Consumer complaint received 2024-09-12 00:00:00
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.
State: KY

Complaint narrative:
I recently changed my legal name, and I have made exhaustive attempts to explain my situation to Experian. 

On XX/XX/XXXX, I mailed Experian a letter explaining that I legally changed my name, and that my creditors have already updated this information in their records. I asked Experian to follow suit and update their records with my current name. Attached to my letter, I included copies of the verifying documents requested on Experian 's website. The website requested a copy of my ID, a copy of my checking account statement, and a copy of name change order. 

On XX/XX/XXXX, I received a letter from Experian. The contents of their letter made it seem as if they believed my current name and former name were separate individuals. On that date, I sent a letter back explaining that my former name and current name are the same identity. I rephrased my request to update Experian 's records with my current name as well. 

On XX/XX/XXXX, I received an email from Experian 's dispute department stating my issue had been resolved. However, when I reviewed my credit report, it only had my old name. My Experian account only listed my old name as well. I attempted to reach Experian 's customer service, but I could not reach a representative, and Experian 's AI was not able to comprehend the complexity of my situation. Experian did not explain why the report wasn't updated. 

That day, I discovered that their dispute department has an online portal where one can upload identity documents. Through that portal, I resubmitted the documents Experian 's website claimed was needed to prove that I legally changed my name ( my name change order, my ID, and a checking account statement ). 

On XX/XX/XXXX, Experian confirmed that they were processing the documents via email. 

Today, XX/XX/XXXX, my bank sent me an email stating that I filed an FCRA dispute against them. I did not. I logged into my Experian account, and Experian left me a notification claiming that my dispute is with my bank. They seem to believe my bank has the incorrect name when they do not. 

As I previously explained in my letters, my creditors have the updated name. It is EXPERIAN that only has the former name. If Experian referenced the documents I gave them, they would realize that the name on my ID matches my checking account statement. I submitted the documents hoping EXPERIAN would update my credit report with the current name, and that they would stop using my former name in correspondence with me. As I explained in my letters, the checking account statement was meant to serve as a piece of evidence that I have changed my legal name. 

Once again, I attempted to reach the phone contact Experian provided, but I was not given the opportunity to speak to a representative. 

I'm immensely confused and not sure how to proceed.

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