Consumer complaint received 2025-05-07 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: LEXISNEXIS
State: KS

Complaint narrative:
In shopping my personal home and auto coverage in late XXXX, I discovered that an insurance carrier, XXXX XXXX, had flagged by consumer report ( specifically the LexisNexis CLUE database ) with a loss that had no relationship to me. This information was discovered by an insurance agent I was using to shop my coverage. She advised me to dispute the erroneous information with LexisNexis. I filed a dispute with LexisNexis in XX/XX/XXXX. LexisNexis responded on XXXX XXXX and denied my dispute after reviewing their records. I spoke with LexisNexis and they informed me they confirmed XXXX XXXX had made this report. I told them the XXXX XXXX information was inaccurate and they told me they would reinvestigate. On XX/XX/XXXX LexisNexis informed me that XXXX XXXX " confirmed '' its information as accurate. I had never been insured with XXXX XXXX, had never reported a loss to XXXX XXXX and had no association with XXXX XXXX or the policyholder named in the theft claim. LexisNexis made no attempt to independently verify the accuracy of the XXXX XXXX report ( e.g. XXXX XXXX would have no personal identifying information regarding me in their records ). LexisNexis instead instruct me to dispute the information with XXXX XXXX. I made numerous calls both the the XXXX XXXX underwriting and claims department regarding the erroneous information. XXXX XXXX had no process for investigating my dispute and refused to provide any guidance for correcting the misinformation. I recontacted LexisNexis and they advised that they could not do anything further and advised me submit a Personal/Consumer statement that would be attached to any future reports outlining my dispute with both XXXX XXXX and LexisNexis. I did so via their website providing verification of my identity via an alternative method they provided. I contacted them to confirm they received the information and asked when to expected an updated report. On XX/XX/XXXX they indicated an update report would be provided in 7 to 10 days. On XX/XX/XXXX I contacted LexisNexis again to ask when an updated report would be provided. Contacting LexisNexis routinely requires numerous calls and 10 to 15 minutes to reach a live person. I then routinely am asked to provide verification information ( SSN, DOB, address, etc ) despite having previously verified my identification and providing their own case number, consumer number etc. I remind them I do not know their organization, do not know where they are located ( although I suspect it is an offshore call center ) have no insight into the security of their facility except that I know they have already compromised my consumer information by erroneously attaching incorrect information. Because they have not followed thru on providing an updated report that I can use to confirm my personal statement has been included or that XXXX XXXX I am at a loss as to how to proceed. 

Accordingly, I filed a Consumer Complaint with the Kansas Department of Insurance regarding XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX, the Kansas Insurance Department reported that XXXX XXXX was now acknowledging the error and promised to make a correction. On XX/XX/XXXX I followed up with LexisNexis regarding my request for an updated Credit Report that would include my dispute statement and informed them regarding the XXXX XXXX acknowledgment. LexisNexis refused to explain why an updated report had not been provided despite my online request more than 30 days earlier. 

As a result of LexisNexis neither having a reasonable processes for dispute erroneous information, or a timely method for obtaining an updated report containing a personal/consumer statement, I have been unable to shop my insurance for 5 months despite rising home and auto insurance costs. LexisNexis has a burdensome process that would impede any normal consumer from obtaining a correction or meaningful relief. LexisNexis requires no verification from their insurance company clients to make certain only accurate data is submitted. I am a practicing attorney, and over the last 5 months I have struggled to navigate the LexisNexis bureaucracy ( while also protecting my personal data ) except with the help of government agencies who regulate the insurance industry. And yet, 5 months later I am still unable to correct what is an obvious error on my LexisNexis report. Any assistance you can provide would be appreciated.

Company response to consumer: Closed with explanation