Consumer complaint received 2022-02-10
Company: Experian Information Solutions Inc.
State: NC
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:
EXPERIAN has no recourse for consumers to get in touch with an agent to correct an identity question error. In order to verify my identity to access my credit report, Experian 's website requires that I answer information about XXXX & 1 of my multiple student loans that were formerly placed with them. XXXX did not renew their federal student loan contracts. My loans were very recently sent to XXXX. XXXX uses ONE account number for each student, regardless of the number of loans owed. XXXX also utilizes ONE origination date for multiple loans, regardless of when the amount was borrowed My original federal student loans were serviced by XXXX. However, those account numbers, date ranges, loan totals, etc. no longer exist. Experian 's online membership services is asking me to verify my identity based on XXXX student loan information that I no longer have access to. Experian 's computer system has not been updated. I wish to see my Experian credit report & score to ensure the information is completely accurate. Future favorable loan rates & terms are likely contingent on this mysterious information. 

My every attempt to contact a live agent to get this corrected with Experian has been fruitless. I couldn't answer ONE identity question & their online system has evidently permanently barred me from online entry. The telephone number provided leads to an automated system that, ironically requests the same identity information as their online services. So, I tried to access my credit report by US mail. I have received no response from my letter request as of XX/XX/2022. I am being denied access to my credit report. It appears that my Experian credit report & credit score can only be accessed by businesses who pay them money for the privilege. 

Apparently, businesses are unfairly allowed to view my personal report that I have no access to. Their representatives can call Experian at their leisure to discuss my report. Paying businesses ( banks, CUs, etc. ) promptly get connected to a live agent & get personalized help. Respectively, consumers are denied access to their report & customer service to help resolve a legitimate issue. As a consumer, I have no way to remedy this problem. 

Consumers absolutely deserve to be protected from erroneous and/or potential fraudulent information that might be listed on their Experian credit reports. Without timely access, Experian consumers are vulnerable to being the victims of fraudulent credit accounts & identity theft. Consumers can easily experience other negative impacts - like being denied employment based on this report. US Mail correspondence can take months. 

I realize that Experian is a for profit financial business, like the other credit reporting agencies. Experian has full access to every detail of my personal, private information - regardless of whether it's correct OR incorrect. Yet, I have no way to contact a live agent at Experian, if I have an issue with their business product. 

All four credit reporting agencies ( Experian, XXXX, XXXX, & XXXX ) have a responsibility to ensure CONSUMERS have access to their personal credit reports in a timely manner, consistent with modern financial practices. I am currently shopping rates & loan terms. I can not proceed with any lender that uses Experian because I have no clue what is on my personal report. For the record, I have not encountered this problem with the other three credit reporting agencies. Some items listed on their reports were incorrect. I disputed them & they were removed, weeks ago. I am forced to contact the bank & find out which credit reporting agency they use before I apply to avoid Experian business customers. 

Thank you for helping to protect my interests & assisting me with getting this issue with Experian resolved!

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