Consumer complaint received 2021-06-16
Company: Experian Information Solutions Inc.
State: AZ
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: Investigation took more than 30 days

Complaint:
I had a conversation with an agent of the consumer reporting agency, Experian, in the specialist department, named XXXX from Experian, who told me that Experian had completed an investigation in which they were in communication with XXXX XXXX XXXX XXXX. This was XX/XX/2021. 

Today, XX/XX/2021, I had a conversation with a representative of Experian, named XXXX. I have a recording available if necessary. 

After XXXX ask me questions, so that I can verify my information, I asked her questions about past conversations with other representatives ( XXXX ) regarding disputing the collection. We also discussed inaccuracies within how the collection is being reported and she confirmed that what is showing on my end was different from her end. Due to this inaccuracy, according to 15 USC 1681, I requested this information to removed from my consumer report and she refused to remove it and kept telling me what she saw. 

Then the following happened. 

Me : Does Experian operate under the FCRA and FDCPA? 

XXXX : Yes Me : You mentioned Experian completed an investigation in regards to the collection on my account, is this true? 

XXXX : Yes ( This confirmed XXXX 's statement that Experian conducted an investigation. 2 representatives of Experian confirmed there was an investigation. ) Me : In the investigation, did Experian conduct interviews with any of my neighbors or friends? Because, this information was not provided that it was complete. 

XXXX : No, we did not. 

Me : Well I am the consumer, according to 15 USC 1692, and according to 15 USC 1681a ( e ), those interviews are required for an investigation. Due to this violation piece, I would like for you to remove this collection from my account. 

She places me on hold at this point. 

XXXX : Well sir, the code you provided does not apply to us. We are in compliance. 

Me : How does it not apply to you? 

XXXX : Well the code you provided does not apply to us. You have to talk to the FTC. 

Me : Can you tell me the code that I provided you and how it doesn't apply to you? 

XXXX : Uhhh, it was code 15. 

Me : Yes, but what was the exact code that I provided to you? 

XXXX : ... .. ( complete silence! ) ( She was completely silent and could not answer this question. Now, I'm really questioning how can she say that Experian doesn't abide by a code that she didn't even know what the code was? ) Me : Well since you are unable to tell me, the code was 15 USC 1681a ( e ), in which you told me that Experian conducted an investigation and did not meet the criteria of this investigation. So again, how does this not apply to you if you operate under the FCRA and the FDCPA? How are you in compliance? 

XXXX : I don't have to provide that information. I've already answered your question. Is there anything else I can help you with? 

At this point, XXXX kept giving me the run around and then threatened that she was hanging up on me. She sat there in silence thinking I was going to hang up. I told her that was a violation of my federal consumer laws. Then she said she would just sit there in silence, refusing to help me or answer my questions. This shows she knew that she was in the wrong, and that she could not hang up on me legally. That's very deceptive. I had her transfer me to another department. 

I did not like the way she was speaking to me due to her tone as if I was doing something wrong. I asked why are you speaking to me like that? She had no response. 

I called Experian to enforce my rights as the consumer and I was given false and deceiving information from XXXX per our conversation. 15 USC 1611 anyone who states any information that's false, inaccurate, or fails to provide required information is criminally liable.

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