Consumer complaint received 2022-06-24
Company: Experian Information Solutions Inc.
State: TN
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: Their investigation did not fix an error on your report

Complaint:
I received a notification on XX/XX/2022 through my Experian account about a drop in my credit score by XXXX points. I reviewed the information that was reported on my account and discovered that there was a credit card for which I was being reported as an authorized user which was incorrect. The account balance on that credit card had increased tremendously which led to the decrease in my score as a supposed authorized user. I created a dispute on Experian.com XX/XX/2022 and the dispute was resolved and updated on XXXX XXXX. The item came off of my account immediately however my score remained reflective of a XXXX point drop. I called Experian at the beginning of XX/XX/2022 ( unsure exact date ) and was informed that the bureau receives updates about scoring from these type of disputes on the XXXX of each month so that I should wait until the next cycle in XXXX to see the update in my score. ( I have made other disputes before and received immediate change in score so this response had not been my experience prior ). On XX/XX/XXXX, my score was still not updated so I called again and was asked to give it a few more weeks. Again, I waited and the score still did not reflect a correction. On XX/XX/2022 ( today ) I called Experian to find out the reason for the discrepancy and was told by them that they have no control over changes in score and that XXXX is responsible for these changes ( again different advice than the other calls ). The representative mentioned that my score should have been changed by now and that I should reach out directly to XXXX and they provided contact information for them. When I called XXXX today, the representative told me that Experian should have been able to adjust their score and that they only sent me to XXXX because I " don't have a paid subscription with Experian so they don't want to be bothered with taking care of it. '' The XXXX rep started asking me detailed questions about my current credit specifically what other credit cards I currently have and the balances, whether I had mortgage or car loans on my credit, etc. Fishing for information. When I told him that I don't have other loans like these and only one credit card that should not be a factor into points I've been owed since XXXX, he suggested that I get a XXXX subscription and that they could assist me better by doing this. I told him I had no intention of paying a XXXX subscription and that since I could not get any assistance by either entity, that I would be making a complaint. 
In the end, neither of these entities will take responsibility for correcting this issue, an issue that me as the consumer can not adjust or change on my own. I've taken all the necessary steps to get the item removed and the points accounted for. Both agencies continue to put responsibility on the other, and the response from XXXX was predatory in nature in suggesting I get a paid subscription to receive further assistance. I am a small business owner so a drop in my score of XXXX points greatly affects my lending potential. Please advice on next steps for getting this resolved. Thanks in advance

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