Consumer complaint received 2024-12-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: OH

Complaint narrative:
I am submitting this formal complaint to demand immediate action against XXXX XXXX XXXX for egregious negligence, failure to safeguard consumer data, and willful refusal to rectify unauthorized access that severely impacted my credit. XXXX XXXX 's repeated deflection of responsibility and contradictory responses demonstrate gross misconduct and necessitate regulatory intervention without delay. 

Background of Violations : Unauthorized Access and Blatant Negligence : XXXX XXXX failed to implement the most basic security measures, allowing unauthorized access to my account. As a result, my ex-wife manipulated my account through their online portal without my consent, leading to 21 instances of 30-day late payments, 7 instances of 60-day late payments, 2 instances of 90-day late payments, and 2 instances of 120-day late payments. This is not just negligenceit is a gross breach of duty that has irreparably damaged my credit. XXXXXXXX XXXX lack of oversight is a direct violation of consumer protection laws, the Fair Credit Reporting Act ( FCRA ), and data security standards. 

Admission of Unauthorized Access but Willful Refusal to Act : XXXX XXXX explicitly admitted in writing on my previous complaint that unauthorized changes were made to my account, yet astonishingly dismissed responsibility by claiming they " can not control when a person creates an account on the portal. '' This statement is a blatant admission of negligence and failure to protect consumer data. Refusing to correct the resulting credit damage constitutes willful noncompliance with the FCRA and displays a reckless disregard for consumer rights. 

Contradictory Responses and Deceptive Practices : Recorded calls with XXXX XXXX representatives confirm acknowledgment of errors and fault, yet written responses from the company deny all wrongdoing. This inconsistency reveals deceptive practices designed to mislead consumers and avoid accountability. I formally demand that XXXX XXXX produce full transcripts or recordings of all calls where fault or negligence was acknowledged. These records are critical to exposing their liability and demonstrating their attempts to cover up wrongdoing. 

Severe Security Failures Ignored : I reported alarming security vulnerabilities within XXXX XXXX portal, including : Outdated software ( XXXX XXXX XXXX XXXX XXXXXXXX ) known to contain critical vulnerabilities. 

Missing HTTP security headers that expose consumer data to potential breaches. 

Rather than addressing these severe risks, XXXX XXXX offered a vague and dismissive response, claiming the software referenced " is not used for the portal '' without providing evidence. I demand that XXXX XXXX immediately produce their most recent security audit and evidence of corrective measures taken. Failure to provide this information is a glaring violation of consumer data protection obligations. 

Deliberate Misrepresentation Regarding Divorce Decree : Initially, XXXX XXXX acknowledged that my divorce decree, which legally obligated my ex-wife to remove my name from the vehicle loan, warranted an investigation. However, they later reversed this position, citing CFPB guidelines as justification for inaction. This blatant reversal highlights deliberate misrepresentation and inconsistent internal policies. Such deceptive conduct not only misleads consumers but represents a pattern of dishonesty that must be addressed immediately. 

Immediate Action Demanded : I am demanding that the CFPB immediately launch a thorough investigation into XXXX XXXX XXXX for their gross negligence, willful noncompliance with the FCRA, and deceptive practices. Specifically, I request that the CFPB compel XXXX XXXX to : Remove all delinquencies from my credit report that resulted from unauthorized portal access. 

Provide full transcripts or recordings of all calls where their representatives admitted fault. 

Conduct and share findings of their latest security audit and implement necessary corrective measures. 

Enforce clear, consistent policies regarding account responsibility in divorce-related cases, ensuring no further deceptive handling of such matters. 

The severity of this matter can not be overstated. XXXX XXXX reckless disregard for security, consumer protection laws, and ethical business practices poses a significant risk to consumers at large. I am prepared to provide all supporting documentation, including call records, email exchanges, and technical reports, to support this complaint and escalate further if necessary. 

Thank you for your immediate attention to this critical issue. I look forward to the CFPB taking swift and decisive action against 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