Consumer complaint received 2021-10-19
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
Back in XX/XX/, I applied for a pre-approved auto loan with my bank, XXXX, but was denied because they were unable to get a credit report. When contacted my bank, they told me that they could not get my report from EXPERIAN. 

At that time, I managed to get a hold of a live person at EXPERIAN, with much difficulty as the phne numbers they provide only take you to automated phone trees. The EXPERIAN agent told me that they did not have my current address on file, so I provided my current address, and thought that was the end of the issue. 

This month, XX/XX/, I again tried to get pre-approved for an auto loan, but my bank was unable to get my credit report. I managed to get a hold of a live person at EXPERIAN, again after many phone numbes with useless phone trees. The agent told me that my information was still not updated, but he told me how to go online and submit documents verifying my identify and current address. He also told me that he would mail me a copy of my Credit Report. 

I received my Credit Report and found that the most recent address EXPERIAN had for me was 10 years old ; nor did they have my current phone number, or any account information. 

I called EXPERIAN again on XX/XX/, and after going through many useless options on an automated phone tree, I got a hold of a live person. All she was able to do was regurgitate information that was on my report, so she transferred me to EXPERIAN 's fraud department. 

The agent in the fraud department told me that my address had a block due to being " fraudulent '', but could not tell me for how long the block had been in place, who had put it there, or why. She told me that I would have to upload documents showing proof of my identity and address ; I told her I already had. She looked it up and said that the ID was blurry and that I needed to put in the comments when I submitted the documents that I wanted to unblock my current address. I asked her how I was supposed to know whether any documents I submitted were acceptable and processed or needed to be resubmitted ; she asked whether I had received an notification that my documents were blurry, and I said, " No '', I have not received anything from EXPERIAN, and if I did not keep calling, I would have no idea whether anything was being done to fix this issue. 

At this point, I am unable to get an auto loan from my bank or the dealership, because they insist on using EXPERIAN. If EXPERIAN charges companies money for providing them with accurate consumer information, then they should be making a better effort to ensure that the information they maintain is accurate. I am now being forced to seek a loan from a third-party lender, who will accept XXXX or XXXX reports XXXX which is not ideal. 

My additional concern, is that even once I have verified my identity and current address with EXPERIAN, they will not have any current credit information on me, since my creditors have apparently been reporting into the ether for the past 10 years - in which case, I will still be unable to get a loan through a preferred lender.

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