Consumer complaint received 2025-09-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: Experian Information Solutions Inc.
State: MI

Complaint narrative:
Subject : Lack of Accessible and Equitable Options for Updating Personal Information with Experian What happened : I am trying to update my legal name on my Experian credit report, but Experian does not provide accessible or equitable options for doing so. The only method available is to mail physical documents or use an automated phone line. 

Requiring the use of mail is not feasible for many XXXX people or those with limited resources. For example, I have a 'mail out ' box at my apartment, but the mail carriers do not pick up outgoing mail from it, so I can not send documents from home. Additionally, many people XXXX or not live miles from a post office and do not have reliable transportation, making mail-based solutions impractical. There are surely various other situations and barriers that I am not aware of, which could be resolved or alleviated if more accessible digital options were available. 

Experian offers no email, online contact form, or secure digital upload for documentation. Their online chatbot ( XXXX ) can not escalate issues to a human agent and does not allow for document uploads or the submission of accessibility concerns. There is no advertised accessibility team or process for requesting accommodations. 


Attempts to resolve : I attempted to address this by interacting with Experians XXXX virtual assistant, explicitly stating my need for more accessible options due to XXXX. I asked for the ability to upload documents online, contact a human agent, or to be informed if an accessible option became available in the future. I was told repeatedly that only mail is accepted, and no alternative is available. I asked if my accessibility concern could be forwarded or requested for future improvement and was told there was no such option. 

Here is an example from my chat transcript : Me : Mailing stuff isn't easy for me. Is there an online option or a way to request XXXX? Can I be notified when XXXX is available? 
XXXX bot : " Currently, there is no online option or means to request XXXX. The process requires mail only. '' There are further examples available upon request. 


Impact : This policy discriminates against people with XXXX who may not be able to use mail or phone-based support. It also places unfair burdens on a wide range of consumers who do not have access to reliable mail pickup, live far from post offices, or lack reliable transportation. The absence of digital alternatives makes it substantially harder for many people to keep their credit reports accurate and up to date. 


Additional considerations : There are likely other barriers that I have not personally experienced or identified that could be resolved or reduced by making Experians processes more accessible and digital. Broad accessibility ensures fair access for all consumers, regardless of individual circumstances.

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