Consumer complaint received 2022-10-09
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
This is an ongoing issue that has never been resolved. Refer to complaint ID XXXX and XXXX. Both are marked as closed, stating that they are " still working on it '' but they have NEVER complied with the law and I STILL am denied my legal rights. 

Per XXXX : On XX/XX/XXXX I was initially approved for a debt consolidation loan I very much needed, but then it was denied because Experian told them two different people had the same social security number. After contacting Experian about this I learned that my credit report was splintered between an old an new name which was preventing credit approval. I submitted name change documents, and supposedly it was fixed, but then I could no longer access my credit report or dispute information online and when calling them on the phone each department could only see one of the two reports and there was no consistency there. Now, the history of my account shows that on XX/XX/XXXX my credit report was blank - no debts, no history, and a credit score of 0 - but then on XX/XX/XXXX everything showed up correctly. Then on XX/XX/XXXX it was blank again. This see saw is preventing me from keeping an eye on my credit activity and it means that I can only see information around a week out of any given month. That in term has kept me from having the correct timing to be approved again for the loan I was trying to get to begin with. This situation has already caused my substantial financial harm since I am paying more than I otherwise would on accounts- more than twice as much, in fact- if this issue wasn't happening at all. Worse though is that I get no information from them. I'll spend upwards of 3 hours talking to several people, then finally get a case number, but all they will say is that the issue will be escalated without a time frame on when it would be fixed. When I give them the previous case number and say that the last time they said the same thing and ask what happened with that they never have any information. They always say they will contact me, but never do, and are fully dismissive of the severity of this situation. When I tell them how upsetting this is they have actually told me, " You are upsetting yourself '' As you can see from the screenshot attached it says I currently have 0 debt and zero credit usage, even though I have a mortgage and over a decade of good history. You can see that on XX/XX/XXXX " You no longer have a XXXX Score '' then on XX/XX/XXXX " You now have a XXXX Score '' then on XX/XX/XXXX " You no longer have a XXXX Score ''. This shouldn't happen! I have a legal right to accurate information on my credit report with my current and correct legal name. I also have a right to access the correct credit report, but while this is happening I can only access this blank report so I am denied my right to file disputes. If they can't fix this I would like their legal contact information so I can sue them for damages related to this issue going on for multiple months. 

XXXX : " Experian splintered my credit report into two following a legal name change, and even after submitting name change documents to them they have thus fair ( after multiple months trying ) failed to correct the error. This has resulted in me no longer having the ability to view my credit report at all ( or rather, the one I get has zero items on it ), as I am legally permitted, and I started to get mail for people I've never met with similar names so I suspect that they have also overlapped my credit report with others, and I can not get any credit at all with any bank that uses Experian because they see that my social security number is now used by more than one account. Each time I call it's a nightmare experience. I have to fight with their AI to be able to talk to anyone and it's always a multi hour ordeal that typically results in them saying it will be fixed, then a month later it's somehow worse. Now I no longer even have a XXXX score at all. When I can talk to someone I also get contradictory information from each department. So, for example, today I spoke with " Disputes '' first to explain the problem who then transferred me to " Special Services '' who tell me that there is only one credit report now, but that membership is not connecting to the proper file, and they transfer me to Membership. Then membership tells me that there IS a report being generated under the old name and I need to talk to Disputes who then say there is no problem and then transferred me to special services again who then tried transferring me to disputes again. when i ask for a supervisor I am always told that they arent available and that they will call me back, but never do. ''

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