Consumer complaint received 2025-04-27 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: AL

Complaint narrative:
I've emailed their top leadership but they have ignored this. They condone personal to tarnish a long-term banker for over XXXX years with the company. 

XXXX XXXX XXXX I am writing to formally address several unresolved issues concerning my credit card account with XXXX XXXX XXXX XXXX ( XXXX ). As a loyal member for XXXX years, I am deeply concerned about the handling of my account and the lack of adequate support. The following outlines the specific issues encountered : XXXX. Unauthorized Transactions on a Frozen Card Issue : Approximately XXXX years ago, I froze my XXXX credit card to prevent further transactions. Despite this action, unauthorized transactions, particularly from subscription services, continued to be processed on the frozen card. 
Impact : These unauthorized charges have led to financial discrepancies and have been a source of significant distress. 

2. Inadequate Transaction Transparency Issue : Following an update to XXXX mobile application, I have been unable to view transaction histories beyond the current month. This limitation disrupts my financial management, as I rely on reviewing past transactions to monitor spending and verify account activity.

Impact : The inability to access comprehensive transaction history has hindered my ability to effectively manage my finances and reconcile account statements.

3. Unfulfilled Requests for Transaction Records Issue : I requested a XXXX file of all my transactions to reconcile discrepancies. Despite multiple calls and messages through XXXX app, my request was ignored. Additionally, my messages within the app were deleted without my consent, eliminating crucial records of our communications. 
Impact : The lack of response and deletion of communications have impeded my efforts to resolve account discrepancies and maintain accurate financial records. 

4. Negative Impact on Credit Score and Harassment Issue : Due to these unresolved issues, my credit score has been adversely affected. Instead of addressing my concerns, I am now subjected to daily automated calls instructing me to call back, without the option to speak to a live agent. My requests for a manager to contact me have been consistently ignored.

Impact : This situation has led to a significant drop in my credit score, approximately XXXX points, over a relatively small outstanding balance of {$60.00}. The ongoing automated calls and lack of direct communication have caused considerable distress. 

XXXX. Retaliatory Actions Issue : After expressing my dissatisfaction and indicating that I considered the matter closed if management was unwilling to contact me, XXXX ceased communication for an extended period. Recently, they resumed contact in a manner I perceive as retaliatory and harassing, including frequent automated calls instructing me to call back, without the option to speak to a live agent, and imposition of late fees despite my efforts to resolve payment issues caused by their system errors. 
Impact : These actions have caused significant distress and have further eroded my trust in XXXXXXXX commitment to customer service. 

6. Deletion of Communications Issue : I have observed that my messages sent through XXXX mobile app have been deleted without my consent. This action has resulted in the loss of crucial records of our communications, hindering my ability to resolve the issues effectively. 
Impact : The deletion of communications has obstructed my efforts to maintain a clear record of interactions with XXXX, complicating the resolution of ongoing issues. 

I have made every effort to resolve these matters directly with XXXX but have been met with inadequate responses and unfulfilled commitments. I am now seeking your assistance to address these concerns promptly and effectively. 

* * I followed XXXX request and XXXX answered via XXXX and not so many words, she said XXXX XXXX XXXX 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