Consumer complaint received 2024-11-26 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: MD

Complaint narrative:
I had a credit card with a high balance which I paid off in full and I expected that once it was paid off I should have seen a significant increase in my credit score given my balance and credit utilization would significantly decrease. I went to check my reports with all three credit bureaus and saw a XXXX point increase with XXXX, an over a XXXX point increase with XXXX, however with Experian I noticed only a XXXX point change for my most updated report ( after payment ) which I thought was odd so I looked into what changed from this report and last and what they said was it reported that I now had one less account open ( referring to this one ) and my credit limit of {$30000.00} ( equivalent to the credit limit for this specific card I paid off ) was gone. Under accounts, this account was no longer listed under credit card accounts and instead was under other accounts and all that it said was that the account was open with no status and it was opened XX/XX/year>. This is a huge huge problem as this is an account I have had open since XXXX  and always in good standing with my largest credit limit so of course this incorrect change will impact my credit score. This is a huge issue for Experian to take information and incorrectly reflect it which can have significant impact. I called XXXX XXXX ( the bank the credit card is with ) right away to ensure nothing in fact as changed, which it didnt. Unfortunately Experian customer service was closed for the day so I called them the next day ( today ). It took me over 2 hours to get ahold of an actual human because some of their phone numbers are only automated and the ones that arent you have to be able to get through to the human but most of the time the automated system will say they can not transfer you for that reason because they have only certain things they can transfer for or it will not recognize your voice or keypad entry for some reason. I spoke with 3 people and the last lady in the membership department who is a supervisor confirmed that this issue of the no status was not because I raised a dispute about this but it was present before my dispute which means it is a system issue. The first agent in the dispute department I spoke with asked me how do you want me to dispute this showing little to no understanding of the gravity of this issue nor how to proceed, if hes asking the consumer about the best approach forward. The second agent in the membership department said they will look into this but no idea how many days it will take and then said information reported to them can take 30-45 days to reflect. I understand if information can take 30-45 days to reflect, however, it is not ok to in the meantime reflect inaccurate and wholly fake information. I think under the fair credit reporting act this is a huge violation of the way their system is operating given so much in American society counts on your credit score and lenders/banks are constantly reviewing this information.

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