Consumer complaint received 2025-07-24 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: IN

Complaint narrative:
I applied for and received a XXXX account thru my bank, XXXX XXXX XXXX XXXXXXXX, in XXXX of XXXX. This XXXX  is administered by XXXXXXXX XXXX 

After being approved and before I received a card I attempted to activate the online account. I had difficulty in doing so, after numerous excuses/stories as to why I was having a hard time I was finally told it was because of my email account and that the XXXX XXXX wouldn't accept it. XXXX XXXX  would send me emails to that account but their XXXX party people still wouldn't allow me to use it. I tested this with another email account I have for emergencies and it worked. XXXX XXXX  and their XXXX party people refused to do anything about it. 

Before the end of XX/XX/XXXX I told XXXX XXXX  your fired, close my account. 

I recently came to find out that instead of coding the reason for it closed by me they coded it " closed by XXXX XXXX '' which is a lie and I have my email to XXXX advising them I wanted it closed and why. 

I communicated this situation to XXXX and they corrected it to " closed by consumer '', I have attached the letter dated XX/XX/XXXX that they mailed to me indicating this. The letter is from XXXX XXXX in their compliance dept.. 

As indicated in the letter I pulled my bureaus that had XXXX on them to see if they corrected it after being told to do so by XXXX, XXXX did the other, Experian, hasn't and is being difficult in making the correction as evidenced by emails from them even after I created XXXX disputes with Experian. The XXXX dispute was about them not making the correction after being informed by XXXX, the XXXX one was about not making the correction after I disputed their XXXX decision to not do as XXXX required them to. 

In their XXXX refusal to do as XXXX told them they said " The company that reported the information has certified to Experian that the information is accurate. This item was not changed as a result of our processing of your dispute. Please review your report for the details. '' I don't believe they ever communicated with XXXX over this. 

These boneheads are lying, why would XXXX tell them to make the change and why would XXXX bureau make the correction after being told to so by XXXX if the original " information '', whatever that is, was accurate? Also why would XXXX send me a letter saying they told the bureaus to make the change if what Experian shows is accurate? Accurate like the weatherman maybe. 

I was told by XXXX that they pulled my Experian XXXX when I applied. 

In the next dispute I was able to upload the XXXX letter advising me that they have communicated with the bureaus to make the appropriate change. 

Experians reply to that dispute is " We reviewed the documentation you provided with your dispute, but determined that it was not sufficient to make the changes or deletions you requested. We then forwarded your documentation to the furnisher of the information, along with a description of your dispute, and asked them to investigate your dispute. If the item you disputed was a public record, we contacted the vendor who collected the information from a public record source and asked them to verify the public record information. The results of our reinvestigation are included here. '' This is total idiocy, these boneheads were sent by XXXX instructions to make the change from " by XXXX '' to " by consumer '', at least that's what XXXX 's letter indicates, so either XXXX or Experian are lying, if it's XXXX, why did the other bureau get changed, so it must be Experian. 

Yesterday I called Experian about an issue logging in, apparently they have XXXX pages you can log in from XXXX works the other doesn't, something they are most likely unaware of, and asked the XXXX if she could look at my report and tell me what the reason for closing the XXXX account is, she told me it says " closed by consumer '', after logging in I looked and it says " closed by XXXX XXXX ''. XXXX......... 

After this exchange yesterday I received the Experian email @ XXXX that says basically they don't believe XXXX XXXX letter. More hmmmmmm......... 

Experian needs to get this fixed, enough of the 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