Consumer complaint received 2016-04-28
Company: Experian Information Solutions Inc.
State: NJ
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
Experian being XXXX of the XXXX major credit reporting agencies, literally responsible for the financial wellbeing of XXXX Americans, the expectation is that they take that responsibility seriously. My experience dealing with them proves they do not. 

After my divorce in XXXX my credit was ruined and I have since worked tirelessly to rebuild it. I requested and reviewed my credit reports, noticing that there were a couple errors. On XXXX/XXXX/XXXX XXXX tracking confirmed that Experian, XXXX and XXXX had received my disputes. I have had no issues with the other agencies nor with their quick resolution of these inaccuracies. I decided to check with Experian to assess the status of my dispute. 

My multiple attempts at retrieving information online were fruitless. After deciding to call customer service ; searching the site for a contact number was exhausting. The first time I called, I thought it was a fluke that the person was incapable of providing any information and directed me to a number that was inappropriate to my needs. The second time I called, I was stunned that no one could provide any information and again directed me to a number that did n't work. Figuring that they did n't get my dispute, yesterday I filed my dispute again online. 

Today, in the mail, I received from Experian the results from my original dispute. Looking at the document that was mailed XX/XX/XXXX, scratching my head, I thought for a moment that this was finally over. Unfortunately they did not remove the incorrect information but I had a lifeline. In the beginning of the letter it states, " The Federal Fair Credit Reporting Act states that I have the right to request a description of how the dispute was processed including the business name, address, telephone number of any furnisher of information contacted. '' This information could be useful in attempting to resolve this issue with Experian. This brings me to my 3rd and final call. 

I truly believed I was calling with a simple request that is clearly stated on the document Experian mailed to me, which also provided the number to call and request this information. I certainly did n't think I would later be here, writing this complaint. Just like my two other calls, XXXX ( who stated that she works in a call center in XXXX XXXX ) was unable to locate or provide information. I asked for the contact information used in my dispute and she told me to look on my original credit report. I kept her on the line and retrieved my report, then informing her that this is not the detailed information I 'm I entitled to and that I 'm also to be provided a description of how my dispute was processed. She said, " I can tell you how we process it. '' I read to her the statement in the letter and requested the information in writing. She asked if I had sent a written request with my dispute? My reply, " How was I to know that I would need it, I 'm not Psychic. '' I had one final question for XXXX, " What is the contact number for the Federal Trade Commission? '' Needless to say, she would n't give it to me. 

Utter disbelief! This is a company that plays a huge role in my financial health. I do not have a choice and can not opt out of there service. After my experience I went online and found hundreds of reviews and complaints about Experian e.g., assets unable to be unfrozen, people unable to get a home. These are n't mundane issues, these are peoples lives! This is truly concerning and I firmly believe that this company as a whole should be investigated.

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