Consumer complaint received 2025-06-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I am filing this complaint against Experian for failing to conduct a reasonable investigation into my disputes and for violating the Fair Credit Reporting Act ( FCRA ), 15 U.S. Code 1681i ( a ), and related provisions of federal and state law. 

On XXXX XXXX XXXX, I filed disputes with Experian regarding two tradelines on my credit report : XXXX. XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX As part of the disputes, I submitted XXXX XXXX  documents electronically, which were complete, legible, and critical to support my claims. These documents included material evidence demonstrating inaccuracies or misleading information reported by the furnishers. 

After receiving inadequate results to both disputes, I contacted Experian and spoke to a consumer relations representative. I was shocked to learn that Experian 's internal dispute processing system alters consumer-uploaded documents by converting them from their original format and quality into low-resolution, black-and-white versions. The representative confirmed that these altered versions : 1. Do not preserve the original color, resolution, scale, or pixel quality of the PDFs I uploaded. 

2. May contain pages that are no longer legible to Experian or the data furnisher.

3. Result in Experian and data furnishers receiving materially degraded versions of the documents, severely impairing their ability to assess the dispute properly. 

This practice violates 15 U.S. Code 1681i ( a ) ( 1 ) ( A ), which requires a consumer reporting agency to conduct a reasonable reinvestigation of disputed information. Experian 's failure to retain and transmit my supporting documentation in its original quality directly undermines this obligation, as the investigation was based on incomplete and distorted evidence. 

Further, 15 U.S. Code 1681e ( b ) requires consumer reporting agencies to follow reasonable procedures to assure maximum possible accuracy of information in a consumer report. Experians deficient document-handling system fails to meet this standard, particularly when it knowingly provides illegible or altered dispute materials to data furnishers. 

Additionally, Experians actions may also violate the Florida Deceptive and Unfair Trade Practices Act ( FDUTPA ), XXXX XXXX. XXXX, by engaging in unfair methods of competition and unconscionable, deceptive, or unfair acts or practices in the conduct of trade or commercenamely, misrepresenting the integrity of their dispute-handling process to consumers. 

Had I not investigated the reasons for the denial of my disputes, I would not have known that the denials were based on documentation errors caused by Experians own internal systems. This system flaw critically biases dispute outcomes against consumers, which is both unethical and unlawful.

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