Consumer complaint received 2024-06-22 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: TX

Complaint narrative:
I changed my name legally XX/XX/XXXX, and received a certified court order of said name change. On XX/XX/XXXX, I submitted a dispute with Experian for them to update my name on my credit report since it had not updated at that point. I do not have a copy of the whole dispute at this point, so Im not sure what info I sent in. I most likely sent in the court order name change doc and a copy of my updated license. I heard back, and this was the response I was given : We are responding to your request to change your name on your credit report due to a legal name change. We store information based on identification information provided to us by credit grantors and public records. Once you report your new name to your credit grantor ( s ), they may report it to us. Upon receiving that response, I decided to give it some time and ensure that I updated my name through my credit cards, banks. During this time, I obtained my passport reflecting my new name. I also had my SS card updated as well. That was actually something I did the day after my name was changed. By the end of XXXX, I had legally updated my name through SS and DL. To put further emphasis on the validity of my legal name change, I received certified copies of my name change from the court on XX/XX/XXXX. That same day, I took that document to the Social Security office and updated my new name to match my social security number. On XX/XX/XXXX, I went to the Texas Dept of Public Safety to update my permit legally with my new name. On XX/XX/XXXX, I put my application for my passport through. I received it a month or two later ( I dont have that exact time stamp ). All of those occurances can be verified by XXXX ride history. So, all of my personal info was legally updated by the end of XXXX. As far as financially, I had to wait until I got my new permit before updating it with my employer/financial institution. It was updated with my employer XX/XX/XXXX, and I have the time stamp for that via a Teams message. I dont have time stamps for when it was updated with my bank, but it had to have been around XX/XX/XXXX. I can show proof that my name is correct on my bank account though. The reason I emphasized the actions I took and when for my legal name to be updated is because Experian still has not fully updated my name on their systems, this day of XX/XX/XXXX. So, as I stated earlier, I submitted that first dispute in XXXX and based on the response, decided to wait. I waited until XX/XX/XXXX before taking additional action. By this time now, my name has been updated with everything except XXXX  ( sent info to update it here XX/XX/XXXX via postal mail ) and XXXX XXXX ( info sent to them online XX/XX/XXXX and they still havent updated it ). I dont know if those are the exact dates for sending my info to XXXX or XXXX XXXX but its at least accurate that those things happened that week. So because my name was updated with 3 major credit card companies, I figured Id log in to Experian and check that. Upon logging into my online account, I was greeted with my old name. Figuring this couldnt be a great sign, I looked at my most recent credit report, which at the time was the week of XX/XX/XXXX. It still had my previous name on it. This began a frenzy of calls to try to resolve this. During this time, I also put in a dispute, that had my documentation. I believe this time I included my updated DL. A few days later, this is the result I got back : We are responding to your request to remove a name or Social Security number on your personal credit report. We store information based on identification information provided to us by credit grantors or from information contained in public records. One or more sources of information reported the information you questioned and it is a part of your credit history. 

If you believe a name or Social Security number in your credit report is inaccurate, you may want to contact the source of the information directly. Please contact us by phone at XXXX XXXX XXXX XXXX if you need additional assistance to determine the specific source of this particular information on your credit report. This was received XX/XX/XXXX. Not mentioned is the frenzy of phone calls I had with Experian. One of the agents told me I was not able to send in documents online ( even though I used Experian.com/upload previously ) and that I needed to fax this info to ECA ( Experian Customer affairs ). He said that there was no way he could verify to me this fax number was legitimate. I had asked for the phone number for ECA so that I could make sure the sensitive info I would be sending to ECAs fax ( XXXX ) and he said they did not speak to people. I dont know this agents name, but he was part of the Experian membership inquiry department that the automated system transferred me to. This phone call took place on XX/XX/XXXX, XXXX XXXX  CST to phone number XXXX ( XXXX ) XXXX. I believe it was this same agent that told me that my name shows updated in the system. I informed him that no, I was literally looking at my name on the account which had my previous name, and my most recent credit report still had my old name. He could not verify that what he was telling me was accurate in any way. After getting off of the phone with this agent, I called back again, hoping to get a different department so that I could double check the security of that fax number. I would also like to state at this point Ive sent over personal info to Experian.com/upload twice. This time I got in touch with a very kind lady named XXXX who was in the Texas location office. She was incredibly helpful. She gave me a better number to call, and looked over my account. She informed me that my info is on file- and that I just needed to send over the legal name change court order. I did that, through another dispute and got a result on XX/XX/XXXX. The result was this : Verified and Updated The information you disputed has been verified as accurate, however, information unrelated to your dispute has been updated. Please review your report for the details. Finally! The result I had been waiting for. Or so, I thought. I checked the details of the dispute and it did indeed show my updated name! I logged back into Experian to make sure the changes were there, and guess what? They were indeed not there. I went to account, then personal info and there was my old name still showing as account name. I want to specify here that I did mention in my dispute my membership ID and that it also needed to be updated. I checked the notifications on Experian, and it said You no longer have a FICO score as of XX/XX/XXXX. 
I have not yet figured out the resolution to this. I have my dispute ID numbers, for both of them. The third, and most recent dispute doesnt show through my Experian account. Its only accessible when I manually input the information through the dispute center. So, my new name is not connected to my Experian account and because of this- it is saying I have no score. 
I called this morning, XX/XX/XXXX, to attempt to resolve this. The info I asked for and selected on the previous screen that I did not receive was from this call. I called this number, ( XXXX ) XXXX and spoke to her for about 15 mins. I said that my credit report has been updated to my new name as of XX/XX/XXXX it shows this and that I can provide the dispute info so she can check if needed. I said that my membership info was still showing under my previous name, despite nearly a year of attempts, calls, at trying to update this. It should have been updated when my credit report was. She said she couldnt change it, so I asked her to refer me elsewhere to someone that could. She gave me the dispute phone number and said I need to change it on my credit report. I had already expressed to her the process that included me doing this and it being updated as of XX/XX/XXXX. She seemed unable to actually give a useful and helpful response. She did give me the info for ECA which I already had, but at least now I can see its a legitimate fax number since 2 agents now have given me this info. She refused to give me a contact number for anyone higher up and gave me the dispute phone number, even though that is not what I needed. I have time stamps for each phone call to help corroborate the details. My issue here is that Experian refuses to update my name on the account despite court order and just keeps giving me new numbers to call just to get transferred back to the same department. I do not feel comfortable sending information that they already have on file, again, through either mail or fax. If they have the info, and they do since it was submitted through Experian.com/upload, my name needs to be updated. They are violating a court order, and causing me distress over my score suddenly not existing. At this point, if I need to obtain credit for something, I am unable to be sure that I will be approved due to this. The resolution I wish for is for the information to be updated on my account, and to show my new name under my account. I do not have two identities. I have just updated my name. I need the information to reflect as such. It is a violation of FCRA for my FICO score to suddenly not exist because they refuse to acknowledge that my information is up to date and actually update it. Its XXXX. I dont feel the lengths I am having to go to are warranted and I feel that my personal info is at risk. I do not feel that Experian is appropriately representing themselves and I wish for this to be resolved as soon as possible. XXXX and XXXX have already updated my details as well. I can send any info over by request, I am unsure as to what youd want specifically. Please let me know if there is anything that you would like me to upload so that I can help expedite this.

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 non-monetary relief