Consumer complaint received 2024-11-30 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: SC

Complaint narrative:
I am submitting a formal complaint regarding Experian and my inability to access or update my online account. On XX/XX/year>, I sent the following documents to Experian as requested to resolve an issue with my credit report and online account : a copy of my birth certificate, my Social Security card, a state-issued ID, a written statement of my current address, and a bill showing my current address. I was informed by Experian that these documents were necessary because my account was showing as unscorable, and I was unable to access my credit report online. Additionally, my credit report is not reflecting any of my current open accounts and incorrectly indicates that I do not have any open accounts. 

Despite submitting the requested documents over XXXX months ago, as of XX/XX/year>, there has been no update to my account or credit report. I have not received any further instructions or notifications from Experian regarding my submission or account status. This unresolved issue has prevented me from accessing my credit report and monitoring my financial information, which is critical for managing my credit and financial health. The lack of accurate reporting on my open accounts also poses significant challenges in ensuring the completeness and accuracy of my credit profile. 

Based on my research and the situation I have experienced, I believe Experians actionsor lack thereofmay violate several provisions of the Fair Credit Reporting Act ( FCRA ). Specifically, Experian has failed to investigate and address my submitted documents within the required 30-day timeframe as stipulated under Section 611 of the FCRA. My credit report does not reflect my open accounts or current financial activity, which suggests negligence in maintaining accuracy, a violation of Section 607. Additionally, Experian has failed to respond to my requests to verify and update my credit report, potentially breaching Section 609. Furthermore, Experians lack of action may qualify as an unfair or deceptive act under the Consumer Financial Protection Bureaus ( CFPB ) guidelines for consumer protection. 

I have contacted Experian customer service on multiple occasions but have not received any meaningful updates or resolution. When I managed to get on the phone with a representative, I was often transferred or told that I had called the wrong number. This process has become increasingly defeating due to the time it takes to even reach someone. The automated service does not allow direct access to a representative and repeatedly forces me to select options that the system is programmed to handle, which do not address my specific issue. It feels unfair to consumers who need to speak with a representative for problems not covered by the automated prompts.

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