Consumer complaint received 2025-01-14 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: GA

Complaint narrative:
Subject : Formal Complaint Regarding Inadequate Investigation and Response to Disputes with Credit Bureau Dear Consumer Financial Protection Bureau, I am filing a formal complaint regarding the credit bureaus ' inadequate investigation and response to disputes I filed concerning fraudulent transactions on my credit report. I have reason to believe my personal information was compromised during my incarceration from XX/XX/XXXX to XX/XX/XXXX, and fraudulent transactions were made using my identity during this time. Despite providing clear evidence of my incarceration and submitting supporting documentation, the credit bureaus have failed to investigate my disputes properly and have not taken any meaningful action to resolve the inaccuracies on my credit report. 

The following is a summary of the situation : Incarceration and Fraudulent Transactions : During my incarceration, I had cash in my accounts and personal credit cards linked to these accounts. Upon my release in XX/XX/XXXX, I discovered that my accounts had been closed, and all available funds were drained through unauthorized transactions. I immediately reported this fraudulent activity to the credit bureaus, providing documentation confirming my incarceration and evidence showing that I could not have made these transactions. 

Failure to Properly Investigate and Respond : Despite submitting clear evidence of fraud, the credit bureaus failed to conduct a thorough investigation into the fraudulent charges. Under the Fair Credit Reporting Act ( FCRA ), Section 1681i, credit bureaus are required to investigate disputes in a reasonable and timely manner. However, my dispute was either not investigated at all or investigated inadequately, and the credit bureaus have not provided a meaningful resolution. 

Inadequate Communication and Delayed Responses : Throughout this process, I encountered significant delays, unhelpful responses, and poor communication from the credit bureaus. I was transferred between various departments, often having to repeat the same information multiple times due to their failure to document prior conversations. This lack of communication further exacerbates the issue and has caused considerable frustration. 

Failure to Comply with Federal Law : The credit bureaus failed to act in good faith and did not perform a reasonable review of the evidence I provided. According to the FCRA, they are required to conduct investigations in a manner that considers all available information. Instead, they appear to have simply accepted responses from creditors or third parties without critically analyzing the validity of my claims or reviewing the evidence I submitted. 

Harm to My Credit and Financial Standing : As a result of these failures, my credit report still reflects fraudulent transactions, which has caused significant damage to my credit score and financial standing. The continued presence of these inaccuracies is having a long-lasting impact on my ability to secure credit and maintain a healthy financial profile. 

Given these concerns, I am requesting the following actions : Investigation and Resolution : I request that the CFPB investigate the inadequate practices of the credit bureaus in handling my dispute. The credit bureaus must be held accountable for their failure to comply with the FCRA and conduct a proper investigation into my case. 

Restoration of My Credit : I request that the CFPB work with the credit bureaus to ensure that my credit report is corrected, and all fraudulent transactions are removed. My credit score and financial standing must be restored to reflect accurate and truthful information. 

Report on Findings and Actions : I request a detailed report outlining the actions the CFPB will take to ensure that the credit bureaus are complying with federal law in handling consumer disputes and protecting individuals from identity theft and fraud. 

I have made multiple attempts to resolve this matter with the credit bureaus directly, but I have not received a satisfactory response. I believe the credit bureaus ' actions are in violation of the Fair Credit Reporting Act, and I am requesting that the CFPB intervene to ensure that my rights as a consumer are upheld. 

Thank you for your attention to this matter. I trust that the Consumer Financial Protection Bureau will take prompt action to investigate these issues and assist me in resolving the fraudulent activity on my credit report. I look forward to your response.

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