Consumer complaint received 2024-10-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
Something has happened to Experian. This company used to be readily available to help its customers. Experian has the most user-friendly online functionality. I base this on my 38 years working major IT projects in the XXXX XXXX XXXX XXXX. 

Experian has shifted its company goals and objectives to a " Sell, Sell, Sell '' mode. This company now displays " available '' credit card options and " Loan '' options on their website as more of a pass-thru process.

The companies that you end up with are horrible! 

Experian does not validate or verify any companies or company products before throwing it up on their website. The same problem exists with XXXX XXXX XXXX vendors. 

Companies want to " sell, sell, sell '' and promote sales in any way they can ; however, the consumer suffers by ending up with a literal mess to clean up.

The consumers are literally performing Quality Assurance on virtually everything we encounter nowadays because large companies, corporate America simply can not be bothered because it costs their bottom line way too much money. 

For example, I signed up for a XXXX XXXX Credit Card offering via Experian 's website and this is what I experienced : XXXX. XXXX  XXXX - a financial company - could not process a Return on a product correctly. Their system added the Return amount as a new PURCHASE!

A. This happened more than once! 
XXXX. XXXX  XXXX ships their work offshore - disputes being one function shipped offshore.

A. The offshore personnel are not trained the same way as onshore.

B. The offshore personnel take weeks to process disputes ; whereas, onshore processes disputes in a couple of days.

3. It got so bad, I finally closed the XXXX XXXX Credit Card Account. 
A. That same account now appears incorrectly on my Credit Report! 
B. Now, I have to manage the dispute process with Experian- which is very cumbersome. 

In addition to the above mess- Experian has changed their call center access such that you literally can not get through to speak to a live agent. The 800 # s literally block access to the call center personnel and literally hang up on you! 

The problem XXXX Numbers = ( XXXX ) XXXX, ( XXXX ) XXXX, ( XXXX ) XXXX. 

When you finally do get through this mess, the personnel are not even trained on the basics! 

XXXX. XXXX could not be bothered to assist with anything - and his dog is barking in the background, so this did not lend itself to a quality call at all. 
XXXX. XXXX could not understand anything, repeated everything and did nothing in response to specific questions posed to him. He " said '' he opened XXXX # XXXX in response to my XXXX # problems and XXXX not caring to do anything. 
A. However, XXXX struggled to answer a basic question as to why my XXXX XXXX tanked from XXXX to XXXX in just a matter of days. 
XXXX XXXX had no clue whatsoever. 
XXXX. I called again - got a third person ( male ) and he knew less about his process than XXXX did! 
A. He didn't even know what the Customer Complaint system was or how to access it!!! 

I have major, major issues with Experian 's daily call center operations at this point in time = XXXX. Their XXXX Numbers are structured/programmed to purposely BLOCK inbound calls from all call center personnel.

2. IF you can eventually get through to an actual live agent, the agents have no formal training to answer even the most basic questions related to our Credit Reports!

There has been a significant and marked deterioration in the quality of service provided by Experian call center personnel since the last time I made contact.

Furthermore, there is a blatant disregard for any type of quality verification of any of the product/services displayed on the Experian website.

Experian literally throws the consumers to the wolves and we end up with a mess appearing on our Credit Reports!

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