Consumer complaint received 2025-06-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CO

Complaint narrative:
XXXX is in violation of my HELOC contract with them as they are demonstrating discrimination and biased algorithms. From my previous case, XXXX stated that how they determine HELOC is by using the full amount of the approved HELOC loan to determine if I could pay, which if that is how they calculate, I would not have been eligible in XXXX when they approved the loan. I have attempted to work with them, and they continue to lie and discriminate against me. A customer service representative in XXXX of XXXX stated that XXXX should have contacted me in XXXX of XXXX with concerns of the fraudulent charges XXXX XXXX incorrectly posted on my accounts with them. I provided evidence at that time of the issues XXXX XXXX caused by posting fraudulent charges into my balances and it took multiple months to have them correct this, please see attached document from XX/XX/XXXX. XXXX continued to lie to me and say that my HELOC was suspended when they closed the account as reflected on all XXXX of the credit bureaus. This has negatively impacted me and yet XXXX denies that they closed this account. If the account is not closed, then I should have to continue to request reinstatement when they are in violation of our contract. No where in the contract does XXXX state that they can close my account as the interest rates have risen to the current rates today. That is part of the risk XXXX undertook by approving my HELOC in XXXX. I have provide documentation to XXXX at XXXX that clearly demonstrates XXXX has made a mistake as they have calculated my debt-to-income incorrectly and XXXX continues to discriminate XXXX me. 

I provided XXXX at XXXX documentation showing income and debt in at the time of the HELOC and as of XXXX of XXXX : Mortgage principal balance in XXXX of XXXX was {$230000.00} Mortgage principal balance as of XX/XX/XXXX is $ {$210000.00} HELOC opened in XXXX of XXXX at interest rate of 4.63 % for {$42000.00} HELOC balance in XXXX was over $ XXXX for restoration of a total loss of my house HELOC balance as of XX/XX/XXXX is {$36000.00} and XXXX XXXX me into an interest rate of XXXX when they closed my account. I can no longer take advantage of locking in the interest rate at a lower amount which is causing me financial harm. 
In XXXX of XXXX at the time XXXX closed my HELOC, my savings account with XXXX was over {$50000.00}. This was my emergency fund that Ive had to use for expenses for the restoration of my house that should be on my HELOC as that interest paid on my HELOC is a tax deduction. This is another method that XXXX is continuing to cause me financial and emotional harm and distress. 
I did have my auto loan in XXXX which XXXX at XXXX XXXX I got after the HELOC, as of XXXX of XXXX the balance was {$48000.00} My auto loan as of XX/XX/XXXX is at {$26000.00} The notice of valuation for my house in XXXX was {$360000.00} ; which was not reflective of market value The notice of valuation for my house in XXXX is {$510000.00} ; which the market value is significantly higher than this At the time, I did have a balance on my XXXX card with XXXX interest rate of around {$24000.00} in XXXX. 
This balance is now on my personal loan at XXXX {$13000.00} at an rate of 13.24 % which would have been transferred to my HELOC as these were expenses incurred due to the restoration of my house. This is another example of how XXXX is causing me financial harm. 
In XXXX of XXXX, I did purchase a travel trailer, loan amount at {$18000.00} at XXXX XXXX of XXXX, XXXX loan amount at {$17000.00} at interest rate of 10.740 %. This is another item I would have transferred to my HELOC as the interest rate is lower, XXXX is again causing me financial harm by denying me access to my HELOC. 
In XXXX, my salary at my primary employment was {$100.00}, XXXX, my secondary job was {$9600.00} My XXXX salary at my primary employment is {$120000.00} with an additional merit increase of 1.2 % as of XX/XX/XXXX of XXXX. I have been at this job for almost 10 years. 
My secondary job I have currently made {$3100.00} in XXXX. I have been with my secondary job for over 28 years. 
I do carry a balance on my XXXX XXXX  credit card around {$7000.00}, this is XXXX finance through XXXX for items for the restoration of my home I do carry a balance on my Chase credit card that is also XXXX finance for another 20 months of about {$2900.00} for items for restoration of my house All XXXX credit bureaus reflect that I have over a XXXX XXXX XXXX All XXXX credit bureaus show my debt-to-income ratio at 11 % to 20 % I provided all the documentation where XXXX XXXX acknowledged the fraudulent XXXX XXXX continues to violate my contracted HELOC by using biased algorithms and discrimination against me and not re-opening my secured loan with them. I have clearly provided the information showing that Im in a significantly better financial position than in XXXX. XXXX in a phone call in XXXX of XXXX stated that my HELOC was closed due to interest rates being higher than in XXXX as well as insurance premiums. Neither of those two items are allowable items in which XXXX can just close my HELOC as that is part of the risk XXXX undertook when they approved my HELOC. They have presented no viable reasons in which I violated the HELOC contract that they should be allowed to close it.

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