Consumer complaint received 2021-08-05 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: NJ

Complaint narrative:
Good day - I applied for a credit card and received an auto rejection. Based on the denial, I requested a copy of my credit report. I did this electronically. When I did this I found out on all three reports there was a collection from XXXX Services for {$500.00}. The error seems to have started in XXXX and when into collections. I don't understand as I have purchased a vehicle and done other things since that time. However, the problem needed to be resolved. When I said this was not my account and it was impossible as I have never had a XXXX Cell Account and my current residence system is with XXXX - XXXX XXXX removed the error. I then moved onto Experian. They would not remove the error based on their investigation. When I telephoned last week to discuss they first told me that if it was cell services perhaps I was showing a balance on the cable side ( this account whatever it is was established in XXXX - again - I have had XXXX since that time so something should have popped. I hung up and called XXXX side. Sorry line is current and nothing under my SSN. I then called the number on the credit report. I was on with XXXX for over an hour - I went from rep, to a supervisor, the supervisor went to credit services. When I gave them my social absolutely nothing came up. XXXX told me they couldn't even tell me how to get rid of it because there is no social for them to pull back to. They went back to XXXX and there was nothing. I then called back to Experian and it was the worse experience I have ever had. The representative kept telling me it had to be my account because it was on my account. How did it get there? I kept trying to explain that there was no social for them to pull and I needed to speak with a XXXX. She refused and kept trying to tell me the credit laws on how and account is stablished and blah, blah, blah. I tried to explain to the woman would she please stop talking and listen. Again, she absolutely refused and claimed this had to be mine. I tried to ask her to please be quiet so I could talk and to my shock she refused. I told her I was the customer/client and had the right to talk and she said I had to listen to her. At that point after being on the phone for over XXXX hours that day with differing agencies, I hung up on the rudeness. I need help. We are in the process of applying for a loan and this is sitting on my report. I have no way to get it off as XXXX has told me repeatedly there is nothing there. This would explain why XXXX XXXX removed the error. I still have the third Agency. Experian keeps sending me sell emails and one that actually told me that my credit score had dropped! This is the only negative on my report everything else is never late. If XXXX can not find anything, and XXXX removed, it leads me to believe that Experian never did the work and got caught. Are you able to give me some type of guidance. I have to get this off of my report with Experian and the third credit agency. It is not me. Time is of the essence. Thank you very much.

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