Consumer complaint received 2021-09-27
Company: Experian Information Solutions Inc.
State: WI
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:
WHEN EXPERIAN STATES " Because customer service is our top priority we are in the process of mailing current Experian credit reports to you both for review. '' WHAT DOES THAT MEAN TO BOTH!? MY SISTER XXXX XXXX NO LONGER LIVES AT XXXX XXXX XXXX XXXX, WI XXXX SO IF YOU ARE SENDING HER A COPY IT BETTER BE TO XXXX XXXX XXXX XXXX WI XXXX. I DID NOT AUTHORIZE YOU TO INVOLVE HER. I WAS SIMPLY STATING HER XXXX XXXX ALERTED HER TO WF DISPUTE & REMARKS. I JUST TRIED CALLING YOUR " CUSTOMER SERVICE '' NUMBER & YOUR AUTOMATED ROBOT SAYS IT CAN NOT TRANSFER ME TO A LIVE AGENT ONLY IN CERTAIN CIRCUMSTANCES! SO PROVIDE A VALID DIRECT NUMBER TO SPEAK TO A HUMAN. 

ORIGINAL COMPLAINT XXXX My credit score dipped 39 points in XXXX. I now see remarks on all my files from XXXX just because I disputed and they filed in their favor. I will soon be buying a new home and my score is in the 600s! I was in the 700s 2 months ago. This is unacceptable. I have proof now that your forbearance plan shows NO DATA when I was paying mortgage in FULL after XX/XX/XXXX. I made a payment in XX/XX/XXXX, but since you set me up on the COVID plan. They forced the dates in XXXX. I also started paying right away and told XXXX that I no longer wanted the plan, but they did not stop this plan until XX/XX/XXXX without my consent hence my unapplied payments I kept making and they having to manually enter them, but I paid my mortgage in FULL every single month I have had this loan. Like I stated before, the only months that were deferred were XXXX & XX/XX/XXXX. I just paid this loan off and I have paid back the {$1500.00} in FULL, but now having FORBEARANCE on my account is also going to hurt my credit. I have all my statements to prove this. So why are all credit reports showing NO DATA for all the months up to XX/XX/XXXX? Because XXXX did not report me correctly. This should show PAID as HUD paid those two months for me and I want these remarks removed from my credit reports and especially my sister XXXX XXXX as she was not even living in the home anymore. 

