Consumer complaint received 2025-11-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Old information reappears or never goes away
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I am filing a complaint against Experian regarding a personal statement that continues to appear on their website under the XXXX  and XXXX  sections, even though it has already been removed and updated on my official XXXX  and XXXX  reports. The outdated personal statement is not on my Experian credit file, but Experian continues to display it on their site, which is misleading and confusing. 

On XX/XX/2025, my phone line was stolen from my wireless company and I became a victim of identity theft. As a result, I contacted Experian and all of the credit bureaus in XXXX to update my phone number. All of the bureaus updated my number except Experian. On XX/XX/2025, I had to call Experian again to make sure they entered my new number into their system, and they confirmed that they did. 

Shortly after, when I applied for credit, I noticed I did not receive the usual verification phone call. That is when I discovered that Experians website was still displaying the outdated personal statement under the XXXX  and XXXX  sections, which included my old stolen phone number. This is highly concerning because creditors XXXX reference that incorrect number when trying to contact me. On XX/XX/2025, I spoke with several representatives from Experians dispute department, including a representative named XXXX. Each of them stated they did not see the personal statement and that there was nothing they could do to help me. I asked XXXX to escalate me to a XXXX, but she told me that all managers were gone for the night. She offered to place a callback request and said a XXXX would contact me within XXXX business days. I declined and told her I would call back myself the next day to speak directly with a XXXX. 

On XX/XX/2025, I called back and specifically requested to speak with a XXXX. I was transferred to XXXX, who identified herself as a XXXX. XXXX refused to remove or update the outdated personal statement. She stated that if I wanted the XXXX  and XXXX  sections on Experians site to be updated, I would need to purchase a premium Experian package. She also told me to contact XXXX  and XXXX  directly, even though my official reports from those bureaus are already correct and current. This is misleading and unfair. Experian is displaying an outdated personal statement under the names of XXXX XXXX XXXX  and then telling consumers they must pay for a premium subscription to see accurate information. This practice confuses consumers, misrepresents the status of their credit reports, and in my case, exposes me to further harm as a victim of identity theft because the outdated personal statement contains an incorrect phone number that creditors may reference when attempting to contact me.

Under the Fair Credit Reporting Act ( 15 U.S.C. 1681i ), consumers are entitled to accurate credit information without being forced into paid subscriptions. By refusing to correct or remove this outdated personal statement and by conditioning updates on the purchase of a premium service, Experian is engaging in an unfair and deceptive practice. 

I am requesting that the CFPB require Experian to : Remove or update the outdated personal statement being displayed under thXXXX XXXX XXXX XXXX sections of their website. 

Stop conditioning accurate reporting on the purchase of a premium package. 

Provide written confirmation that this misleading practice has been corrected. 

If further documentation is needed, I have copies of my official XXXX  and TransUnion credit reports, which confirm that the outdated personal statement has already been removed from those bureaus.

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