Consumer complaint received 2024-10-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Fidelity National Information Services, Inc. (FNIS)
State: NV

Complaint narrative:
I was denied a home equity loan on XXXXXXXX XXXXXX/XX/year> because of the Chexs Systems. C h e x systems apparently reported that I had a bank account closed because of fraudulent activity ( which couldn't be further from the truth )... So I opened an account with ChexSystems online in an effort to dispute this information but I was not able to log into my account even one time. It kept telling me to reset my password, telling me my login wasn't valid, my credentials weren't valid .... I got so many reasons that I wasn't allowed to log in... So on XX/XX/XXXX I called the check system stayed on the phone with the guy for probably over an hour he just kept having me reset the same password had to be XXXX times kept getting the same result so I just stopped trying for the night called back the next day which is today on XXXXXXXX XXXX... Same thing was on the late on the phone with the lady kept having me repeat the same thing over and over reset the password at least 10 times and I kept saying to her we need to do something differently it's not going to work we're doing the same thing over and over again what's the next step and she would say please just reset your password again... I understand it is not anyone 's fault if it's a computer glitch or error here 's what I had a problem with... I told them that I was just denied a home equity loan because it said I had a bank account that was fraudulent it was closed because it was fraudulent and I needed to dispute that immediately because I had a bunch of loans up in the air waiting and I said so forget getting in my account, if we can't do that ... .I need to dispute the information and I asked her could I do that without getting in my account could I just do that with her over the phone and she said sure. She taskedme well which information did you want to dispute? and I said honestly I don't remember which bank it was because it's not true but I know somewhere on my chexs report there was a bank closedfor fraudulent activity and that needs to be taken off we need to dispute that that's not me and I said I think that's the only thing on there and she said no there's more and I said well what else is on there and she said she can't tell me and I said but I can't get into my online account I have all these loans that are going to be basing my loans off this information- big, huge loans and I can't get in my account online and now you're telling me you can't tell me what's on it so she said she could mail me a copy and I said that's not going to work I need this started today I need to get this done today they're going to look at my credit report right now with the check system and just deny my loan because of some misinformation that you guys have on there. So to make a long story short no one would tell me what was in my checks report over the phone or online even though I had already identified myself no one would dispute anything because I could not tell them exactly what I wanted to dispute even though they were aware of the fact that I had no access to my online account and that my loans were already sent out and the creditors would be looking at my account and I could not wait for the report to come in the mail before I got this fixed. And basically that's where it was all left off I told her I had to get off the phone and been on the phone for hours and I had to work I have a job I can't be on the phone with the check systems all day trying to get me in the same account and I think it's could have been an exception made that if it's due to their computer error that I can't get on login to my account and see what's on there they should have made an exception I feel and told me over the phone after I pass the identity verification. So that's what we're left with now I have a check system report with a bunch of false information on it that I have no access to online they won't tell me over the phone and I don't have time to wait for it to come in the mail so all my loans are just going to get denied because of the check systems misinformation and inability to correct the situation for the second day now going on the 3rd. We're supposed to have access to what's in these credit reports I have no access to it I only get access to it after I get denied my loan because of what's in it ... right now that's the only way I can't even find out what's in it is if I get denied a loan. I would like to have this issue resolved immediately I need to get in my online account I need to be able to solve dispute without waiting for snail mail this is 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