Consumer complaint received 2022-03-15
Company: Experian Information Solutions Inc.
State: GA
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:
Please see the attachments for proof of receipt and notice sent. 

I called EXPERIANs customer service department at XXXX on XX/XX/2022 in regards to my notice of dispute. I spoke with a representative whom identified herself as XXXX and was working on behalf of EXPERIAN at XXXX. As a courtesy I advised XXXX that I was recording the call for my own quality and assurance and because EXPERIAN was recording that I had the right to record the call. XXXX rebutted that it was EXPERIANs policy that they could record but we could not continue with the call. XXXX stated she didnt give consent to the recording, and I rebutted that I am in a one person consent state and that I consented to recording. She denied me the ability to gain clarity on my dispute because I was recording ; however, she did transfer me to a supervisor whom identified herself as XXXX and was working on behalf of EXPERIAN at XXXX. XXXX gave the same response after I explained that I was giving her the same courtesy as the previous representative that I was recording for my own quality and assurance. XXXX advised that we could not continue the call if I was recording and stated that EXPERIAN was recording the call for their quality and assurance. I questioned what federal law states that I cant record and she just repeated the same response that it was EXPERIAN policy. I asked what was the difference in EXPERIAN recording and me recording. XXXX was unable to give me a valid reason and only resorted to it was company policy. The call was disconnected at XXXX. 

I called EXPERIAN back at XXXX on XX/XX/2022. I went through the prompts and waited until XXXX upon which I was connected to a representative whom identified herself as XXXX XXXX I advised XXXX that I had confirmation that my notice of dispute was received on XX/XX/2022. XXXX advised that the dispute was initiated on XX/XX/2022. I asked XXXX why were the accounts in dispute still being furnished on my consumer report and file. She said that EXPERIAN does not have the ability to delete the items only the furnisher. I rebutted her that I gave notice and stated 15 USC 1681i says that you must delete the accounts prior until the completion of the 30 days for reinvestigation. XXXX repeated her response. I rebutted with you are failing to comply with the requirement of 15 USC 1681i under which EXPERIAN was civilly liable for willfully and knowingly not complying as I gave EXPERIAN notice that they were violating my consumer rights and are continuing to do so. I asked to speak with a supervisor and was denied. XXXX stated that there was no supervisors available and I advised that I was just disconnected from one. She only offered a call back with a supervisor between 24-72hours before ending the call at XXXX.

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