Consumer complaint received 2024-03-11 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Didn't provide services promised — 
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
Introduction : The purpose of this report is to address the issue of a sudden XXXX drop in the user 's credit score with Experian, accompanied by a lack of explanation and difficulties in obtaining clear answers from customer representatives. Additionally, the user expresses frustration with the extensive identification verification process. 

Credit Score Drop : The user reports a significant drop in their credit score without receiving any explanation from Experian. This situation raises concerns about transparency in the credit reporting process and the impact of such fluctuations on individuals ' financial well-being. 

Communication with Customer Representatives : Despite seeking clarification from Experian 's customer representatives, the user claims they were unable to obtain satisfactory answers. This lack of responsiveness raises questions about the effectiveness of Experian 's customer support in addressing and resolving customers ' concerns. 

Identification Verification Process : The user expresses frustration with Experian 's identification verification process, stating that they were required to submit multiple copies of their ID, Social Security information, and bills. This raises concerns about the security and efficiency of Experian 's systems, as well as the user experience in dealing with identity verification procedures. 

Recommendations : Improved Transparency : Experian should enhance transparency in communicating credit score changes to users by providing detailed explanations for score fluctuations. 
Customer Support Training : Experian should invest in comprehensive training for customer representatives to ensure they can address customer concerns effectively and provide accurate information. 
Streamlined Identification Verification : Experian should review and streamline its identification verification process to ensure security without causing unnecessary inconvenience to users. Clear communication about the necessity of each document submission could also improve user experience. 
Conclusion : In addressing the reported issues, Experian should prioritize transparency, efficient customer support, and an improved identification verification process. This will not only enhance the user experience but also contribute to the overall reliability and trustworthiness of Experian 's credit reporting services. 
Also an ongoing issue with XXXXXXXX XXXX  and XXXX that has significantly impacted my credit score without valid reasons or explanations. 

In their recent response to my inquiry, XXXXXXXX XXXX alleges a late payment dating back to XX/XX/XXXX, for which I made a {$500.00} teller payment on that same day. Strangely, they claim this was the only delinquency of more than 30 days on my account and that it remained unreported until XXXX when I paid off the account. This information is inaccurate, misleading, and raises serious concerns about the integrity of their reporting. 

Furthermore, Experian recently dropped my credit score by XXXX points without providing any valid reasons or explanations. This recurring issue has persisted for over a year, and it's causing significant distress and harm to my creditworthiness. 

I want to highlight the following discrepancies and request your urgent assistance in resolving this matter : Late Payment Inconsistency : The alleged late payment in XXXX was not reported until XXXX, which raises questions about the accuracy and validity of this claim. 
Title Holder Error : The title application indicates that the names on the title were XXXX XXXX and XXXX XXXX. However, the title should only be under XXXX XXXX, as XXXX was merely a cosigner. This misinformation is affecting my credit and should be rectified. 
XXXX Score Drop : Experian, dropped my credit score by XXXX points without providing any explanation. This unjustified action is detrimental to my financial standing and requires immediate attention. 
Stolen Car Situation : XXXXXXXX XXXX XXXX response did not address my stolen car situation, demonstrating a lack of attention to a critical matter. 
I am seeking your intervention to rectify these inaccuracies, ensure fair and accurate reporting, and prevent further unwarranted damage to my credit. Your prompt assistance in this matter is crucial, and I appreciate your attention to resolving this ongoing issue.

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