Consumer complaint received 2024-08-02 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: TX

Complaint narrative:
To Whom It May Concern, I am writing to file another complaint against Experian regarding the significant difficulties I have encountered while uploading my XXXX  documentation, as well as getting items blocked from my credit report pursuant FRCA 605C, the erroneous denial reasons provided by Experian, the failure to verify my identity, and the failure to maintain fair, and accurate reporting process. 

On XX/XX/year>, I logged into the Experian portal to upload my trafficking documentation for the second time. After submitting the documents, I did not receive a confirmation. I called the next day to confirm if my documents had been received, and I was informed by the agent named XXXX that my documents had not been received. Subsequently, on XX/XX/year>, around XXXX XXXX, I logged back into the trafficking portal to re-upload the documentation. Despite hitting submit, I did not receive any confirmation again. I re-uploaded the documents, including an edited version detailing the information that needed to be removed from my consumer report, and took a screenshot of the confirmation received at XXXX XXXX. During this phone call with XXXX, she informed me that Experian does not provide confirmation numbers. I clarified that I was not asking for a confirmation number but for confirmation that my documents had been received. Despite my attempt to get clarification, the agent repeated that Experian does not give confirmation numbers, and if they dont see documents in the system they can not confirm that documents were received. She agreed to take this feedback and provide it to the appropriate department. This response was misleading, as Experian does provide on-screen confirmations upon document submission. I have multiple screenshots showing the confirmation of my document uploads. 

On XX/XX/year>, I received an email from XXXX XXXX with an encrypted message from Experian. The notice indicated it was for an XXXX  platform. Despite following the steps and entering the code multiple times, I could not access the document from my mobile device, its not an XXXX. After more than XXXX attempts, I finally accessed the document from my mobile device, but the formatting was difficult to read. I attempted to access the document from a laptop, and after several attempts, I succeeded. Meanwhile, I was on the phone with an Experian representative named XXXX, who informed me that I could not hold the line to connect with XXXX XXXX. He could not provide any answers as he did not work specifically with the XXXX  department. I was also told my XXXX that I couldnt hold the line to wait for her. I was sent to her voicemail multiple times. Later I called back and XXXX eventually informed me that it takes XXXX hrs to receive a call back. They all said no one else was available to take my call and address the concerns in the letter. 


My concern is the consistent difficulty in receiving and accessing communication from Experian. According to the Fair Credit Reporting Act, I should not face difficulty obtaining reports or verifying my identity when accurate documentation has been presented. When I finally accessed the document, it stated that Experian was unable to block the items I requested due to being unable to properly confirm my identity and not receiving the required victim determination documentation. 



I attached a valid passport, valid mail from my insurance company with my address, a letter with items to be blocked, and a determination certification letter from the XXXX XXXX XXXX XXXX XXXX, which can be verified. Contrary to Experian denials the documents Ive sent on each occasion comply with the guidelines outlined in FCRA 605C. No other proof or documentation is required by law and Experian is impeding the process to fairness. Before sending these documents, I had already sent a notarized self-test form along with another determination letter from other XXXX  with XXXX, which could have also been verified but they deemed these letters invalid. Despite this, Experian insisted that it was invalid, forcing me to obtain additional police reports and other qualified documentation, which Experian has still refused to acknowledge. At this point, it does not seem like Experian is doing due diligence to prevent fraud or protect my identity but rather they seem to be using stall tactics as if to be so difficult with the process that I give up and allow invalid debts and information to be parked on my reports. My heart goes out to any victims and survivors of XXXX XXXX that has to endure more damage due to Experians intentionally rigorous and difficult process to block requested items. 

This situation is causing an intentional delay, which is a violation of the FCRA. 

Attached you will find all of the documents that have been submitted along with proof to support my complaint. 



Sincerely, XXXX XXXX XXXX

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