Consumer complaint received 2023-12-03
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting 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:
Hello dear CFPB representatives! 
That's my story. I have legally changed my XXXX name from XXXX to XXXX on XX/XX/XXXX. I received a new Social Security card with new XXXX name on XX/XX/XXXX but social security number was not changed and also I got new Florida ID on XX/XX/XXXX as I moved from XXXX  to XXXX. After I wanted to move to my new appartment at XXXX XXXX XXXX, FL and i submit my application with XXXX of the condominium and and they told me that after screening me they can't see any of my credit history and score because Experian doesn't show anythig on my report. So I got very bad deposit conditions to move in and i asked them to move my move-in date on XX/XX/XXXX. I hoped to fix my name with Experian Credit agency via Customer Support service. I assumed my old Experian account name doesn't match with new name on SSN card and that is the reason why they can't screen my report and Score at Experian software. It was on XX/XX/XXXX. 
That's when my problems started. I called to Experian same day and they asked me to send them full package of documents including : my FL ID, new SSN, US passport, Petition for name change with USCIS, Cover letter with request and Certificate of Naturalization. I felt very unsecured sending those documents by mail however I had no choice as i need to get my new place to live my life. I have send them documents in 3 different ways to make sure they receive it by fax, by mail and via upload on dispute website on XX/XX/XXXX expecting they will fix it withing next 20 days before my new move - in date XXXX XXXX. They told me that they will reply once documents received but it never happened. On XX/XX/XXXX i called them to make sure they received them and my account will be fixed and i will get my Fico Score and credit history back. They told me 3-5 business days I have to wait untill changes will happen on my account and I will be set. That time i had my old name at Experian account and i could see my Fico score as XXXX in my app. Then Experian finally change my name on my account but Fico dissapeared. I called them and they asked me to wait and again 3-5 business days and request hard copy of my credit report. In few days i received hard copy with new 1st correct name and XXXX XXXX score for credit report of XXXX. On XXXX, XXXX Association of condominium submit application again and results came as totally empty new credit, nothing again, and that time i was shocked because i saw my hard copy with new name and score on it. Then i open my app and i saw there was no Fico score at all it was said UNSCORABLE and that I have not enough credit history for them to generate my Fico score XXXX. I called to customer support dispute department and assosiate told that Experian Fico calculation system failed but my connected creditors accounts banks, credit cards and history were good. He asked me talk to Membership department. Membership department of Experian said that I have no enough history even though i have 8 years of my history and I had my great score and history before they applied new 1st name change.It reflected on hard copy from XXXX. They push me to believe that my banks names and cards must be changed so I went to bank and change it and car loan account as well. Meanwhile passed 2 weeks and i spend 1,5-2 hrs almost daily on phone with customer service of Experian trying to ask for help. But all they do is transfering my calls between departments back and foward and telling me that they should fill some forms and wait 3-5 business days and after 3 days they tell me that forms for some reason wasn't applied correctly. After they found dismatch in DOB and fixed it but it didnt worked on my score. Finally i got to speak to Supervisors after 2 hrs waiting on hold, Supervisor of Dispute Department told me same as agents that everything is ok with my credit report and he dont know why fico isn't calculated and transfered me to supervisor of Membership department XXXX and she told my case will go to Escalation tech team and will be processed in a query untill it will be received. And i will receive email form that team where i can communicate. It was my 5th dispute case number with them. Instead i received standart dispute " result '' e-mail with no results and I am really very exhausted of talking with them bacause they promises don't work for my score. And all that time I couldn't get my new appartment to move in as I expected it to happen before XX/XX/XXXX but its already XX/XX/XXXX so I had to pay non-refundable deposit to reserve my place instead of refundable deposit and that situation affected my pocket badly. Thats why i ask for help as I can't get more of that Customer Service support from Experian and I can't trust any their words because their words never turn to reality. Please help me. I am American citizen and and worked hard 8 years and payed my taxes to build my score but now it feels like i am newcomer in USA and I have lost everything i worked so hard for. Best regards, XXXX XXXX

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