Consumer complaint received 2023-12-23 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: NY

Complaint narrative:
On XX/XX/XXXX I made a call to the XXXX XXXX department for XXXX  XXXX XXXX  made the call around XXXX XXXX  Eastern standard time around XXXX XXXX  Eastern standard time after explaining me wanting them to remove the derogatory information on my credit report the customer service representative at the time Told me all I would have to do is submit a dispute and that they have received no disputes for this account. I find that funny because I had submitted several disputes asking them to remove the derogatory information and I explained this to the guy. I also explained how there were {$700.00} approximately in fraudulent on authorized transactions on my  credit card account when it was opened around XX/XX/XXXX is when the card was officially open with the {$400.00} credit limit so in XX/XX/XXXX twenty1 from looking at past statements that I no longer have access to. I noticed that there were unauthorized activity Like, from XXXX, XXXX and for bills that I did not authorize, I never gave permission for anyone to use my card. I was the only one that use my card. I never wrote down any pin numbers or save my card on any of my bills that I normally pay, I am a victim of identity. I am a victim of cyber hacker, stealing my information and using it to ruin my credit. After explaining that, I had {$700.00} approximately and fraudulent activity and not authorize use he transferred me to a claims representative to start a dispute, then got very nasty with me and his behavior and attitude, and stated that they have not received any disputes from the credit bureaus for my alleged fraud, I find that funny, considering the amount of times I had spoken to Experian, XXXX and XXXX, regarding the fraudulent activity and the cyber crime. I am victim too. This guy acted like he didnt care I sent XXXX XXXX XXXX a letter with my updated email address and telephone number which by the way, I no longer have access to the number that I had written down on that letter because I had to change my phone number once again because this person who is stalking my family and stealing our credit and identity had gotten a hold of our phone number but the email that I wrote the original letter is still active. I explained to him that the email he currently had in his system which was XXXX is no longer active due to that email account getting hacked and me not being able to ever recover that email I also explained I now use an XXXX email as it is a lot more secure and a lot harder for someone to steal this email since XXXX is very good in their security. XXXX  also explained how at XXXX XXXX  one of their representatives from customer service told me that I could have the derogatory information deleted since I had paid back the debt he over me and told me that nothing would happen until they did their own investigation now keep in mind I had filed several disputes a police report with all three credit bureaus so any information that I had sent to the credit bureaus would have been forwarded to XXXX  XXXX XXXX, because the credit bureaus share whatever I share with them he then played this game like he couldnt hear me and got really silent and I know he was there listening because I could hear him very clearly and he can hear me very clearly whenever I would talk about something different but whenever I talked about the customer service representative stating that I could have the derogatory information deleted, thats when he acted like he couldnt hear me, and then he finally says, sir nothing is going to be deleted from your credit file until we do our own investigation, and that would include you filling out a claim with supporting documentation. 
Now I had done some research and learned that I am not the only one who had problems with this bank. It appears to me that several customers have had complaints regarding the bank, not listening, harassing to get their money back like they did with me before I paid this balance in full I was getting calls nonstop from multiple different numbers and when I would block the number, they would call me from the weird number that I had never seen before, and then once they got their payment, thats when all communication stopped Now I do believe that there is a law against creditors or collection agencies, harassing their customers to get a debt paid. So all Im asking for is if they are refusing to file a claim for the money stolen from me then I asked that the account be deleted from my credit file with all credit reporting agencies. 
I did save the timestamp and it reads XX/XX/XXXX XXXX XXXX outgoing call 39 minutes I would also like to mention that when he read the original letter with my updated email and phone number here at first was gon na update the email but then later changed his mind and said Im not updating the email and that I would have to resend another letter and wait another two weeks for it to be updated in the system, I had spent a lot of money sending them letters back-and-forth because at first I was trying to get my account reinstated with a new account number so I had spent already {$60.00} in mailing fees with the Postal Service XXXX, my identity accepting ownership for the account and the terms and conditions like they originally wanted me to, and then I got another letter in the mail, stating that I had originally filed as dispute and they werent sure why I was wanting to reinstate my account considering that there was brought on the account and that I would have to file a claim with fraud department, which I did get in touch with that same day I believe that was the guy that was from the claims department also was a fraud and investigator who told me that nothing was going to be updated

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