Consumer complaint received 2024-04-29
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc. (CA)

I called Experians dispute department on XX/XX/year>, on or around XXXXXXXX XXXX PDT. The agent answered the phone, however, his connection was really bad and was fading in and out. It is unacceptable for Experians phone calls to have technical issues, otherwise the agent engaged in call-avoidance and is inappropriate ( case no. : XXXX and XXXX ). I called Experian back on or around XXXXXXXX XXXX PDT. I was routed to the membership department in the XXXX. I spoke to a female XXXX agent who indicated I need to speak to her higher ups within the membership department. I instructed her to NOT transfer to the dispute department. However, she was dishonest and I was transferred the dispute department in Texas. My issue was a membership matter and disputes can not resolve the matter ( case no. : XXXX ). I was then speaking to XXXX in the general dispute department in Texas. I asked XXXX to file a complaint against the previous agent, however, XXXX then transferred me without my knowledge or consent to the main que which transferred me to another general dispute agent. XXXX engaged in call avoidance and an improper transfer. Then I was speaking to XXXX in XXXX XXXX. XXXX stopped talking and the call went silent. The call from Experians side disconnected ( my call was still connected but could only hear silence ). I then called back at XXXX XXXX PDT and was speaking to a female agent in the XXXX membership department. The agent lied and said she shes located in Texas ( even though Texas does not have a membership department and the agent had a XXXX accent ). Then the call went silent and disconnected on the experian side. I then called back and got a female agent named XXXX in the XXXX membership department. XXXX said she has to place the call on hold so she can make a phone call to troubleshoot my membership issue. I was then transferred forthwith, without my knowledge or consent and didnt know why I was being transferred. XXXX was dishonest and intentionally lied ( she did not have to make a phone call as she indicated ). I then was transferred to XXXX in XXXX XXXX general dispute department. I spoke to XXXX on or arounXXXX XXXX XXXX PDT. XXXX was impertinent and interrupted when I asked him not to. I asked XXXX to file a complaint with my previous phone calls, however, he refused. I also asked XXXX to hold for 1-2 minutes. XXXX refused. I informed him Experians policies and procedures are to hold for 1-2 minutes upon request by a consumer ; he still refused and was pugnacious. XXXX then deliberately and willfully disconnected the call ; this is call avoidance. My interaction with Experians agents on XX/XX/year>, was particularly egregious. Moreover, because Experian has a history of ignoring CFPB complaints with generic responses that dont correspond to the complaints in an attempt to escape accountability, I will also file this complaint with the : FTC XXXX XXXX and OAG. ( See also case no. : XXXX ; XXXX ; and XXXX )