Consumer complaint received 2023-04-06
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Confusing or missing disclosures

Complaint:
I moved from XXXX XXXX to XXXX XXXX in California in XX/XX/XXXX. Upon filling out the new housing application for my apartment, I was automatically connected to XXXX and XXXX service providers. Since my landlord uses XXXX to collect move-in costs/ rental payments via an account connected directly to my bank account. It is my understanding that XXXX processes those payments and would also report those payments to Experian moving forward. Originally, XXXX processed the first three months worth of rental payments which positively boosted my credit score from about XXXX to XXXX. For the next few months, I noticed that my credit score had been stagnant despite paying my rent on time. On XX/XX/XXXX I received a message that Experian 's  XXXX XXXX  had not picked up rental payments in about 120 days. I contacted Experian via email and they originally asked me to verify which dates of rental reporting was missing. I send them a follow up email with them including those dates and they they tell me that I can not self report rental payments. i explain that I am merely replying to the email with the information that was aske def because there was an issue with them acknowledging my rental payments for XXXX. They told me that there was a number of reasons why my rent could not get reported. However, i told them that non of the criteria fit my case. They then told me to call in. I did that and the workers for Experian told me that I should disconnect my bank account and add it back in order to have XXXX search for all the missing payments. I followed their instructions, however, my credit score dropped ~ XXXX points. XXXX was not only unable to verify the " missing '' rent payments but it also erased all rental payments and utility bills from my history. I called back and told them of this information, and they told me that I needed to pay my rent at the same time every month. I informed them that it does not mention that upon sign up so the headlines advertising XXXX are misleading. Not only that, but I had just gotten a XXXX account which XXXX recognized DESPITE me paying the bill on different days so that explanation doesn't make any sense. I was frustrated because as an XXXX XXXX, first generation, woman in graduate school I had dreams of improving my credit to improve the quality of life for my family and my decrease in credit score prevented me from buying a car, moving etc. Not only that, but it caused my great stress during a time when I thought I was pregnant. No one could explain to me why XXXX suddenly stopped picking up my payments. As indicated in the notification, it had been at least 120 days since any payments were detected meaning that payments were detected initially. If payments had stopped being detected, then I think a notice should been given to me via my Experian portal. I realize that the service is optional, but it is misleading to the highest level. It is also a service I am sure is most utilized by ; low-income, XXXX and XXXX folk which is extremely discouraging.

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