Consumer complaint received 2020-08-07
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:
I submitted initial disputes with Experian on XXXX XXXX online. To date I have not had erroneous information updated/deleted. I have provided proof of payment in form Of an official pay-off letter for 2 debts I had. I uploaded the official letter as proof in order to update these accounts as paid in full with {$0.00} balance, however Experian continues to reverify all the information as current. 
I have contacted the creditor and have email communications in which they attest to having updated Experian accordingly and verifying that I did indeed pay and that both accounts of XXXX are closed and {$0.00} balance owed. 

On XX/XX/XXXX, and again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and finally again on XXXX. 

XXXX XXXX I also disputed account XXXX & XXXX as not mine. They list me As a authorized user. I dont have a card Im Not authorized, I dont have contact with anyone with the mentioned accounts, yet Experian continues to report this the entire year affecting my Credit score gravely as the person With the XXXX card had a high credit usage. 

To make Matters worse on XX/XX/XXXX, after being Deducted points throughout the entire year For That XXXX card thats isnt mine, I received dispute results from Experian once Again for all The above mentioned accounts and due To Experians Poor management and lack of communication, I was dinged 27 pts off my FICO score. I was in the process Of buying my First Home For my Family. I am A XXXX XXXX, leader in my community, and true advocate for things right. Experian has abused their reporting power & caused grave damage to my Credit report and FICO store. I am entitled to have my points stolen From me for no Reason. 
Every time Experian updated the disputes I started, they would Update the report Once Again with erroneous information making my Score drop significantly to POOR in just a few weeks. I am working hard and working to stay alive with COVID, while saving lives, the last thing I need is to have my Future Jeopardized because of a antiquated reporting credit system that is not consumer friendly nor visible in the community. 

In addition, I continued to escalate my issues. I couldnt fathom that Experians review team could be neglecting the actual content of the letter proof I submitted, and simply deny the review I requested. 

Finally XXXX XXXX I had the epitome Of worst service ever. I called to follow Up on all these items, I was on the phone with XXXX ( who was amazing ) on the first call. She then transferred me to disputes in which I spoke and gave all my information to an agent. The agent mentioned he was new at this and asked for patience, of course I was understanding. After explaining the Entire scenario he took a long Time to speak to his supervisor in order to get approval to delete the erroneous information since I have already submitted hardcopy information which they were able to verify on their end. He then advised me that he was going to authenticate the accounts To delete them and that I would have to stay on the line with him but you please give him time as he was new in this and wanted to make sure he did it right. I knew he was struggling as I heard a mumbling under his breath and sighing as if he was having trouble doing whatever he was trying to do. Finally after a 1 hour 45 min call the line dropped. And no one ever called me back. I Almost lost hope, I tried again, and to my dismay after going thru the entire scenario with another 4 other agents, dispute agents into our call he hung up the line and we were disconnected by agent XXXX & XXXX. No one has called me back. I have screen shots of all my calls today, I have written receipts and proof of the collection items still reporting even after submitting hard proof evidence. I have sent and corresponded with the Experian XXXX team they route me to the phone And when I call The phone they hang up after investing my time. I am a XXXX XXXX I devote my life to giving the best service each and every day and in my line of work its hard to keep up your morale when you had to skip XXXX XXXX breakfast because your doing XXXX  on the XXXX  of a little girl who is XXXX. So I take my job with pride and Experian must do the same. We, they, are public servants that aim to not only protect us but also protect our credit from erroneous or wrong information. 

I thank you for your time and understanding and hope This situation is an outlier and not a trend for Experian as it would be quite disappointing & scary how my personal information is in the hands of incompetent & unprofessional employees who hang up, Dont document, dont follow up on dropped calls, and Im an Experian Member, can you imagine how non members are treated? I am so hurt by this. It leaves little faith and makes the invisible world of credit reporting even More shady & not aligned with their companys goal or mission.

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