Consumer complaint received 2024-08-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
This complaint has to do with the credit reporting agency : Experian. 

On thursday, XX/XX/XXXX, I was notified by my XXXX XXXX credit monitoring service within my credit card app that I was unfortunately involved in multiple data breaches. It showed that on XX/XX/year>, my social security number along with some other identifiable information such as my address have been shared on the dark web. 

I took some time to mull it over and I finally decided that I will put a freeze on all three of my credit reports to protect it at least temporarily. 

My problem is with Experian. And it is multifaceted. 

1. It is virtually impossible to get through on the toll free number with Experian. Not only is there automated menu system broken, but they're identity verification system within the automated phone system is also broken. It will ask you a series of questions related to your credit file, although I answered correctly, it responds with " I'm sorry we can not connect you at this time please fill out the proper information '' or something to that effect. None of the situations they provided applied to me such as student loans, mortgages, etc. basically whatever you answer you're not going to be connected. 

During the time I was on hold for an approximate total of XXXX minutes, I decided to take matters into my own hands and log into all three credit reporting agencies and put a freeze on my accounts. I was successful in doing so but in the process of doing it with Experian, I noticed that my credit score dropped XXXX points. I was then worried that someone tried to obtain Credit in my name or try to open an account and it was declined resulting in a negative inquiry. I did not see anything different on my account so I called them again. 

Again, was not able to get anyone on the phone. ( Coincidentally, XXXX uses the same automated system with the same male robotic voice. ) They also keep putting you in a loop where you can't get a hold of an agent. 

In the section on the website where it showed that my credit score dropped by XXXX points, there is an explanation as to why it may drop. I was not involved in any of the situations in that explanation. Meaning, the situations that would cause my credit score to drop XXXX points had nothing to do with actions on my part. 

I was able to research and find a direct number that was not a toll free number to contact experian. This is not as widely known. I was able to reach somebody and was transferred and only waited for XXXX minutes. The representative was very kind and calm however she did not have the empowerment or the knowledge to answer my question. I was continuously getting frustrated wondering why my credit score dropped XXXX points and she could not answer. Eventually in frustration she said to me " sigh... I'm sorry, we can only read what's written down ''. I asked her if she could transfer me to another department or another person that was more knowledgeable in this and she suggested credit counseling which frankly, was an insult. I don't need credit counseling I need to know why internally within this organization, my credit score drops XXXX points. 

I know there are all sorts of algorithms and mathematical situations as to why a credit score can vary However... XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX and XXXX all have my credit score at a certain number. 

Experian has my score XXXX POINTS LOWER then everyone. Why the discrepancy? 

Why can't you answer any of my questions over the phone? 

If there is nothing suspicious on my account ( which by the way she didn't go over with me on the phone ), then why can't you answer the question as to why my credit score dropped XXXX points? 

Recently the FTC and the CFPB have investigated the credit reporting agencies over issues like this. Why is this still occurring? I need transparency to know exactly why my score is approximately XXXX points lower than every single other scoring method and model out there including XXXX. Also, fix your automated system when it comes to identity verification because it's broken.

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