Consumer complaint received 2025-02-19 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: FL

Complaint narrative:
Dear Experian Dispute Department, Re : Dispute of Inaccurate Information on Credit Report - XXXX XXXX  ( Account Number : XXXX XXXX XXXX XXXX  I am writing to formally dispute the inaccurate information contained within my credit report, specifically the late payments reported by XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX. Despite providing substantial evidence to demonstrate the inaccuracies in the reporting, it appears that Experian has failed to conduct a thorough investigation, instead relying on an unsubstantiated phone conversation with a representative from XXXX XXXX. 

Unreliable Verification Process On Friday, XX/XX/XXXX, I called Experian to get some information on a dispute that was submitted to the CFPB on XX/XX/XXXX ( ref XXXX XXXX XXXXXXXX ) and completed by Experian on XX/XX/XXXX ( report # # XXXX ) and marked as updated. I spoke with a representative named XXXX and explained that XXXX XXXX consistently reports incorrect late payments on my credit report, deletes them, and then re-enters them. I provided proof in the form of my credit report showing the inaccurate late payments that XXXX XXXX removed and re-reported multiple times. 

XXXX stated that he doesn't look at past credit reports, only present ones, which is concerning. He suggested we do a two-way call with XXXX XXXX XXXX XXXX the information 's accuracy. I expressed concern about the legality and reliability of verifying information over the phone without requesting documentation. Despite my concerns, I agreed to the two-way call. We spoke to a XXXX XXXX representative who did not provide clear information and incorrectly confirmed all the late payments. When asked if XX/XX/XXXX was reported late, the representative said yes, although XXXX was reported on time by Experian. 

XXXX  cut off the representative and told him that XX/XX/XXXX was reported on time, and the XXXX representative then agreed. This demonstrated the representative 's lack of knowledge. XXXX took this information and claimed XXXX XXXX had confirmed the information was accurate without requesting any written evidence to back up the investigation. 

Issue Summary Failure to Review Documents : I have submitted multiple documents to Experian that clearly illustrate XXXX XXXX 's consistent reporting of inaccurate late payments. However, your representative, identified as XXXX, refused to review these documents, citing reliance on " real-time '' information only. This is a violation of 15 U.S. Code 1681i ( a ) ( 1 ) ( A ), which requires credit reporting agencies to conduct a reasonable investigation of disputed information. 

Lack of Substantive Proof from XXXX XXXX : Experian 's verification process appears to hinge solely on a verbal confirmation from a XXXX XXXX representative, without any demand for written proof or documentation to corroborate the accuracy of the information. This is in violation of 15 U.S. Code 1681i ( a ) ( 2 ) ( A ), which mandates that credit reporting agencies must notify the furnisher of information about the dispute and include all relevant information provided by the consumer. 

Incorrect Verification by Unqualified Representative : The XXXX XXXX representative contacted was from the wrong department and lacked comprehensive access to the information reported to the credit bureau. This further demonstrates a failure to comply with 15 U.S. Code 1681i ( a ) ( 4 ), which requires credit reporting agencies to review and consider all relevant information submitted by the consumer in connection with the dispute.

Failure to Respond to Document Requests : I requested specific documents and evidence during my previous dispute but did not receive any response from Experian. This is a violation of 15 U.S. Code 1681i ( a ) ( 6 ), which requires credit reporting agencies to provide the consumer with a written statement of the results of the reinvestigation and a copy of the consumer report that is based on the reinvestigation. 

Failure to Use Submitted Information : I request a detailed explanation of why the representative, XXXX, refused to use the information that was submitted to Experian showing the inaccuracies. His response was that he only looks at present information and not past records. How can you only look at present information to conduct an investigation? How would you compare the inaccuracies by only looking at the present and not comparing it to the past to see the discrepancies? 

Demand for Resolution I demand that Experian cease and desist from relying on unsubstantiated phone conversations as a basis for verifying the accuracy of my credit report. I expect Experian to : Conduct a proper investigation by thoroughly reviewing the documents I have submitted. 

Request written documentation from XXXX XXXX to substantiate their claims, rather than accepting verbal assertions. 

Remove the inaccurate late payment entries from my credit report, which have been repeatedly and erroneously reported by XXXX XXXX. 

Recent Legal Concerns Additionally, the lawsuit against Experian, filed by the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX, has raised concerns about the integrity and accuracy of consumer data handling practices. The CFPB alleges that Experian fails to properly investigate consumer disputes, often conducting what they term " sham investigations '' that do not adequately address the issues raised. This results in the inclusion of incorrect information on credit reports, which can negatively impact consumers ' access to credit, employment, and housing. 

The CFPB further claims that Experian does not follow the Fair Credit Reporting Act ( FCRA ) requirements for reinvestigating disputes and removing inaccurate information. Specifically, the CFPB alleges that Experian improperly reinserts previously deleted information into consumer reports without proper notification or verification. This occurs when Experian fails to match newly reported information with records of previously deleted data, causing consumers to see the same errors reappear on their reports under a new furnisher 's name. 

In light of these allegations, I believe that I am a victim of the practices cited in the lawsuit and am therefore exercising my rights under the FCRA to dispute and request validation of this account. I am particularly concerned about the verification process you conducted to confirm the accuracy of the above-referenced account. 

Violation of Response Time Requirement I would also like to inform XXXX XXXX about my previous complaint, which was submitted to the Attorney General 's office against Experian. Experian is in violation of not responding to my previous complaint about this case within the 30-day timeframe as required by the FCRA. This complaint was sent to the Florida Attorney General on XX/XX/XXXX, and Experian did not respond until XX/XX/XXXX. According to 15 U.S. Code 1681i ( a ) ( 1 ), Experian is required to complete the reinvestigation within 30 days of receiving the complaint ( see attached documents ).

Additional Requests I am requesting a full validation and verification of how these late payments, which were removed after the dispute that was completed on XX/XX/XXXX, have reappeared on my credit report. I would also like to receive : Any documents or evidence that were used to re-validate the late payments after they were initially removed. 

A copy of the notification that Experian is required to send, stating that the late payments would be re-added to my credit report, as outlined in the recent lawsuit filed against Experian by the Consumer Financial Protection Bureau ( CFPB ), specifically under 15 U.S. Code 1681i ( a ) ( 5 ). 

A detailed explanation of why the representative, XXXX, refused to use the information that was submitted to Experian showing the inaccuracies. His response was that he only looks at present information and not past records. How can you only look at present information to conduct an investigation? How would you compare the inaccuracies by only looking at the present and not comparing it to the past to see the discrepancies? 

Conclusion Experian 's current practice of relying on unverified phone conversations over documented evidence is not only improper but also legally questionable. I trust that this matter will be rectified promptly and that the necessary corrective actions will be taken to ensure the accuracy and integrity of my credit report. This account was already investigated by XXXX and XXXX and deleted from my credit report. If Experian doesn't accept the information that I provided to them and delete this account, legal action will be filed against them using all evidence and communication.

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