Consumer complaint received 2020-03-07
Company: Fidelity National Information Services, Inc. (FNIS)
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Incorrect information on your report
Sub-issue: Information that should be on the report is missing

Complaint:
On XX/XX/XXXX, I applied to open a checking account with XXXX. I currently have a checking account ( and associated debit card ) with XXXX XXXX XXXX, and have had since XXXX. I planned to use this second checking account ( an interest-bearing account ) primarily as a savings account, with some occasional debit card activity. To my shock and surprise, my XXXX account application was declined - the result of a low Consumer Score ( XXXX ), as XXXX 's minimum acceptable score is XXXX. This low score ( according to XXXX ) was being assigned as a result of information provided by an agency known as ChexSystems. I had never heard of this agency before, but following the instructions provided in the XXXX declination letter, that same day I made an online request to ChexSystems for a free copy of the exact report/information they had provided XXXX. Several days later I received a report from ChexSystems in the mails, with absolutely no negative, derogatory, or adverse information on it! 
Confused, I decided to make an appointment with a XXXX banking representative ( at the local XXXX XXXX office ) - I showed him the ChexSystems report I had received, and he said he could see nothing that would cause concern, and he even " looked '' at my ChexSystems record from the Credit Unions ' access side - then he said something that caused me a lot of concern - he said he had never seen a record like that - that usually there were notations of NSFs or other adverse activities - but on my record, there was nothing. He then suggested that I contact Chexsystems, and try to get an explanation from them. That idea proved to be absolutely worthless, as the ChexSystems rep just told me I could dispute anything on the report - but wait! - what can I do if there's no negative information to dispute?? They also told me I could dispute the previously-assigned score. So I did both those things, but the reports came back with no new information, and the score came back only 3 points higher ( XXXX ). 
I decided to speak to someone at XXXX one more time, to see if perhaps I was overlooking something on the report. I also wanted to try and get some guidance on what my next steps should be. I met with a district branch manager at XXXX 's corporate headquarters in XXXX. This proved, once again, to be an exercise in frustration, as she looked over the ChexSystems report very carefully, but could find nothing of concern. She asked me who I currently banked with, and I told her that I had banked with XXXX  XXXX  XXXX for the last 10 years. After spending an hour with her, as she looked up terms used on the ChexSystems report trying to determine what might be causing the low scoring, the only thing she ended up suggesting is that I go to XXXX   XXXX XXXX, and ask them to file a formal dispute with ChexSystems, as there must be something that they're reporting in error. Of course, she was working under the assumption that XXXX was indeed reporting some misinformation - so my next meeting was with a XXXX   branch manager at the XXXX  branch in XXXX XXXX ( where I first opened my account back in XXXX ). This meeting also became a frustrating experience, as this manager was insistent that the bank was reporting no derogatory information to ChexSystems, so she was not able to dispute anything - once again saying that this ChexSystems report I had was very unusual. Then she actually told me that I should now seek legal counsel and protection under the consumer protection laws, and file a formal complaint under the FCRA. So, here we areI 've been unfairly denied the opportunity to establish a checking account with XXXX because of information provided by ChexSystems, and this financial activity reporting agency has been unable to provide me with verifiable reasons for the low consumer score that I've been assigned.

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