Consumer complaint received 2025-06-28 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: MA

Complaint narrative:
I am experiencing a systematic refusal by Experian to process my credit report dispute, which violates my rights under the Fair Credit Reporting Act ( FCRA ). This is a follow-up to my existing CFPB complaint # XXXX. 

XXXX of Events : XX/XX/year> : Experian responded to my initial CFPB complaint via email, stating they were " unable to honor your request or a portion of it based on the limited amount of information regarding your dispute. '' They provided specific instructions on how to resubmit my dispute, stating I should " provide specific information '' and " indicate the specific item you are disputing and explain why you believe the information is inaccurate. '' They directed me to use experian.com/disputes or call XXXX. 

Actions I Took : I attempted to dispute online at experian.com/disputes as instructed, but the website would not allow me to submit a dispute online and directed me to call instead. When I called the phone number provided, representatives stated they needed to transfer me, then placed me on extended hold without resolution. 

XX/XX/year> : Following Experian 's own written instructions from their XX/XX/XXXX email, I submitted a detailed dispute letter by mail with specific information about the inaccurate items and explanations of why the information was incorrect. 

XX/XX/year> : Experian sent another email response claiming my properly submitted dispute " does not appear to have been sent directly by you or to be authorized by you. '' They stated they would not take action on my " alleged request '' and again directed me to call XXXX or visit www.experian.com/dispute. 

The Problem : Experian is creating a circular process that prevents me from exercising my FCRA rights : 1. They reject online disputes and force phone calls 2. Phone calls result in transfers and extended holds without resolution 3. Written disputes following their exact specifications are rejected as " unauthorized '' 4. They continue redirecting me to the same non-functional online system Legal Violation : Under FCRA Section 611 ( a ) ( 1 ), when a consumer disputes information directly with a credit reporting agency, the agency " shall reinvestigate free of charge. '' Experian is refusing to reinvestigate despite receiving properly submitted disputes, violating my statutory rights. 

What I Want : I request that the CFPB XXXX Experian to : 1. Accept and process my credit report dispute immediately 2. Conduct the required reinvestigation under FCRA Section 611 3. Provide a functional method for submitting disputes that doesn't require phone calls 4. Stop the circular rejection process that prevents consumers from exercising their FCRA rights This pattern of behavior appears designed to discourage consumers from disputing inaccurate information on their credit reports.

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