Consumer complaint received 2024-08-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Experian, one of the major credit reporting agencies, for its failure to provide adequate and lawful access to dispute fraudulent information on my credit report. For almost two months, I have been attempting to contact Experian to dispute several items on my credit report that I believe to be fraudulent. Despite my persistent efforts, I have been unable to speak to a live representative or gain access to the necessary channels to resolve these issues. 

Outline of My Situation : 1. Attempted Dispute via Online Account : I initially tried to dispute the fraudulent information on my credit report through Experians online portal. Unfortunately, this process was unsuccessful, as I was not able to complete the dispute process due to technical issues and the lack of an adequate response. 
2. Attempted Contact via Phone : Following the unsuccessful online attempt, I called the customer service numbers provided by Experian to speak with a representative who could assist me in resolving the fraudulent items on my report. Despite my efforts, every phone number provided only led to a recorded message, and I was unable to reach a live person to discuss my dispute. 
3. Tried Alternative Phone Number : To determine if the issue was related to my specific account, I attempted to call Experians customer service using a different phone number without entering my Social Security number. However, this attempt also resulted in a recorded message with no option to speak to a live representative. 

Distress and Impact : The inability to speak with a representative has caused me significant distress and frustration, as I am unable to dispute the fraudulent items that are negatively affecting my credit report. My credit score is an essential factor in my financial well-being, and the presence of fraudulent information on my report could have severe implications for my ability to secure credit or loans, as well as potentially damage my reputation.

Potential Violations by Experian : I believe Experian may be violating several laws and regulations by obstructing my attempts to dispute fraudulent information on my credit report, including but not limited to : 1. Fair Credit Reporting Act ( FCRA ) : Right to Dispute ( 15 U.S.C. 1681i ) : The FCRA provides me with the right to dispute inaccurate information on my credit report. By blocking my access to dispute channels and preventing me from speaking with a live representative, Experian is impeding my ability to exercise this right. 
Reasonable Investigation ( 15 U.S.C. 1681i ( a ) ( 1 ) ) : The FCRA requires that credit reporting agencies conduct a reasonable investigation of any disputed items. If Experian is not allowing me to initiate a dispute, they are failing to comply with this requirement. 
Failure to Provide Information ( 15 U.S.C. 1681g ) : The FCRA mandates that credit reporting agencies provide consumers with access to information in their credit report. By blocking my access to customer service and dispute processes, Experian may be violating this requirement.

2. Consumer Financial Protection Act ( CFPA ) : Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) ( 12 U.S.C. 5531 ) : The CFPA prohibits financial service providers, including credit reporting agencies, from engaging in unfair,
deceptive, or abusive practices. Experians actions in blocking access to dispute processes and live customer service representatives may constitute an unfair or abusive practice under this law. 

Request for Action : I respectfully request that the CFPB investigate Experians practices in this matter and take appropriate action to ensure that I, and other consumers, can access the necessary channels to dispute fraudulent information on our credit reports. Additionally, I request that Experian be required to provide me with the ability to dispute these fraudulent items and speak to a live representative to resolve my concerns. 

Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

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 non-monetary relief