Consumer complaint received 2022-06-06
Company: Experian Information Solutions Inc.
State: NY
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:
Hi, on XX/XX/XXXX, Experian noted incorrectly on their record that my XXXX account is delinquent and had numerous late fees associated, denoting my FICO score of XXXX. 

On XX/XX/XXXX, I filed a dispute with Experian to investigate its records of my XXXX account. In the meantime, I contacted XXXX and confirmed with XXXX that they have already investigated and removed all associated delinquencies and late payments on my account. My balance is XXXX and all clear accroding to XXXX. XXXX has also confirmed both over phone, email and written letter that they have ALREADY updated with all credit agencies of my account ( i.e. XXXX late fees, removing the delinquencies ). 

However, as of today XX/XX/2022 ( which is 36 days after Experian updated XXXX records on XX/XX/XXXX ), Experian is still reflecting XX/XX/XXXX records and not updating for the latest. Today, my XXXX and XXXX records are all updated and reflect XXXX FICO score, Experian continues to reflect incorrect information on my credit report. When I called Experian customer service, they told me that they closed my dispute on XX/XX/XXXX, WITHOUT ever updating me of the result of the investigation nor did they email me any resolution or update. Experian also opened a new dispute on XX/XX/XXXX on my behalf WITHOUT my consent and continued to mark my dispute as " Pending '', telling me to now wait until XX/XX/XXXX. Even though I filed my dispute on XX/XX/XXXX and federal law requires an update within 30 days so should be XX/XX/XXXX. I have called Experian probably a total number of XXXX times since XXXX trying to figure out what is going one but it was disheartening to be only thrown between offshore/onshore customer services who just read me scripts, tell me to " wait '' and saying " nothing they can do '' while providing me zero update on the investigation.

Experian not only failed to update my account to reflect the correct, latest information from XXXX but also failed to update me of my dispute status. They closed my dispute without updating me and reopened the dispute just so they can drag on the response timeline. I understand updating information can take time ; however, given other companies such as XXXX and XXXX are all able to update my information and reflecting correctly my credit information, Experian failed to fulfill its duty as a credit reporting agency, which is to promptly, accurately, reflecting real-time information of the consumers.

As a victim of fraud who had to go through the painful process of having its records reverted, it surprises me that powerful credit agencies like Experian would take no action to update the latest information and properly investigate the misinformation. The damage of inaccurate information to a consumer, whether a day or a month, can be detrimental. For me, I am now unable to get a student loan and impacting my enrollment in school. 

I hope credit agencies can be held accountable to help consumers reflect accurate information promptly, instead of just making consumers jumping through loops and telling them everything will be forever " pending ''. Because for a lot of consumers, they don't have the privilege or power to keep things pending forever. 

Thank you for your help.

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