Consumer complaint received 2025-04-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I am writing to formally file another complaint against XXXX XXXX regarding a series of ongoing issues with their customer service, account management, and failure to provide accurate and consistent documentation, particularly in relation to my credit card account. Despite my numerous attempts to resolve these issues, XXXX XXXX refuses to acknowledge liability in maintaining accurate consumer information, timely access to accounts or policies that affect those with XXXX. 

Account Access and Identity Verification Issues Throughout XXXX, I experienced consistent difficulties accessing my XXXX XXXX account online, despite verifying critical pieces of identity such as my social security number and birthdate. I was repeatedly directed to call their call center, where I provided detailed personal information to verify my identity, including old street names and previous trade accounts. However, each time I called, representatives were unable to confirm my identity, and I was refused access to my account. I was also unable to provide my account number, as I did not have physical access to the credit card, and XXXX XXXX refused to provide an alternate means of verification.. 

As a XXXX individual, I was unable to visit the nearest branch to attempt to resolve this issue in person. This lack of reasonable accommodations for XXXX individuals is unacceptable and highlights a failure in XXXX XXXX system to be accessible to all customers. Furthermore, in-branch XXXX XXXX employees have claimed that they have limited access to many features that the national/international call center has, so there are serious doubts to any resolution that could happen given XXXX XXXX 's perpetual XXXX XXXX " pass responsibility '' to whomever a customer contacts. This is a consistent pattern for XXXX XXXX, identified with nearly XXXX decades of banking with the institution. 

Online Banking Access According to XXXX XXXX response, Based on your shared concerns, we have reviewed your online banking activity from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, there were unsuccessful attempts to access the online banking, our records show that we did not block the online banking or prevent you from accessing the online banking channel and we were able to verify that only a password reset was needed which is able to be completed online as well using the email attached to the online banking account. We can confirm that once the password reset was completed, there were no restrictions that would have prevented you from accessing your account online. 

This is simply not accurate. I was never able to access online banking due to restrictions and the system would not allow me to reset my password via its automated system. Numerous calls were made to resolve this, but the representative told me it would be impossible to send to reset without identity verification into account, despite my XXXX email address attached to the account being both accessible and the same since XXXX. I also told a member of XXXX XXXX Executive Department, tasked to address CFRB complaints, that I continued to have no access into online banking in order to view final statements. She prompted me to try again, which I did while she was on the line, and could not gain access. She could not provide access and claimed I had to escalate the issue to IT as it could be an internal system issue. I have no faith at this point that XXXX XXXX has any true desire to fix this online banking access issues which is undoubtedly affecting others. 

Credit Card XXXX and Collections Started Despite being a customer who had consistently paid my credit card on time for over 10 years, my credit card account was closed in XX/XX/XXXX, and collections were initiated. This situation damaged my credit, as my account was reported as being XXXX days late to the credit bureaus, resulting in a significant drop of over XXXX points in my credit score. This is in stark contrast to my previous payment history, which had always been timely and responsible. 

Inconsistent Account Resolution and Failure to Provide Written Confirmation In XX/XX/XXXX, I contacted XXXX XXXX collections to settle my credit card debt after receiving a settlement offer for 60 % of the total owed. Surprisingly, after multiple attempts, XXXX XXXX representatives were able to verify my identity and process the payment within minutes, a stark contrast to the earlier challenges I faced with identity verification. 

However, the final representative I spoke with assured me that the debt would be " settled for less than the full balance '' and that the account would be fully closed and reported as such on my credit report. Despite this verbal assurance, I have not received any written confirmation of the settlement, and as of XX/XX/XXXX, my credit report still shows a remaining balance of {$240.00} on the account well into XXXX, resulting in a decline of an loan due to the incorrect reporting. 
XXXX and XXXX Failure to Resolve Previous CFPB Complaints I previously submitted a complaint to XXXX XXXX through the CFPB XXXX these issues, and while I received a response from their executive services bureau, the matter remains unresolved. I was informed that a representative would call me back to address my concerns, yet they missed the first appointment to do so and follow up with Executive Department employees was spotty. XXXX XXXX failure to address these issues in a timely and satisfactory manner has caused ongoing frustration and significant financial harm. 

Inconsistent and Invalid Documentation Further complicating this matter, XXXX XXXX response to my previous CFPB complaint included proof of address that was inconsistent, invalid, and incorrect. This lack of accurate documentation has only compounded the difficulties I have faced in resolving my account issues. 
There are significant discrepancies in XXXX XXXX response to my previous complaints filed through the Consumer Financial Protection Bureau ( CFPB ). Specifically, the documentation provided by XXXX XXXX in response to complaints XXXX and XXXX, including credit card statements and debt collection letters, consistently contained errors in the address format, which not only misrepresented my address but also listed addresses that do not exist. 
XXXX XXXX indicated in XX/XX/XXXX : We confirmed you were previously notified that your account was past due and that payment was needed to bring your account current, we also provided multiple options to make payment to the account such as mailing in a payment, calling us, completing the payment online, or stepping into a branch on the enclosed letters which were mailed to you. 
The proof of address provided by XXXX XXXX in these responses was repeatedly in an incorrect format, failing to meet XXXX XXXX ( Coding Accuracy Support System ) compliance, which ensures proper addressing for efficient mail delivery. This non-compliance is critical because it directly impacts the validity and accuracy of the documents being submitted as proof of address. The addresses listed in the statements and debt collection letters did not match the correct format for standard postal delivery, which further calls into question the legitimacy of XXXX XXXX documentation. 
Moreover, the addresses shown on the credit card statements and collection letters from XXXX XXXX were not even real, existing addresses. This raises serious concerns about the accuracy and authenticity of the documentation being provided. Since XXXX XXXX relies on these documents as " proof of address '' in resolving complaints, the inclusion of incorrect and non-existent addresses undermines the credibility of their response and demonstrates a lack of attention to detail. This not only affects the integrity of my credit history but also suggests an ongoing failure by XXXX XXXX to handle customer information in a responsible and compliant manner. 
These address discrepancies are more than just clerical errors ; they complicate efforts to resolve my complaint and further delay a fair resolution. Given the critical role that proper address documentation plays in verifying customer identities and processing complaints, XXXX XXXX failure to provide accurate and compliant records has hindered my ability to resolve this matter satisfactorily. 

Attached to this complaint is evidence of these address inconsistencies, provided by XXXX XXXX as supposed proof that the bank had no liability or responsibility to correct this issue. Only XXXX XXXX correspondence on XX/XX/XXXX ( after the account was closed ) reflected the correct, CASS-compfaint and deliverable address.

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