Consumer complaint received 2023-11-29
Company: Experian Information Solutions Inc.
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I signed up for a free account to monitor my credit history and report with Experian in XXXX. Everything showed correctly, and all credit accounts displayed properly, except there were a few places displaying the following error " Something went wrong behind the scene, but we should have everything back up and running soon. '' I did not really care that much since everything else worked. 

In XXXX, I did a dispute about a minor incorrect information on my Experian credit report. However, this dispute was not resolved. It was so much trouble and energy and I did not want to spend time trying to jump through a lot of complications to reach the right department at Experian that could understand what was wrong. I decided to abandon this dispute. 

Fast forward to XX/XX/XXXX. I logged into the website to check a few things and noticed that the site not did even want load any options or accounts and the error message from above displayed in even more places. 
On XX/XX/XXXX I decided to give Experian another chance and contact Experian customer support on the website. 
On XX/XX/XXXX I got a response back saying I needed to provide more details and screenshot of the error. This email also contained a support ticket number and another support email to which I should send the requested details. 
On XX/XX/XXXX I sent in the requested details with some screenshots to the support email that they wanted me to use in the previous email. 
On XX/XX/XXXX I got a response saying I might have some variations in my Experian report and I should request a hard copy of my report to check if there is any incorrect or missing information especially my SSN or SSNs. Please note that I only have 1 SSN and never change it. To request a hard copy, I should reach Experian Dispute Center at XXXX according to the email. 
On XX/XX/XXXX I decided to call XXXX and somehow the automatic system landed my call with a Rep from the Membership department, which I thought the Dispute Center. After I explained everything, the Rep said I should call Experian Dispute Center at XXXX because the Membership department could not handle those requests. At this point I thought how many number this Dispute Center had. 

I called XXXX right away and again was met with a Rep from the Membership department, and again was told the same thing that I should contact the Dispute Center. I explained that I was told that XXXX was the number for Dispute Center. This lady then did a transfer and told me this transfer would reach the Dispute Center. 
After waiting about three minutes, I was able to talk to a Rep and guess what she was also from the Membership department. I explained to her that I got transfer like three times already and still had had a chance to talk to the Dispute Center for a stupid credit report. Now this lady reassured me that she would definitely transfer me to the correct Dispute Center this time. 
After waiting another three minutes, I was able to connect to THE Dispute Center. This time the Rep was able to verify my information and was ready to help me get my credit report sent to me. Except she was not able to do that. She told me that there were something wrong with the system that prevented her from submitting the request. She suggested to transfer me back to the Membership department to get help with login or something related and then ask them to transfer me again back to the Dispute Center. I was speechless because I talked to 3 ladies from that department and no one could help me and suggest me to call the Dispute Center. Please note that there was nothing wrong with my website login. I was able to login just fine. I just hung up at this point. 

I do not want to even think about getting the report and then, if there was anything wrong, dispute or correct it with Experian because it would XXXX all my life just to do that given the fact that how bad their customer support has been for me. 

For comparison, I did went though dispute processes with XXXX and XXXX and never had any issue with them at all. I also had minor to no issue contacting their customer supports unlike Experian. 

Experian, at its core, never really care for its customer and it reflects on their customer support team and their website. I am not sure why it is still one of the three credit bureau and prevents people from accessing their credit report with ease.

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