Consumer complaint received 2025-03-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Experian Information Solutions Inc.

Complaint narrative:
Subject : Formal Complaint Against Experian XXXX Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Experian XXXX for failing to provide the service they publicly claim to offer. Experian XXXX advertises that it can help improve credit scores by using bank and credit card records to identify on-time qualifying payments for monthly bills, such as rent and utilities. They state that by adding these records to a consumers credit file, they can build positive payment history, which is the most significant factor in credit scoring. 
For the past month, I have made daily attempts to get Experian XXXX to recognize my rental and utility payments, which I have paid on time for years. I have successfully connected my bank account to the service, yet it does not detect these qualifying payments. Despite my persistent efforts to resolve this issue, I have received no real assistance. 
Each time XXXX contact Experian, I am told that their system is automated and that no representative can manually adjust my account. On XXXX  XX/XX/2025 at XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX I sent emails with screenshots, complaint, all I could think of ( still no resolution or response ) After numerous times beginning told my concerns were escalated to the technical department ( which I dont believe even exist ) .I have been told that there isnt one person who can take a look at what is or isnt connecting to my credit so I may have this XXXX in my credit score that I am desperately trying to achieve. I have escalated my concerns multiple times, only to be assured that someone from the technical department would contact me, but no one ever follows up. Additionally, I have submitted screenshots demonstrating that Experians " Lower My Bill '' service can find my billsprovided I pay for a {$29.00} premium membershipyet the XXXX service, which is supposed to improve my credit score, does not recognize the same accounts. This raises serious concerns about whether Experian is intentionally limiting access to its XXXX feature unless consumers pay for additional services. 
As a single mother of a XXXX daughter and the primary caregiver for my XXXX mother who relies on oxygen, my credit score is critically important. I need reliable transportation for doctors appointments, grocery shopping, and taking my child to school. My vehicles transmission is failing, and I will soon need to finance another car. Without a fair and accurate credit score, this will be nearly impossible. 
I strongly feel that I am being unfairly disadvantaged due to my XXXX background, gender, and low-income status. Experians failure to provide the advertised service disproportionately harms consumers like me who rely on every possible avenue to improve their creditworthiness. 
I urge the Consumer Financial Protection Bureau to investigate Experian XXXX deceptive practices and hold them accountable for their failure to provide the service they promote. This situation is not just unfairit is financially damaging to hardworking individuals trying to improve their credit standing. 
I appreciate your prompt attention to this matter and 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