Consumer complaint received 2020-03-17
Company: Experian Information Solutions Inc.
State: IA
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: Problem with personal statement of dispute

Complaint:
My complaint is regarding the conduct of Experian Credit Bureau and the lack of ability to contact anyone at the organization in order to resolve the issue. The following is a synopsis of the issue : On/about XX/XX/2020, a credit card issued by XXXX  XXXX in my name and in which contained authorized users such as my daughter XXXX XXXX, was closed due to a FRAUD designation being placed with XXXX   XXXX by Experian Credit Bureau. This designation caused a drop in my credit score and that of my daughters credit score, so much so that any loans that were in the process of being considered were denied. This FRAUD designation should never have been placed with XXXX XXXX and the account should not have been closed. 

A few weeks prior to XX/XX/2020 I was checking my credit history, which I do on a regular basis so as to stave off potential threats to my credit history, and I saw a XXXX  XXXX Card on the history which I did initially recognize as mine. I disputed the existence of the card primarily on the grounds that I wanted its existence investigated to determine when it was issued and to whom. When that information was found by Experian Credit, I would then decide as to how to proceed. Rather than follow my instructions, Experian Credit, of its own accord, placed a FRAUD designation on the card, as previously stated. 

My own investigation revealed that I had made an error when I made the initial dispute with Experian Credit on/around the  intervening week prior to XX/XX/2020. The card had been issued to me some five ( 05 ) years prior but I had not used it in quite some time so I forgot about its existence. My daughter made regular and consistent payments on the account in accordance with her usage of the card for business purposes and the card was in good standing when the account associated with the card was closed. 

Subsequent to this card being reported as FRAUD and the account closed, I have been in contact with XXXX XXXX about the issue. I did lodge a formal complaint with XXXX  XXXX Fraud Division, stating that I never reported the card as FRAUDULENT and that it should not have been reported to them as FRAUDULENT. XXXX XXXX was going to file an internal dispute of the matter to correct it. They did advise that if granted, the account could not be re-opened but a new account and card could be applied for. 

I have tried, in vain, to contact Experian Credit and resolve this issue but every phone number available was met with an automated message and no prompts were available on the automated message that would connect me with a customer service rep with the company so that I could speak directly with them. I tried to locate a phone number for the corporate office of Experian Credit and every phone number located on-line or provided to me by various other entities led to only an automated message with no prompts available in which to speak with a human customer service rep or company executive. I did write to Experian Credit and expressed my frustration with the lack of ability to resolve this telephonically and detailed an account of the issue in the same manner in which I have detailed it on this form. To date I have received no response from Experian Credit Bureau. 

The people affected by this are : XXXX XXXX DOB :XX/XX/XXXX XXXX XXXX XXXX . 
XXXX XXXX XXXX, Iowa XXXX XXXX XXXX DOB :XX/XX/XXXX XX/XX/XXXXXXXX XXXX . 
XXXX XXXX XXXX, Iowa XXXX

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