Consumer complaint received 2025-04-16 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: PA

Complaint narrative:
CFPB Complaint XXXX XXXX ( Account # XXXX ) Complainant XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, I placed an order for XXXX iPads from XXXX XXXX, which were to be delivered via XXXX. Unfortunately, my package was stolen before I ever received it. I have video evidence showing an individual waiting outside my home, then intercepting and receiving the package directly from the FedEx driver on the sidewalk. Shortly after, I also received a suspicious phone call from someone claiming to be from XXXX, asking if I had received the XXXX iPadsraising further suspicion as to how they knew the exact contents of the shipment. 

That same day, I filed a police report for package theft, which I submitted to both XXXX and the credit reporting agencies. I contacted XXXX, who informed me that I, as the recipient, could not initiate an investigation since XXXX was the shipper. They directed me to XXXX. 

I called XXXX and was told they would submit a ticket to investigate the matter and assured me that I wouldnt be held responsible for the charges since the items were stolen. I was told the process would take XXXX business days. 

When I followed up, XXXX informed me that the ticket had been denied, without explanation. A supervisor later told me the ticket had been submitted incorrectly, and she would re-submit it. I never received any follow-up call, and the second ticket was also deniedagain, without explanation. I continued to contact XXXX through their fraud department and customer care, but each team would deflect to the other, and no one would provide a resolution. Eventually, I was told that no additional tickets could be submitted since XXXX had already been filed. 

As a result, the account was sent to collections, and I began receiving contact from XXXX, XXXX third-party collection agency. However, XXXX told me they could not assist me with fraud claims or credit reporting and directed me back to XXXX. This left me trapped in a loop between XXXX, XXXX fraud department, and customer servicenone of whom took responsibility or provided meaningful support. 

Between XX/XX/XXXX and XX/XX/XXXX, I made multiple attempts to resolve this through XXXX directly. I also filed multiple disputes with the credit reporting agencies ( Experian, XXXX XXXX XXXX  ) starting in XX/XX/XXXX, including my police report, description of events, and an offer to provide video evidence. 

Despite this, each bureau responded with a generic statement claiming that XXXX verified the debt but refused to provide any detail on how it was verified, in violation of my rights under the Fair Credit Reporting Act ( FCRA ). 

This has resulted in an {$8000.00} collection account being added to my credit reportan account tied to merchandise I never received and a situation I reported and supported with evidence. XXXX refused to investigate or resolve the matter, and the credit bureaus refused to explain how the account was verified. I have exhausted all reasonable attempts to resolve this.

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