Consumer complaint received 2024-07-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: PR

Complaint narrative:
I legally changed my name through the courts, my Legal Name is XXXX XXXX I am working on building my personal credit score, and have paid a company to assist with this. We began running into issues when Experian stopped providing me with a credit report. After several attempts, and hours of research I was finally able to get an Customer Service Rep from Experian on the phone. They told me I was required to provide them with all of my documents ; Birth Certificate, SSN, Drivers License, etc, which I did. I was told it would take XXXX weeks to confirm all of the info. I called back XXXX weeks later, and after spending XXXX hours on the phone, was assured that event thought it still wasn't updated, they had received everything, and my report would automatically be updated the next day... I waited another week and nothing was still updated, so after calling back in and being transferred through several departments, they told me that it wasn't their issue, and I needed to contact XXXX, because that's where Experian got their info. Experian told me that XXXX was misreporting, and that was causing the issue... I called XXXX, and after spending several days trying to sort our the issue, and paying for their monitoring services, they assured me that it was the other way around, and there was nothing they could do to get my reports from Experian... I paid for many additional services over the last year to try and fix the issue, including My Free Credit Report, XXXX Monitoring, Fund and Grow Credit Services, and XXXX XXXX XXXX, and more, all totaling to over {$1000.00}. Nobody has been able to make any progress in resolving this issue. They can still not provide me with my report. I called Experian back, and spent several hours on the phone, moving up through super visors and speaking with different departments. They told my that the issue is that because my last name is a single letter ( This was legally done, all of my legal documents and banks show my name with a single letter last name, XXXX XXXX ) they are unable to provide my report, however if I use the name XXXX XXXX I can pull my report. They resolution that they provided me with was mailing me a copy of my report, with a name that doesn't belong to me, and is therefore rendered useless... I was screamed at by a supervisor for " Not listening and not following his directions by using the report they provided '' Keep in mind, they report the sent me is using a name, that is not mine, and I have no legal documents for... This has been an ongoing issue for over a year now, and I am at a complete loss as to how to move forward. I've been denied credit, loans, and housing, due to the fact that there is no credit report for me, when previously I had a credit report of well over 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