Consumer complaint received 2020-06-15
Company: Experian Information Solutions Inc.
State: NJ
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: Investigation took more than 30 days

Complaint:
On XX/XX/2020, I received an alert from Experian there was an update on my credit report. When I logged on to view the change, I saw there was a 17 credit score decrease on my account with an explanation " XXXX XXXX was deleted '' from my account. When I called Experian to confirm my XXXX XXXX Credit Card was still open and active. I was informed that XXXX XXXX deleted the account and there was nothing they could do and suggested I call XXXX XXXX to resolve the issue myself. I called XXXX XXXX on Monday morning, XX/XX/2020 to inquire about the deleted account reported to Experian, explaining my credit score decreased as a result of this error. I was informed by the Customer Service Representative through her Supervisor, there was nothing they could do since my account was showing open and active on their end. The representative then suggested I send in a letter, including my name, date of birth, social security number and credit card number in the letter, detailing my dispute to add XXXX XXXX back on the credit bureaus and I would get a response within 30 days of the letter. With a high rise in identity theft, I found it very strange to include my personal information in a letter for a dispute creating between XXXX XXXX and the credit bureaus, which I told to the representative, who told me it was required in order to perform the investigation. I did what was advised to me and mailed XXXX XXXX a letter on XX/XX/2020. After waiting for a few days over the 30 day window I was given, I received another alert from both FICO and XXXX  on Saturday, XX/XX/2020, my credit score decreased another 30 points due to XXXX  XXXX deleted from my credit report. My credit score is now in the " Poor '' catagory as a result of XXXX XXXX not correcting their error to add the account back onto my credit report to show account is in good standing with a zero balance. I called XXXX XXXX on Monday, XX/XX/2020 to get an update on my letter dated XX/XX/2020 since I received an alert of another credit score decrease. At XXXX, I spoke to a XXXX  XXXX Representative named, XXXX who after explaining the nature of my call, just transferred me to Experian , I didn't know they could transfer a customer calling their company to an outside company. Since, I wasn't calling Experian, I called back XXXX  XXXX and waited on hold for over 10 minutes and another XXXX  XXXX Representative, named XXXX answered and after again repeating the nature of my call recommended I speak to a Supervisor in the Customer Relations Department. XXXX transferred me to a Supervisor named, XXXX and again after repeating the nature of my call for the 3rd time, I was informed my letter was received and reviewed on XX/XX/2020 but unfortunately there was nothing she or anyone could do to help me as there was still no resolution to the minor issue of contact the credit bureaus to add the account back to my report and I will need to " be patient '' while the investigation continues. I informed XXXX of my credit score decreasing not once but twice as a result of this error between XXXX XXXX and the credit bureaus and it's not fair to me as the consumer to suffer and be penalized over an error caused by any of the companies. If I pay a late payment, that notice is instantly reported to the credit bureaus so why is it taking more than 30 days to correct any error made by XXXX XXXX. I then asked XXXX, " am I supposed to sit still like a duck while they take their time and figure this out '', XXXX responded " yes ''. I then asked to speak to someone above her. I was then transferred to XXXX ( Senior Supervisor ) and again repeated the issue for a 4th time! XXXX informed me, unfortunately there was nothing he could do to speed the process along and the correction can take anywhere from 30 days to 90 days! I asked XXXX, since XXXX XXXX is part of XXXX XXXX, why would they also decrease my credit score when they have the capabilities to see my account with them is still open and active. XXXX responded to me that he couldn't answer that question and due to Covid-19 and their limited employees in that department, I could not be transferred to that department to speak with them. I didn't understand that explanation since talking to someone on the phone, regardless of limited employees, has anything to do with Covid-19. After going back and forth with XXXX XXXX employees and wasting 50 minutes out of my life, I decided to call back Experian for any help. XXXX, I called Experian Dispute Center and spoke with XXXX and explained the ongoing 30 day plus issues with XXXX XXXX and the credit bureaus. XXXX informed me, Experian requested from XXXX XXXX 30 days ago to verify my account with them was open and active and they have not received a response from XXXX XXXX and they led to them deleting the account from my report as closed. XXXX also informed me that in order for the account to be reinstated on my credit report, XXXX XXXX has to now send in a " Resertion Form '' and the report will be corrected as well as my credit score. XXXX made that sound so simple and easy with a click of a computer key and way less than 30 days. After hanging up with XXXX at Experian, I decided to call XXXX XXXX back to inform them of my conversation with XXXX and what is required to correct this issue. After being on hold for another 26 minutes, a representative by the name, XXXX answered and I provided him my information and asked to be connected back to XXXX, Senior Supervisor or someone of his status. I was placed on hold and and Senior Supervisor named, XXXX was connected. I briefly informed XXXX of my conversation with XXXX while she checked for any notes on my account and placed me on hold while she reviewed the account. When XXXX came back to the line and repeating the same information as XXXX. I informed XXXX of the information from XXXX at Experian Dispute Center and all that was required was an Resertion Form after Experian attempted to contact XXXX  XXXX to verify the status of my account and there has been no response from XXXX XXXX. XXXX reiterated to me, there is no timeline when there will be a resolution. I then stated to XXXX, matter of factly, XXXX XXXX immediately, expeditiously notifies credit bureaus if I'm 1 day past my due date or {$0.00} over my credit limit and it never takes more than 30 days to report anything late or over the credit limit. Also informing her, if her company can report so rapidly a late payment or over the credit limit within days, then something as simple as confirming an account status to the credit bureaus should be just as rapid. My credit score is still decrease by 47 points as a result of this and I'm forced to file a complaint as I'm not receiving any resolution assistance from XXXX XXXX or the credit bureaus. If I needed to make any financial life changes, I would not be able to and would be judged by my current credit report, which is showing incorrect information to deter lenders.

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