Consumer complaint received 2024-10-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
XXXX XXXX, XXXX The date I first learned of the issue with my Experian credit report. My auto insurance company ran a credit check as part of a routine re-evaluation after being a customer for 3 years. My rate increased a significant amount ; when I inquired about the rate increase, they were able to provide me a copy of the personal insurance credit inquiry they had pulled. This report showed that my credit score had drastically reduced from my previous check 3 years prior, and was much lower than the monthly reports from my credit union. Further discussion with XXXX revealed that the information had been provided by Experian. 
After learning about the issue, I made multiple attempts to log in to my Experian account on their website. I was unable to log in because Experian requires you to answer questions about your financial history to gain access to your account ; because Experian had incorrect financial history for me, I was not able to answer the questions correctly. I also made many attempts to contact Experian customer service by phone. I found four separate phone numbers for Experian customer service online. After many hours on the phone across multiple days, it became clear that there was no way to navigate their automated phone tree that allows you to speak to a real human. At this point I was not able to get a copy of my credit report from Experian. 
I also pulled my annual free credit report from annualcreditreport.com. They were able to provide me with credit reports from XXXX and XXXX that were both accurate representations of my financial history and personal information. The website was unable to provide me with a report from Experian due to a technical issue. 
During this time, my parents informed me that they had been receiving mail, mostly bills, for a person 'XXXX XXXX XXXX ( for privacy ) for several years at their address where I used to live. They were unaware that there was any serious issue going on. This leads me to believe that the combining of our accounts happened as early as XXXX ; I never learned of the issue because I rarely use my credit or take out loans, and had never had any issue with normal activities such as renting a home. 
XX/XX/XXXX I submitted a complaint online with WA attorney general. 
XX/XX/XXXX I received email confirmation of receipt from Washington attorney general. 
XX/XX/XXXX Washington attorney general informed me via email that Experian had not responded to their communication. 
XX/XX/XXXX Experian responded to the attorney general with a letter, which they forwarded to me, and Experian mailed me a copy of my credit report. The letter sent states that 2 call attempts were made and no voicemails were left because I didnt have a voicemail set up, but I have always had voicemail set up on all phones I owned. I attempted to call back the unknown numbers after I received the letter but was unable to reach a human. With a copy of my credit report, I was able to identify that the problem on the report is that Experian has combined by account with a second social security number, and the report includes all financial and personal information for both myself and a second person ( XXXX XXXX  ). The credit report shows all of my correct information but also shows all information for this second person. To confound matters, the second person on the account shares my first name, and has addresses in the same town as several of my previous addresses. Some research into the topic found that this is a thing that happens occasionally ; I even found an attorney that has a whole part of their webpage dedicated to cases of combined credit report accounts. The letter from Experian stated that they were reviewing my account, so at this point I was hoping they would easily see and correct the issue. 
XX/XX/XXXX With no response from Experian, I mailed an extensive dispute form with cover letter to Experian. I received no response from Experian. At this point I felt there was nothing I could do to resolve the issue short of hiring a lawyer. 
XX/XX/XXXX After some renewed research effort, I resent the dispute form and cover letter. This time I saved a copy for my records and sent the letter certified mail. Within 2 weeks, I received a post card from Experian stating that they are addressing the dispute and will send me the results of the review. I have had no updates or communication from Experian since that post card. The Consumer Financial Protection Bureau states that credit agencies are required to investigate disputes within 30 days of receiving the dispute ; this timeline has now passed with no response from Experian. 
XX/XX/XXXX - A routine credit check run by a third party showed multiple negative accounts still on my credit report that do not belong to me. Experian has still not resolved the 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