Consumer complaint received 2023-04-19
Company: Experian Information Solutions Inc.
State: NC
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: Was not notified of investigation status or results

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC, XXXX XXXX XXXX XX/XX/2023 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX  XXXX, Iowa XXXX Re : Complaint against Experian CreditWorks Dear XXXX, I am writing to file a complaint against Experian CreditWorks, as I have been unable to resolve an issue with their customer support despite repeated attempts. My concern revolves around an unexplained XXXX drop in my credit score, which occurred with no identifiable changes to my credit report. 

I have contacted Experian 's customer support numerous times, seeking an explanation or investigation into the cause of this sudden drop. However, their responses have been unhelpful, dismissive, and have not addressed the core issue. I have repeatedly requested to be connected with a human representative who could assist in investigating the matter, but Experian has failed to provide any viable contact options for such support. 

Throughout my communication with Experian, I have emphasized the importance of understanding the reason behind the significant change in my credit score, as it directly impacts my financial well-being. Despite my efforts, I have not received any meaningful assistance, nor have they forwarded my concerns to a team or department capable of addressing my issue. 

To provide further context, I have attached screenshots from the Experian website that show the drop in my credit score. These screenshots also demonstrate that there are no other changes to my credit report, such as new credit or closed accounts, that would account for this decline. The last late payment on my report was over four years ago, and all other factors contributing to my score are in the " very good '' or " exceptional '' categories. 

Given the lack of support and the nature of my concern, I am left with no choice but to file a complaint under the Fair Credit Reporting Act ( FCRA ). I believe Experian 's failure to adequately address my issue and investigate the unexplained drop in my XXXX XXXX is a violation of my rights as a consumer. 

In light of this complaint, I respectfully request the following actions : - A thorough investigation into the cause of the XXXX drop in my credit score. 
- A detailed explanation of any factors contributing to the change in my XXXXredit score.

- Confirmation of the accuracy and validity of the information used to calculate my credit score. 
- Any necessary corrections or updates to my credit report and score, should inaccuracies be identified during the investigation. 
- I appreciate the Consumer Financial Protection Bureau 's attention to this matter and look forward to a fair resolution. Please find attached copies of my correspondence with Experian, as well as the aforementioned screenshots, for your reference. 

Sincerely, XXXX XXXX Attachments : Correspondence with Experian CreditWorks Support ( Emails ), Experian Website Screenshots

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