Consumer complaint received 2022-06-29
Company: Experian Information Solutions Inc.
State: CA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
XX/XX/XXXX Experian agent in XXXX XXXX told me that pursuant to the FCRA, the information related to identity theft would be blocked and deleted by Experian within 4 business days of me going to their website and uploading the following information from me ; ( 1 ) FTC ID Theft Report ( 2 ) Proof of Identification, and ( 3 ) Written Statement of accounts related to identity theft That very same day I uploaded the required information. XX/XX/XXXX I spoke with another agent in XXXX XXXX who informed me the inaccurate information had not been blocked and deleted from my report because my upload was missing proof of identity. That very day I prepared a very detailed statement highlighting the inaccurate information, and also an Affidavit of Sworn Statement and Affidavit of Positive Identification, then had all 3 documents notarized by an officer of the State. I then uploaded these documents along with a copy of the FTC ID Theft Report to Experians upload page. Four business days had passed and the inaccurate information had returned as verified and accurate on my credit profile with Experian, although Experian provided no mailed written notice of such as required under the FCRA, nor did Experian provide a reason for invalidating the documents I had submitted. And even though the documents I had submitted satisfied the requirements of FCRA Section 605B, Experian still arbitrarily refused to investigate, and refused to block and delete the information as legally required and as promised by Experian. I then spoke with another agent in XXXX XXXX on XX/XX/XXXX who told me Experian had until the end of that day to block and delete the information. The information was not blocked and deleted that day. Then on XX/XX/XXXX, the agent in XXXX XXXX I spoke with told me the information had not yet been blocked and deleted because the documents I uploaded had not yet been worked by Experian dispute department, and that she herself could not see the documents. Yet before the call ended, the agent told me the documents submitted did not meet the criteria for block and deletion, but she would not tell me what criteria they didnt meet, and what exactly didnt meet it. After pressing and pressing the agent, she admitted to me the documents are all in order, we have everything we need to block and delete the information, just be patient. I reminded her that under FCRA Section 605B Experian had just 4 business days, and she insisted I be patient because there are no other documents Experian needs from me to block and delete the information. The information was still not block and deleted as of XX/XX/XXXX. On XX/XX/XXXX I contacted XXXX XXXX  once again, and the agent was VERY, VERY CLEAR that the only reason Experian has not blocked and deleted the information before this point is because each time Ive uploaded the documents, I didnt provide a copy of my ID. If I dont provide a copy of my ID, the automated system which is e-Oscar will automatically reject the dispute and then convert the dispute into a regular dispute and send the documents I submitted to Experian over to the creditors. THIS IS EXACTLY WHAT HE SAID. He then went on to tell me We will put a rush on blocking and deleting the information as long as you upload a copy of your ID today or tomorrow because thats all thats missing. I see all of the other documents here. And the only thing stopping us from deleting the information is we need a copy of your ID. As soon as we receive it, we will delete the information and not even notify the creditors. If the creditors ask hey why has this account been deleted? then well tell them why. But we wont send any of your documents to them. And once we see your ID, we no longer need it so we will delete it from our system. THIS IS EXACTLY WHAT HE SAID. So that very same day, I re-uploaded the original documents along with a copy of my ID ( which I was very nervous about doing, but I trusted his words ), TWICE. And I have confirmation of this. Then today, XX/XX/XXXX, Experian sent me an email stating they received a copy of my identity theft report, but didnt receive a copy of my ID, or a list of accounts related to identity theft. THIS IS THE FIRST TIME I EVER RECEIVED AN EMAIL LIKE THIS FROM EXPERIAN CLAIMING SUCH LIES. I am very concerned because I have been coerced and tricked into providing a copy of my ID which can be used for anything against me. Especially since I have long been dealing with very intense fraud and theft of my money, and have been dealing with lying and threatening debt collectors for debts that are not mine. Today, XX/XX/XXXX, after receiving the aforementioned email from Experian, I called XXXX XXXX once again. The agent I spoke with in XXXX XXXX was harassing and bullying me, and asked me at least 10 times if I was recording the call because he was worried that his obvious lies would be documented and exposed. He told me over and over that all the other agents were giving me wrong information. He also told me the documents I submitted XX/XX/XXXX had not yet been reviewed. He lied and told me Experian doesnt use e-Oscar or any other automation for disputes. He also told me Experian never investigates disputes. And that my dispute would not be investigated. Then he told me hes not going to allow my documents to be used, and that the information is going to remain on my report as verified and accurate. I accused him of not being a good person due to his obvious hatred for someone he does not know, then asked him if he has a problem with me because Im frustrated, or if he just doesnt like me because he can see that XXXX XXXX. He didnt dispute this and I am left to presume he was racially discriminating against me. Especially since there is simply no way Experian would let this agent treat all consumers this way, and neglect to do anything about it. Especially since all calls are monitored and recorded by Experian. For more evidence of discrimination and harassment and bullying me and committing fraud by this agent, there were 3 XXXX accounts on my report ; 2 were derogatory, 1 paid current. All 3 were disputed as fraud. However, only 1 was blocked and deleted. And it was the good one.Why not the other 2???? This same Experian agent also told me only 1 of the derogatory XXXX accounts was verified as accurate, and that the other was not, and that XXXX had not even responded to the dispute during our phone conversation. However immediately after I hung up on him after him admitting for the 5th or 6th time that he blocked my dispute documents from being reviewed, I see the other derogatory XXXX account was verified as accurate. So this agent verified it as accurate without the creditor even responding to the dispute. This Experian agent also told me that he is going to give a copy of my DL to the creditors in-spite of the law and in-spite of my very clear concern and instruction to him and previous other agents to NOT do that.

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