Consumer complaint received 2022-02-15
Company: Experian Information Solutions Inc.
State: MN
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: Was not notified of investigation status or results

Complaint:
I am a paid member of the Experian XXXX XXXX credit monitoring product, which is their own credit monitoring product ; I've been a member since XXXX XXXX, XXXX, according to the information on my Experian XXXX XXXX account page. Despite this, I have been unable to file disputes to my Experian credit report online, having to call and sit on hold to speak to a representative to file my dispute for inaccuracies on my Experian credit report. Suddenly and without explanation, I was able to file a dispute online in or around the beginning of XX/XX/XXXX. I received notification on XXXX XXXX that Experian had completed the investigation of my dispute and that the dispute results were available to me online through their secure website. I was prompted to enter my Experian report number, dispute ID and personal identifying information -- all of this information was contained in the e-mail sent to me, which I've attached to this complaint. After accurately entering all of this information on their website, I receive an error message that only states : " We are unable to honor your request, '' and then requires me to mail a printed copy of a form they provide, along with my IDs, such as a passport and driver license. Not only is this unfair and deceptive to not allow me to view my dispute results online -- and require me to send in highly personal and confidential information by postal mail -- it is also fraudulent to charge me for a service and product that I can not use. Even if I log into my Experian XXXX XXXX account, or which I pay nearly {$25.00} per month, I am given the same error messages, which I have attached to this complaint in the form of screen shots. There is no valid reason or explanation for why Experian refuses to fix their technological glitches ; for why I have entered the correct information to view my credit report dispute results but they " can not honor my request '' to show me those results online ; for why I am required to mail in their form and confidential copies of my identifying documents to obtain my dispute results -- from a dispute I filed online and through my paid Experian accounts ; and there's no valid reason to charge me a monthly fee for my Experian XXXX XXXX membership if I am not receiving the benefits described in the terms of the membership. I have tweeted Experian concerning this error message I receive and about the problems I initially had when attempting to file credit report disputes online through their own website and portal, and I have called them and sat on hold to speak to someone to tell them the same thing, yet Experian refuses to fix the problem. It's impossible and absurd to think that they are " unable to honor my request '' to allow me to view my dispute results online, when I pay for a membership to their own credit monitoring product, and I have entered all of my information correctly and accurately in their dispute result form, and their inability to provide me the dispute results rests only on a vague, non-descriptive reason that they " can not honor my request. '' Their credit report dispute process, the ability to receive the results of my disputes and the fees charged to me for their credit monitoring product are unfair, abusive and deceptive in every manner possible. I have provided copies and screen shots attached to this complaint to substantiate all the claims and allegations made herein.

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 monetary relief