Consumer complaint received 2025-03-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I am writing to formally address a serious issue regarding the recent closure of my XXXX XXXX credit card accounts by your fraud department due to an erroneous belief that I had disputed or claimed them as fraudulent. This mistake stems from incorrect information reported by the three major credit bureausXXXX, Experian, and XXXX. I am seeking urgent resolution of this matter. 

Background of the Issue To provide context, I initially filed disputes with the credit reporting agencies under the Fair Credit Reporting Act ( FCRA ) ( 15 U.S.C. 1681 ) to correct inaccuracies such as missing open dates, incomplete payment histories, and other discrepancies in my credit reports. At no point did I dispute my XXXX XXXX credit card accounts or claim they were fraudulently opened. 

Despite more than three and a half weeks of continuous communication with the XXXX XXXX Fraud Department, my accounts remain closed, and I have yet to receive a resolution. Additionally, I have not received a single phone call from XXXX XXXX despite multiple assurances that I would. Below is a summary of my efforts to rectify this situation : My XXXX  XXXX credit card accounts were incorrectly reported as fraudulent by the credit bureaus, though I never made such claims. 

These cards have been active for several years, with auto payments attached and a perfect payment history. 

On XX/XX/2025, I was instructed by a fraud supervisor to send a notarized letter, my drivers license, Social Security card, and a utility bill to verify my identity and account ownership. 

On XX/XX/2025 at XXXX XXXX, I promptly faxed the requested documents. 

On XX/XX/2025, the Fraud Department confirmed receipt of my documents and advised they were being processed. 

On XX/XX/2025, a fraud supervisor, XXXX, stated that reinstatement could take up to 15 days and required verification from the credit bureaus. 

On the same day XX/XX/25, XXXX from XXXX Executive Consumer Relations admitted their reporting error, corrected my report, and electronically transmitted the updated information which she stated would be immediate to XXXX  XXXX. However, when I called that same day XX/XX/25 the Fraud Department later claimed they had not received it. 

On XX/XX/2025, I called the XXXX XXXX fraud Department and spoke with supervisor XXXX. I was surprised that none of my previous requests to any Supervisor for reinstatement of my credit cards had not been processed. He submitted a reinstatement request and advised it should take four days. XXXX also stated that the Per XXXX procedure when a bank account is attached to credit cards cant be closed and the Fraud department mishandled my accounts. 

On XX/XX/2025, fraud supervisor XXXX confirmed my reinstatement was in progress and advised me to wait another four days. 

Later that day,XX/XX/2025 I received a call from XXXX from XXXX informing me that XXXX  XXXX had refused to put my four cards back on my credit file, despite XXXX providing written confirmation of their reporting error and updated XXXX credit report XXXX 

On XX/XX/2025, fraud supervisor XXXX ( ID # XXXX ) stated that reinstatement could take another 30 days, and I stated it has almost been a month since this has happened, and I have been dealing with this already too long which she was very rude and would not listen to what I was telling her and refused to let me speak with someone else. I did state that I would be reporting this conversation. 

I filed an ethics complaint with XXXX XXXX on XX/XX/2025 remains unaddressed, leading me to file a second complaint on XX/XX/2025. I also sent emails to the CEO of XXXX  XXXX on XX/XX/2025 and XX/XX/2025 with no response or call to this date I called XXXX XXXX again XX/XX/25 and spoke with, fraud supervisor XXXX who informed me that after their investigation, XXXX  XXXX would not reinstate my credit card accounts accounts due to fraud, despite XXXX admitting their reporting error and providing written confirmation or my written latter or payment history it didnt matter, Keep in mind still no communication email or phone call from XXXX  XXXX. 

Impact and Request for Immediate Reinstatement I respectfully request that my four of five credit card accounts not be reported as closed and that they be immediately reinstated. I did not authorize any action leading to their closure and have provided ample documentation proving my identity and ownership of the accounts. Other financial institutions have reinstated my accounts after verifying the erroneous reporting from XXXX, XXXX, and Experian. 

Furthermore, I have reported this matter to the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), the XXXX Attorney Generals Consumer Protection Division, and the Office of the Comptroller of the Currency ( OCC ). The credit bureaus errors and XXXX XXXX  refusal to reinstate my accounts may constitute violations of consumer protection laws. 

To support my request, I have attached the following : Emails from XXXX confirmed their mishandling of my credit report. 

XXXX XXXX response refusal to add my credit cards back to my credit file via a document that XXXX received despite documented evidence proving they were never fraudulent. 

I appreciate your urgent attention to this matter, as it is directly impacting my financial standing. Please provide written confirmation of the reinstatement of my XXXX XXXX accounts and the correction of their status. 

Thank you for your time and cooperation. I look forward to your swift response and resolution. 

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