Consumer complaint received 2019-09-04 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
Experian, XXXX and XXXX investigated XXXX or XXXX XXXX a credit card which I defaulted on several years back. After I defaulted, I settled and paid {$120.00} as a post settlement payment in XX/XX/XXXX to stop credit reporting. 

In XX/XX/XXXX, I worked a second settlement with XXXX XXXX that this tradeline would be removed from my credit reports through the XXXX in the Ohio Area. ( See attached letter ) Experian which investigated my dispute and determined a different second of facts which are totally erroneous. They determined that the card was in good standing up until XX/XX/XXXX and then there was a charge-off. How the circumstances have changed that this now happened I have no idea. 

First step is submit an second investigation. When you submit a second investigation, Experian prevents you and asks you to upload additional documentation justifying why it is justified. I uploaded the documentation, however, no confirmation number was provided and when I followed-up I was told by the agent they did not receive document I uploaded throughout their dispute portal through experian.com. This is by the far the easiest way to dispute an item and was the means by which I initially challenged the item the first time. 

Thus, when I spoke to the agents all three times, I contacted Experian I was repeatedly to told I need to upload through a website called : www.experian.com/upload. You can't upload documents through here. However, no matter how I uploaded the documents, pdf, scan, jpeg, color, non-color, I get error messages, timeout, etc. ( I have included the error messages. ) Experian makes this impossible. 

To mail Experian requests you to include three forms of identification which is understandable, but once again this is a dispute, which if the form worked online or if the investigation was handled correctly would not require such extensive documentation. Likewise, a subjective and arbitrary review of the documentation could lead to request being denied by an Experian employee. ( Cover Letter document is attached. ) When obtaining credit - time is of the essence and any inaccuracies on your credit report leads to a denial of credit is a denial of liberty. I am seeking a business loan and this keeps happening. 

XXXX same problem. I can't get access to their online portal. You call them, they can't tell you why you can't get access and you need to mail everything in. You mail the documents in and then you can't a letter saying they can't verify your identity when you are disputing something on your credit report. I could have authenticated myself if I can get access to my online dispute portal, but no one can provide me with the number to that dept or tell me why I can't dispute my items online. This is why it is necessary to constantly involve the CFPB. It is incredibly annoying and a waste of time to involve a third party when it is unnecessary, but they respond to a governmental entity this way.

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