Consumer complaint received 2015-07-16
Company: Experian Information Solutions Inc.
State: PA
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting report or credit score

Complaint:
I receive a FICO credit score from XXXX which is from Experien. I noticed my score dropped by XXXX points in XXXX. I contacted TransUnion online and had no issues - the item that they say was reported was not supposed to be reported and was removed. I tried to sign up for a trial credit monitoring, credit score, and credit report online with Experian and it would not allow me to obtain my report online on XXXX/XXXX/15 ( had same issue years ago ) I received a message that I needed to provide copies of bills, license etc via mail and they would send me a report. ( I never received a report years ago ) I was also unable to access my Experien report through XXXX on XXXX/XXXX/15 ; however, I had no issues with the other credit bureaus. I called Experien on XXXX/XXXX/2015 XXXX, The first time I did not receive an explanation as to why I can not access my account information - I was told all they could do was mail me XXXX and they could not provide me any further information. The 2nd time I called around XXXX and I asked the XXXX name - he did not want to give me his last name and then replied XXXX XXXX?? on team XXXX. When I asked to speak to his supervisor he was reluctant to provide me with a supervisor 's name but later stated her name was XXXX XXXX and she was unavailable. I again asked why I cant access my report online and why I ca n't dispute something online. I stated its my right, their website states it allows online access, and explained why I wanted to view my report. He said he can not disclose why and doesnt really know why I cant access online information. I told him that I dont accept that answer and would like to talk to his manager or supervisor. His reply : noone is available they are at lunch. He finally suggested that it may be because of a security question not being answered properly, an issue internally with Experien obtaining my report, or too much information to upload for me to electronically view. I said if I accidentally answered a security question wrong why cant they verify another way so I can access online information. He finally took my personal information minus my SSN and was able to access my report and placed me on hold. He came back on the telephone line and said there is nothing he can do. I replied by stating I dont understand this. It is my right to be able to view my reports - I need to get this resolved very quickly and again said I need to view this information online to possibly dispute - I have to cosign for a college loan for my son and he starts in 30 days. He said all I could do was dispute via phone and they can mail me a copy. I said that was unacceptable. I again asked to speak to a supervisor or manager and he said there was not one available. I said I do not want to dispute over the phone and asked how am I supposed to dispute when I cant even view my report & score? I want to dispute online and in writing and need to this taken care of immediately. The end result : Experien could not give me a explanation as to why I cant view my information online. I NEED TO VIEW THIS INFORMATION ASAP online.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief