Consumer complaint received 2025-03-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
I filed XXXX  case XXXX and Experian has failed to respond to my questions. My questions below are specific and require someone to look into and respond specifically. I have offered to have a call with someone, but Experian does not provide an option, as I've stated below. There is no reason this team has not responded to my case. Please see below : 1. I have several questions for Experian regarding their credit report. Unfortunately, they don't provide chat support and their phone number ( XXXX ) does not lead to an agent. Experian, how are customers expected to get help when they can't speak to a person? Please advise how we are supposed to get in touch with you when the above phone number doesn't lead anywhere. It's the worst customer service possible leading to this complaint. 

2. When logging into my dashboard ( at least on XX/XX/XXXX when this issue was originally filed ) and clicking on my " Amount of debt '' making up 30 % of the pie at the bottom ( attached ), it states that I have ~ $ XXXX in debt yet does not give the breakdown. When I then go to my credit report and go to my credit usage, it states that I have ~ $ XXXX in credit used ( attached ). Why is this discrepancy occurring? My credit score is the same on both parts of your site. It's critical that we know what you're reporting to lenders and there should not be a discrepancy on such an important factor.

3. On the same credit report screen, it states that I have {$17000.00} ( attached ) yet the breakdown only adds to {$15000.00}. Why is this {$17000.00} amount not adding up?

4. I had a lender pull my report as of XX/XX/XXXX and the score they pulled was XXXX points lower than the score being reported on the site on the same day. Why? Again, discrepancies like this cause major issues and I'm not sure why I pulled a completely different number just minutes after the lender. They ( XXXX XXXX  ) only pull from Experian. 

5. On the same credit report screen, it states that I am using 21 % of my credit ( again, attached ), yet the report is only showing {$17000.00} out of {$300000.00} used, which is about 5.7 %. Again, can you please clarify why there are discrepancies all over my credit report?

6. Given that there is a dedicated phone number for updating personal information ( XXXX ), which is also a very unhelpful line where the automated system could not do anything, I found that my name needs a small update on my membership. This should have been able to be quickly handled by the above number. Please correct this : " XXXX XXXX XXXX '' should be " XXXX XXXX XXXX '' 7. Given the mistake in # 4 and the extremely extended support help on Experian 's side with no direct number to contact, XXXX needed to do a hard inquiry given the incorrect information provided. Upon this inquiry, I was approved, as I should have been on XX/XX/XXXX. Given that XXXX does not do hard inquiries unless appealed, I should not have had this hard inquiry put through due to Experian 's mistake. Please remove this hard inquiry and work with XXXX if needed on the same. 

8. I have been an authorized user on XXXX  XXXX XXXX XXXX XXXX ( XXXX ending in XXXX, XXXX in XXXX ) that have never shown on my Experian report. When I contacted XXXX XXXX regarding the same, they stated that they submitted a tradeline reinsertion request to Experian for both cards separately. For the card ending in XXXX, they were told by Experian that Experian is " unable to process the request ''. For the card ending in XXXX, they stated that, as of XX/XX/XXXX, " Experian had not stated whether or not they will be able to process the request ''. XXXX XXXX has said they can not troubleshoot further and that I would need to contact you, the credit bureau, which I did on XX/XX/XXXX and was told by the manager, XXXX ( case XXXX ), that no one on her side can do anything and only the banks can contact the backend teams to get help with this issue and the backend team 's decision. Please clarify both of these issues.

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