Consumer complaint received 2025-05-09 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: NC

Complaint narrative:
On XX/XX/year> I was notified by Experian that my credit score dropped XXXX points. Coincidentally I had just earned a XXXX points increase exactly 30 days prior on XX/XX/XXXX for continued ontime payments, balance decreases and accounts in good standing. The month of XXXX is no different. I called Experian and spoke with XXXX who told me that I could not dispute a incorrect credit score but that I could be helped by membership services to find out what changed causing a drop in my credit score. She then transferred me to what was supposed to be the membership department but was actually the same answering machine that she came from. I then spoke to XXXX who told me that Experian is not allowed to explain any changes in credit score and that I can not dispute inaccurate credit reporting. I requested a supervisor. First he told me they didnt have one. Then he told me that they had multiple but that they were not available. Then he told me that there was one but that he ( XXXX XXXX ) was helping a customer so hed have to call me in 48-72 hours. I requested to wait and speak with him when hes done. XXXX told me he had to disconnect the call and he did. I called back and spoke with XXXX and I requested a supervisor. He said hed try to help me first then he could get one if he couldnt help. I explained the situation and he then went into an obvious script about how Experian isnt responsible for the report bug of credit scores and that they didnt have any supervisors available. He put me on a list to be called back in 48-72 hours and said that the supervisor was going to tell me the same thing. I let him know that I would be filing a complaint because my credit score has been wrongfully altered and no updates or explanation were provided. I concluded that because Experian is already in trouble for not filing disputes correctly and having incorrect information that they are now just refusing to explain any mistakes on their part. I just won a dispute that I filed against Experian through my bank because they did not provide all 3 of my credit scores as advertised in the membership upgrade. When I tried to see all 3 of my scores I was prompted to spend {$30.00} in addition to the {$24.00} already charged. All of a sudden my credit score was altered without explanation. Today XX/XX/XXXX just a day after going back and forth with Experian agents my score magically went back up the same XXXX points that they gave in XXXX and took on XX/XX/XXXX. Unfortunately this happened previously with Experian on XX/XX/year>. My score increased by XXXX points and then just six days later Experian retracted my XXXX points on XX/XX/year>. I never got those XXXX points back and no explanation was reported as to why this occurred with no change to my credit report or payment history. I am requesting a full investigation into the credit reporting practices of Experian. How is it and why is it that they can just increase and decrease my credit score whenever they see fit even when my credit reporting and payment history remains on the upswing. Something fishy is going on FOR SURE!!

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