Company responded on XX/XX/XXXX Thank you for submitting your complaint on XX/XX/XXXX, through the CFPB Complaint Portal. We appreciate consumers who take the time to let us know about their experiences with our company. We have reviewed and considered the information, including the attachments, you have supplied through the CFPB portal and directly to Experian. In your complaint, you indicate that your credit score dipped when you disputed the account which was no longer in forbearance and you were making payments. You are requesting for the disputed account to be reported correctly with no remarks and to reflect the months you have paid. Credit grantors send us updated payment information routinely. We update our records as soon as we receive the updated information. According to our records, the disputed account in your complaint appears current with no late payments, no remarks, and with no deferment indication, just as you stated. Because customer service is our top priority we are in the process of mailing current Experian credit reports to you both for review. For further assistance, you may call the toll-free telephone number provided on your personal credit report, obtained directly from Experian, to speak with a representative. Please note that mailed correspondence may take up to 10 days for delivery through the US Postal system. ND means no data has been reported and is considered a neutral reporting code and is not considered a negative. Each national consumer credit reporting agency may interpret the requirements of the Fair Credit Reporting Act differently and each company has their own policies and guidelines for disputing information. Therefore, we can not update or delete information in our database based on the results of a dispute with another consumer credit reporting agency nor can we dispute information for a consumer with another consumer credit reporting agency. Experian does not grant or deny credit. Each credit grantor makes that decision based on its own guidelines. Consumer credit reporting agencies only store information from credit grantors and information contained in public records and supplies this information to other creditors. A credit score may be different from lender to lender depending on the type of credit scoring model used. A credit score is based entirely on the information found on a personal credit report. Any change to a credit report could affect the score. It is impossible to provide an accurate assessment of how one specific action will affect a credit score. A credit score is a fluid number that changes as elements on a credit report change. The credit score is a mathematical summary of the credit history using sophisticated statistics and mathematical equations to calculate the summary. Numerical values are assigned to various pieces of information in a credit report, resulting in the credit score. Designers of credit scoring models review a set of consumers- often over a million - who opened loans at the same time, and determine who paid their loan and who did not. Score factors are the elements from a consumers credit report that drive credit scores. For example, your total debt, types of accounts, number of open accounts, amount of outstanding balances, type, number and age of accounts, recent inquiries, etc. The designers then build statistical models that assign weights to each variable, and these variables are combined to create a credit score. The interpretations of credit scores differ according to the need and requirements set by the various credit grantors, and may indeed vary on a daily basis. Similarly, different credit grantors can view the same credit score differently, depending on their experiences with other consumers scoring in the same range, their marketing plans, their business niche and many other factors. Please keep in mind that the scores are generated based solely upon the credit guidelines determined by a potential credit grantor. The risk score changes over time as a consumer continues to develop their credit history, and may change from day to day as credit history is updated. Scores reflect credit payment patterns over time with more emphasis on recent information. In general, a score may improve, if you : Pay your bills on time. Delinquent payments and collections can have a major negative impact on a score. Keep balances low on credit cards and other " revolving credit. '' High outstanding debt can affect a score. Apply for and open new credit accounts only as needed. Dont open accounts just to have a better credit mix it probably wont raise your score. Pay off debt rather than moving it around. Also dont close unused cards as a short-term strategy to raise your score. Owing the same amount but having fewer open accounts may lower your score. We can not advise you specifically how to raise your score, or how changes to your credit report might impact your score. In addition, a credit score is a number lenders use to help them determine your creditworthiness. It is generated through statistical models using elements from your credit report ; however, your score is not physically stored as part of your credit history on the credit file. Rather, it is typically generated at the time a lender requests your credit report, and is then included as part of the report. There are many different credit scores used in the financial service industry. Your score may be different from lender to lender ( or from car loan to mortgage loan ), depending on the type of credit scoring model that was used. Your credit score is a fluid number, and it changes as the elements in your credit report change. For example, payment updates or a new account could cause your score to fluctuate. Experian and other designers of credit scoring models will not disclose the formula used to calculate your score because this is proprietary information. We also can not advise you specifically how to raise your score, or how changes to your credit report might impact your score. For general information on how to improve your score, see the back of your credit score report. We calculate your score based on information in your personal credit report and we can not change the score ; however, inaccurate information in your report can be corrected, which may change your score. If you feel that your score does not accurately reflect your credit history, please review your personal credit report. If any information is inaccurate, log on to www.experian.com/disputes or contact us at the toll-free number on your credit report to initiate a dispute. If the dispute process results in a change to your credit report, your score may or may not be impacted when you request a new credit score report. Common questions that many consumers have regarding their credit scores are why didnt my score go up? or what can I do to make my score go up? For example, you might ask if closing two installment accounts would improve your credit score. While this question may appear to be easy to answer, there are many factors to consider. Simply closing two accounts not only lowers the number of open installment accounts ( which generally will improve your score ) but it also lowers the total number of all open accounts ( which generally lowers your score ). Furthermore, such an action will affect the average age of all accounts that could either raise or lower your score. As you can see, one seemingly simple change actually affects a large number of items on your credit report. Therefore, it is impossible to provide an accurate assessment of how one specific action will affect your credit score. A credit score is based entirely on the information found on your personal credit report. Any change to your credit report could affect your score. Before credit scores, lenders physically looked over each applicant 's credit report to determine whether to grant credit. A lender might deny credit based on a subjective judgment that a consumer already held too much debt, or had too many recent late payments. Not only was this time consuming, but also human judgment was prone to mistakes and bias. Lenders used personal opinion to make a decision about an applicant that may have had little bearing on the applicant 's ability to repay debt. If you feel that your score does not accurately reflect your credit history, please review your personal credit report. If any information is inaccurate, log on to www.experian.com/disputes or contact us at the toll-free number on your credit report to initiate a dispute. If the dispute process results in a change to your credit report, your score may or may not be impacted when you request a new credit score report. If there is information appearing on a credit profile that is believed to be inaccurate or incomplete, we must have a specific dispute, along with the names of the items being disputed and account numbers, and we will proceed accordingly. A current copy of your Experian credit report is being mailed to you for review. Please note that mailed correspondence may take up to 10 days for delivery through the US Postal system. Please review it carefully and contact us directly if there is information appearing on that report that you wish to dispute and we will promptly address your concerns. For additional assistance, you may call the toll free telephone number provided on your personal credit report obtained directly from Experian, or write to Experian at XXXX XXXX  XXXX, XXXX, TX XXXX. For more information regarding your credit and frequently asked questions, you may visit XXXX XXXX XXXX XXXX. Thank you for submitting your complaint through the CFPB Complaint Portal. It is our policy to respond to consumer complaints swiftly and to take each complaint seriously. We appreciate you letting us know about your experiences with Experian. 
XXXX requested

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