Consumer complaint received 2024-09-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Personal information incorrect
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
In XXXX my full name officially changed from XXXX XXXX to XXXX XXXX XXXX I updated my name with the IRS, DMV & Social Security Administration. It wasnt until XX/XX/XXXX that I realized I needed to update my name with the credit bureaus. I found this out when I went to apply to purchase a vehicle. I was denied because my name did not match my social security number when it came back from Experian. Since XXXX I have updated my name with XXXX XXXX and XXXX but I have been having trouble with Experian. The first person I spoke with ( in XX/XX/XXXX ) at Experian told me I had to mail in a copy of the court order name change document & a letter requesting my name be updated to Experians physical address. I asked them if they were sure thats all they needed, they said yes. Instead of only sending those two things in I also added a copy of my current drivers license. They told me it could take a month to get updated after they received it. So I called in early XXXX and was told they received it but it needed to go to the correct department. Then I received a voicemail which was on XX/XX/XXXX from someone name XXXX that supposedly works for Experian. She didnt leave any contact information or last name. She just said they also needed a copy of my social security card. Before I did this, I called in to confirm that this voicemail was legit because the first person I spoke with did not ask for a Social Security card. The next man I spoke confirmed yes I needed the social security card and said I can upload it to Experians website. So I did that immediately after getting off the phone. Then I called back in the next week. The next person said they received it. But then they said I needed a whole list of documents. I couldnt upload them to their website experian.com/upload because it only allows you to upload 5 documents total. So I then mailed them in. I wait a couple weeks then called in to make sure they received them. The representative confirmed they did and that my information would be updated by the following Friday which was XX/XX/XXXX. I waited until XX/XX/XXXX to called back in since it was a holiday coming up. I called in yesterday and an elderly lady ( who was rude ) told me that i would have to change my name with any company I have credit with and those companies would report it to experian and then experian would change it. She also said they wont change it because my last name is one letter ( X ). I told her this is the first time someone mentioned that I have to change it with a creditor, i expressed that i have been going through this process since XXXX and not one person has ever said that. I then tried to explain what i have been going through and also asked for a manager. I expressed that by law, if i have provided them with all the correct legal documentation that they have to update my personal information especially since it is a legal name change. I told her that i could sue experian if they dont update it within a certain time frame and if this change is affecting me being able to get a loan/credit etc. Which it is because in XXXX I applied for a car loan through my bank because i thought well they have my name change updated so maybe it will work through them. It got denied through XXXX XXXX XXXX XXXX and they said that my name needs to be updated with experian. At this point i am preparing to sue them if I keep being denied because i really need a vehicle and its causing me hardship right now. But even if i didnt have hardship, i have done everything they asked and provided all the documentation. I have also tried to remain respectful as possible even when their representatives are rude ( which mainly was the older lady i spoke with yesterday- i forgot her name but will see if i can obtain when i call in again ). Anywho, i need this to be handled immediately, if not ill file a suit. I cant believe the other bureaus updated my info but experian refuses to and every i talk to them they tell me something different and it just seems really fishy to me like the people answering are not legit or are not properly trained.

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