Consumer complaint received 2016-11-24
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting report or credit score

Complaint:
I 've been fighting with Experian for a few months now. I bought a car back in XXXX - I was able to have my credit report pulled just fine then, but after getting the car I started having issues. I applied for a mortgage shortly after and the bank was n't able to pull my Experian credit report, but they were able to pull my wife 's report just fine. I called Experian and they were certain it was on the bank 's end ( even though they pulled my wife 's report ), because everything was fine on my account from what they could see. They confirmed I have no blocks or freezes in place. The house sold before we could make an offer due to Experian not helping find a solution to the issue. A couple of months later we tried again with a different house and had the same results - this time with a completely different lender. I called Experian back and got the same story - they did n't see any issues on their end and I had no blocks/freezes in place. I even spoke with someone in special handling this time. They could see my report just fine and said nothing was blocking it on their end - it must be the bank. Again, this was a different bank and they could also pull my wife 's experian report. Also, the lender 's were able to pull my XXXX and XXXX reports just fine. 

I subscribe to XXXX monitoring alerts and have n't received any changes/alerts from Experian since XXXX/XXXX/16 ( when i purchased my new car ). I should have received at least a few from new credit cards, new student loans, and credit inquiries. I have been unable to view my report online through the adverse action portal or through the online dispute portal with Experian also. I enter my information correctly and get an error screen that I have to fill out a form and mail in my information since they were n't able to find me in the system. I also tried to purchase my FICO score through XXXX - they were able to pull my XXXX and XXXX scores, but could n't return a result for Experian. Nobody can pull my report, including myself. 

I called one more time just a couple of weeks ago and again, they told me no issues on their end. There was a temporary fraud alert on my account, and I had them remove it ( hoping this would cure the issue ). 
I waited a couple of weeks after the fraud alert was removed and I applied for a XXXX XXXX credit card. I was declined due to not being able to access my Experian report. They pulled XXXX and XXXX without issue, but use all three when making their decision. 

I 'm out of ideas and they refuse to help. Something is OBVIOUSLY wrong with my account/file on their end and it is preventing anyone from pulling my report/score .... this is preventing me from getting a mortgage or any line of credit that uses Experian in their decisions. Can you guys please 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