Consumer complaint received 2016-06-04
Company: Experian Information Solutions Inc.
State: WI
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account terms

Complaint:
I attempted to get a merchant account through XXXX Quickbooks to allow my clients to pay me via ACH transfers. I had previously had a merchant account through XXXX called XXXX XXXX XXXX which had allowed me to receive these transfers but they discontinued it and asked people to pay to migrate over to Quickbooks. After a representative from XXXX submitted the merchant account application on my behalf, I received an email from XXXX saying that I was denied a merchant account because they 'd checked my credit score with the agency Experian, and my credit score had come up as a XXXX on a scale of XXXX to XXXX. I checked my credit score with Experian and it came up as a XXXX. I contacted XXXX and explained that there must be a problem because there is no such thing as a credit score of XXXX and that my Experian report said I had a score of XXXX. I asked them to resubmit the application and again received an email saying that I was denied because my credit score was XXXX. They said the XXXX was what Experian was reporting to XXXX and that I should contact Experian and have them fix the problem because it was on their end. XXXX would not accept me sending them my Experian credit report that showed my credit score as a XXXX. I contacted Experian and spoke with a representative in their credit dispute department. She told me there was nothing wrong in my credit report and that there was no such thing as a credit score of XXXX, and that furthermore, credit scores do not range from XXXX to XXXX as it states in XXXX 's denial email. They range from XXXX to XXXX, and that mine was a XXXX. She also said that it looked like XXXX pulled only a soft credit report on me that does n't include a credit score. She offered to contact XXXX with me on a XXXX call and we did that, speaking with someone named XXXX in XXXX 's underwriting department. The Experian representative explained the situation to XXXX at XXXX, explaining that there 's no such thing as a credit score of XXXX, that it did n't look like they 'd pulled a credit report with score for my case, and that my credit score was a XXXX. XXXX insisted that they do pull a credit score from Experian, and that Experian was reporting my credit score as a XXXX. At the end of the call, XXXX said she had spoken with a supervisor that they 'd be reviewing my case and that I 'd hear something back within a few days. I waited a week and had not heard anything back so I called XXXX and spoke with XXXX in their underwriting department. XXXX said that it is not true that XXXX gets back to you after reviewing the case, they make a final decision and do n't notify you. He also said that they did another pull from Experian and my credit score came up as a XXXX again. He said that the decision XXXX had made to deny my merchant account was final. I asked if I could see the credit report they 'd pulled and he refused saying that any information about the reasons for merchant account denial beyond credit score is proprietary and they do not give out that information. I would like to know why XXXX would give me false information about my credit score being a XXXX ( which does not exist ), would state falsely that credit scores range from XXXX to XXXX, and would deny me a merchant account to simply receive funds from clients ( I did not want to make any payments ) when in effect my credit score of XXXX is considered great. I 'd also like to know why they would n't accept me sending in my credit report, refused to give me a reason for denying me a merchant account and refused to help me in this matter. I am also concerned that there may be a problem with the way Experian is reporting my credit score to other agencies. I 've attached both denial emails from XXXX stating my credit score is a XXXX, and my credit report from Experian stating my credit score is 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