Consumer complaint received 2025-04-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: PA

Complaint narrative:
I am writing to file a formal complaint regarding my recent phone call to your customer service department. After speaking with 1 agent about the dispute information, I provided the dispute number which he was able to look up information without pressing me for a account name but he also never provided me with the information I asked for. He brought up the XXXX account which was not the reason for my call. After I advised him its reporting an incorrect name, incorrect past due history with no reported payments, also I was not residing at the location at the time of service he transferred me to fraud to file a fraud claim. I spoke with XXXX we got into a discussion about what the last agent told me and she advised the information I was provided was incorrect. When I asked about my name change. I asked her about my personal information and what I can have reflect on my account, I was not provided with proper information which left me confused. She advised Accurate variation of my name- can not be removed from my credit report. I asked her how do you know whats accurate? She could not answer my question. She asked if there was another account she can assist me with, I asked her what can she help with to get a clear understanding of what I can have completed with her because she was combative and condescending. I also called to request information about a dispute that is not visible on my online account. Despite providing my report number, I was told by XXXX that I must provide the name of the account Im disputing, which I was unable to do due to the lack of information online. I had advised her of this multiple times. We kept going back and forth She continued to ask for information I do not have. I asked for a supervisor and what I was told by XXXX, the supervisor will tell you the same thing. She made sure to repeat this multiple times. She also asked me why do you want to speak with a supervisor? As if the reason was not obvious, I was furious. The representative refused to escalate the call or allow me to speak to a supervisor or someone else and eventually disconnected the call. I told her they can contact me on the phone number on file as I did not feel comfortable providing anymore of my information. She proceeded to ask me for a callback number and demanded it needed to be provided. She did not submit a call back that I requested due to the situation, instead I was hung up on. I was on the phone for over an hour with no resolution to my issue. I only called because thats what your website instructed me to do to get my dispute information. I left hung up on, confused, and back to square one with trying to get some help with my credit report. This experience was one of the most horrible experiences and truly wasted valuable time. 

This behavior was unprofessional and obstructed my attempt to address inaccurate information on my credit report. I am requesting a full copy of the dispute details related to the report number above, as well as immediate correction of any inaccurate information on my file. 

Please treat this as a formal request to review and respond to my dispute and issue a proper resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

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