Consumer complaint received 2025-12-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
On Friday XX/XX/year> I made several phone calls to Experian about an issue I'd been having with my Credit Report and related XXXX XXXX not being accurately depicted on their website and app, specifically that positive credit reporting from my XXXX XXXX Bank XXXX XXXX accounts were not being updated and reflected in my Experian Credit Report XXXX XXXX XXXX. I initially made several calls to Experian 's XXXX Services phone number utilizing their automated system in effort to speak to a live agent, yet the system kept hanging up on me. I moved onto calling their " business accounts '' phone line that same day. After self-advocating with various associates from their business phone line [ not Member Services Line ], I was allowed to speak to an " Experian Escalations Department '' Supervisor. I was given XXXX separate ticket numbers regarding my claim. And told that their team would work to resolve the issue and I will receive correspondence from their team via email with to resolve the issue. The only emails I received were automated responses explaining they had received my ticket. 

On Monday, XX/XX/XXXX at XXXX XXXX XXXX XXXX through the business accounts phone number, I spoke to a live service agent in the " Disputes '' department who identified themselves as " XXXX '', who claimed no supervisors were available in Experian XXXX " Escalations Department '' to speak to me and that I can either use the Experian Member Services Automated System or accept a callback with an estimated response time of XXXX - XXXX hours from XXXX of their supervisors. XXXX also expressed that as a Free Membership account holder, only the automated system from XXXX Services would be available to me to help resolve my issue, as opposed to a live service agent. 

At XXXX AM after I expressed my dissatisfaction, and unwillingness to leave the call until the issue had been resolved and placing XXXX on a brief hold to take notes regarding our interaction, XXXX suddenly revealed that she spoke to her supervisor, " XXXX '' who would now allocate time to speak to me immediately. 

After XXXX transferred me, I was placed on a brief hold. " XXXX '' picked up the phone. " XXXX '' took down my complaints again, accessed my previous ticket numbers and filed a new XXXX ticket, giving me the new ticket number. " XXXX '' transferred me to " XXXX XXXX, a live agent from Experian XXXX Services. 

" XXXX '' communicates that he will have " Escalations '' email me back with updates about resolving the issue. 

" XXXX '' claims a Third-party named " XXXX XXXX XXXX '' handles the software that updates Experian XXXX, which is why Experian is XXXX to keep track of my banking information in real-time, yet this issue of inaccurate XXXX XXXX persists. XXXX stated that we [ he and I ] had taken the necessary steps to get this issue resolved and that there was no specific time frame by which I XXXX expect to have this issue fully resolved. I inquired how can I speak with XXXX Services to follow up. " XXXX XXXX reiterated that I can call the Member Services phone number, confirming that I, as a Free Member would not be given access to direct communication with a Member Services Live Agent, but to call anyway based on anecdotal experiences he has heard from other customers sometimes getting this to work. He also gave me the below department phone number as a potential means to get a live Experian agent to transfers me to an Experian XXXX XXXX team member. 

Experian XXXX XXXX XXXX

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