Consumer complaint received 2025-10-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
In XX/XX/year>, I mailed documentation per the Experian Website to make changes to my name. I had a court ordered legal first name change that also removed my middle initial/name - I provided the court order. I change my last name due to marriage - I provided my marriage certificate. I provided a letter clearly stating my name changed from : ( previous full name ) to ( correct name ). I provided an updated copy of my CA Drivers License, my updated passport, a copy of my SSA card showing my name change and the letter from SSA verifying my name change. 

A few days later, around XX/XX/XXXX, I received several emails concerning my " DISPUTE '' for my name change. I noted that my first name was changed and not my last name. I received another email showing my first name not changes but my last name was. I then updated the disputes by uploading the same information I mailed in showing the name change and my account was still not updated. 

After a few days my information was still listed incorrectly. I called Experian on XX/XX/XXXX numerous times to have this resolved on my Experian account. My last call was disconnected and then I called again on XX/XX/XXXX and spoke to someone named XXXX that stated the representatives I spoke to the day before submitted a ticket for resolution and it would be done in 5 days. 

Then later that day on XX/XX/XXXX I received an email that they required additional information from me including my previous addresses for the last 5 years etc. 
I called again and was told I did not need to send that information as the ticket was not yet resolved and to give it a week or so. 

I called on XX/XX/XXXX and spoke to XXXX and told him the situation and asked to speak to a manager as my account still was not updated correctly. He said he would transfer me but disconnected me. 

On XX/XX/XXXX I prepared another letter providing the requested addresses and submitted the SAME information again. 

On XX/XX/XXXX I spoke to XXXX who stated my updated information as received and and she opened case XXXX XXXXXXXX since it still had not been updated. She said it would take 5-7 business days to resolve. 

On XX/XX/XXXX I received an email about my " DISPUTE '' for name change and noted ONCE AGAIN it was not done correctly! 
I called on XX/XX/XXXX and spoke to XXXX who attempted to transfer me to her manager XXXX. I was then told to call back in an hour with case XXXX XXXXXXXX which I did and then was transferred to XXXX who elevated my issue to the research department. I was told again this would take 5 business days to completed. 

I called today XX/XX/XXXX and spoke to XXXX and provided her with the case # XXXX. I informed her that my Experian account shows my name correctly but there are several days where my report listed my name as either ( correct name ) ( correct first name/previous last name ) or ( previous complete name ) and this change of names went back and forth for several months dating back to XXXX and there were times I had a credit rating showing with the incorrect and sometimes correct name and now for the past 2 months I have NO CREDIT rating at all. I was placed on hold numerous times and then told that my creditors have not reported any information on me in my updated name which is incorrect as XXXX  and XXXX  both processed my name changes CORRECTLY after the first submission and both have been reported to by my creditors who had my name change since XXXX! 

I am SEVERELY upset that Experian 's listing my name incorrectly for MONTHS has led to them not receiving credit information from my creditors correctly because they keep processing my name incorrectly and so my information hasn't been linked to my credit file. 

After numerous calls, they fail to take responsibility and reach out to my creditors to correct this and instead have asked me to confirm with my creditors that my name is listed correct although I have done so at least 5 times over the past months of dealing with Experian! They should be the ones calling my creditors to verify my information. But now I have to call them and ask them to report to Experian again!

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 non-monetary relief