Consumer complaint received 2024-12-18 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: OR

Complaint narrative:
On XX/XX/year> at around XXXXXXXX XXXX  PST after checking my credit reports on XXXX I noticed that my Experian credit score was much lower than it was at the other bureaus. I saw that it was because my credit mix was poor. Upon further investigation I noticed that my student loans which total {$110000.00} over 8 separate loans, the oldest of which is 13 years and 2 months, are not showing on the Experian credit report. Therefore my Fico 8 score on Experian is showing as XXXX whereas on XXXX it is showing as XXXX. Obviously, this is a huge discrepancy and has completely blocked my ability to apply for credit. 

At about XXXXXXXX XXXX., I called Experian to file a dispute. They informed me that I would need to contact XXXX, my loan servicer, as they only " report what they're given, so if nothing is showing, then it's not going to show up. '' At around XXXXXXXX XXXX, I began chatting with " XXXX '' on the XXXX website. At first she told me to contact Experian and file a dispute. I told her I already did that. She then told me that the " request has been submitted '' and that I'll receive a piece of mail with regard to the request in 2 to 3 days. I told them that that was unacceptable as I didn't submit any formal request and would like to at least have confirmation of what information was being sent and to whom. She told me that these requests are handled through US mail. I told her to show me the policy. She told me that she would send me an email containing the policy within 2-3 hours. I told her that an email would not be necessary and she should just send me a link to the website containing the policy. She directed me to the " Credit Reporting '' page on XXXX 's website. 

On this web page it says that " To dispute your credit report with XXXX, please send supporting paperwork to XXXX by postal mail at the address below. In some cases, we may be able to address your dispute or answers questions you may have about how to dispute your credit report with a phone call. '' However, the web page did not provide XXXXXXXX XXXX phone number, so I had to go to the contact page to retrieve the phone number. XXXX When I called, a person named " XXXX '' answered. I gave her the same information as the chat agent and once again was told that I needed to contact Experian. I gave her the same information before. She tried to get off of the phone. I told her that this is unacceptable and that I would like to talk with a supervisor. She placed me on hold for several minutes. 

Eventually, a man answered the phone but the phone cut out when he introduced his name so I do not have that. I repeated the same information and he informed me that my request was being sent to the " Credit Reporting Team '' at XXXX. I asked to be transferred to that department. He said that the only way I could contact them was the through US Mail. He then told me that the request had been " expedited '' and that I would receive a piece of mail with the results of the " investigation '' within 24 to 48 hours.

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