Consumer complaint received 2024-05-14 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: TX

Complaint narrative:
This is a follow-up and additional support to my call on XX/XX/XXXX to XXXX dispute line. 
I am disputing the XXXX charges on my credit report and have done so in the past. Reference account number XXXX. 
In the past I made numerous calls to XXXX to resolve this dispute. One call that sticks out is a call where I spoke with XXXX on XX/XX/XXXX. After XXXX discussion. I completed a good survey thinking XXXX would provide resolution. Nothing ever happened. 
The charges reflected on the credit report, stem from long distance calls on my wife XXXX phone to the XXXX. 
Prior to this event, I had many phone conversations with XXXX related to long distance calling plans. I was on a plan that XXXX eventually changed the rate up and minutes down. I asked many times how we can use internet to make calls. Eventually XXXX advised using Wi-Fi for long distance calling. 
After using Wi-Fi at home and in our car, we saw a large charge for long distance calling. XXXX never instructed or advise us to tun off Cellular Data with the phones setting. Had XXXX properly advised us, the charges would have never appeared. 
After many calls to XXXX contesting these charges and how they used the highest per minute pricing, on XX/XX/XXXX, I spoke with XXXX. My call with XXXX was disconnected. I was not able to reconnect with this individual. During the call with XXXX, she offered a 35 % discount or {$430.00}. During the call I stated I was on paperless billing, and I wanted to see which calls she identified as being on Wi-Fi. At the time of the call, I did not agree with XXXX because I knew my wife made the calls at home ( Wi-Fi ) or in the car ( Wi-Fi ) so I felt that XXXX assessment was falling short. 
I was paying my reoccurring monthly XXXX bill, then XXXX day XXXX disconnect our service. This caused us to scramble for phone service. My wife XXXX was using her phone XXXX as a XXXX XXXX XXXX XXXX XXXXXXXX was a XXXX XXXX XXXX and my ex-mother-in-law XXXX being an XXXX  person relied on her phone XXXX to stay in contact with family. 
It was not until after my call with XXXX, that I spoke with a person in Tech support, that stated that we needed to go into setting and turn off cellular data. Why didnt XXXX representative prove this information when I was asking for assistance? After we obtained this information from this call, we had no additional long distance call charges hitting my account. 
After reviewing a detail billing from XXXX received XX/XX/XXXX, I was able to see which calls were on a Wi-Fi. See attached. 
My last calls to XXXX occurred on XX/XX/XXXX ( answering machine ) and XX/XX/XXXX ( placed on hold ). 
I do not believe XXXX has provided complete and honest information related to this issue. XXXX closed the account before I could fully review the charges. Had XXXX provided information about turning off cellular data this would not be an 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