, social security number, birthdate and address and clicked. Next, I answered some security questions and clicked. Next, I entered information regarding the lender and clicked. Next, I was able to see some information relative to the lender problem. I clicked to file a dispute. Since I did not have a credit report number, I was unable to continue with a dispute. When I clicked to go back to the previous page, I could not retrieve the previous lender information. 

I returned to the XXXX XXXX website and clicked on the link to the Experian website. I went through the same process as before and was able to get to the lender information, again. I wanted to print or copy - paste the lender information for a hard copy to use in the next dispute step, but the site would not allow it. I clicked to the dispute page again thinking that I could use information from the XXXX XXXX report to file the dispute, but was unable to do so. 

I decided to request a credit report. When I tried to get into the Experian website as before, it would not accept my personal information, so I telephoned Experian regarding what happened and was told that my birthdate had been changed. And when I asked how a birthdate, a vital statistic, regarding a person could be changed, I was advised that it came from a lender that submitted the information, which automatically changes Experian 's information. I advised them that this was unheard of as it would allow identity theft to happen, because a person 's birthdate should not change. If anything, Experian 's system should not have accepted the information when all the information did not match. All they would tell me was to contact my lenders to find the one who submitted the wrong information and have them submit the correct information and/or send a fax of my driver 's license. I advised them that this was their programming problem and that I should not be the one to contact the lenders, they should do it, and their programming needed to change so incorrect information would not be accepted as it could be used for identity theft. There was no response that any corrective action would be taken to rectify this security breach of an individual 's personal information. I then requested to speak with a supervisor and spoke with a woman, XXXX, who gave me the same information and exhibited the same lackadaisical attitude as the previous representative. She did advise she had a dispute letter dated in 2014 that did indicate my correct birthdate. However, it appears that that was not enough to correct my birthdate as she still asked me to fax a copy of my driver 's license. I asked her who I could contact about this problem and to get the programming changed. She advised me to contact the FTC and/or the Consumer Financial Protection Bureau. I then advised her that I would be contacting Experian corporate offices and asked her how to contact them and requested that she should do the same, as it is totally wrong to have a program that allows personal information to be changed through incorrect information provided by a lender. She advised the toll free number for the Corporate Offices and I could get the address from the Experian.com website or file a complaint there, also. 

This complaint is to have all the credit reporting agencies, XXXX, Experian and XXXX investigated regarding their programming relative to a consumer 's personal information that, if it is found that lender 's information supplied to the credit reporting agencies can change a person 's name, social security number or birthdate, the credit reporting agency/agencies must change their programming to not allow such to happen.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation