Consumer complaint received 2024-12-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.

Complaint narrative:
On XX/XX/XXXX, I attempted to purchase the latest XXXX, which was about to be released. I decided to use XXXX XXXX, underwritten in the XXXX by XXXX XXXX XXXX. I submitted the online application but was rejected due to a credit check conducted by Experian. This was surprising, as my credit score is excellent, with no negative factors. Additionally, my annual income exceeds {$220000.00}, so there should not have been any issues with my credit application. 

I raised this issue with XXXX, who confirmed they could not identify any problems. However, the application process is assessed automatically, leaving no manual option to override what they suspected was a technical error. Following this, I contacted Experian and was initially informed of XXXX potential issues : XXXX. My new address, updated in XX/XX/XXXX, had not been reflected in their database. 
XXXX. I had not re-registered to vote at my new address. 

I promptly addressed the voter registration issue, which now appears correctly on my credit report. However, I encountered difficulties updating my address on Experians system, which inexplicably did not allow me to make the necessary changes. 

This marked the beginning of a frustrating four-month journey in which Experian has been attempting to resolve an issue with my credit report. While I was eventually informed that the address issue had been corrected ( as my updated details are now visible to me ), my report remains inaccessible to external organizations. This has prevented me from applying for any services that require an Experian credit check. 

I have spent countless hours on the phone, written numerous emails ( which I am happy to share ), and escalated the matter through Experians complaints team and even their XXXX, XXXX XXXX. Although I eventually received acknowledgment that my emails were being received by his office, no meaningful support has been provided. 

I do not feel that my concerns, which have caused significant stress and frustration, are being taken seriously. As such, I am seeking your assistance in resolving this issue. Given that Experian is a global company headquartered in the US, I hope you can provide support or guidance on how to proceed. 

I have attached the email sent by Experian on XX/XX/XXXX, which outlines the identified issues. While the information on my report is now visible to me, it remains inaccessible to external organizations. As a result, I am still unable to secure any credit, despite having an excellent credit score and a substantial income. 

To date, I have been offered compensation of XXXX which is both insulting and upsetting. 

I would greatly appreciate your intervention in this matter and look forward to your response.

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