Consumer complaint received 2024-11-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
I am filing this complaint against Experian for mishandling critical documentation submitted during a dispute and their complete lack of accessible customer support. 

I requested some very specific information, information I have a right to know if some unknown company is trying to collect money from me and I do not know who they are or what it is about. 

They refused to provide the information which I requested in writing during my dispute which I placed through the Experian online portal. 

They in turn have decided to sue me and yet still never supplied answers to my written request for information! 

Experian, has failed to preserve this documentation and any or all documentation in regards to the dispute, allow me access to this documentation. 

Refuses to give me access to any type of support to even try and give Experian the chance to produce the documents I sent with the dispute. 

Experians support phone numbers are FAKE, recorded time wasters that will not connect you to a representative, waste your time with useless recordings and hang up on you! 

Key Issues : Mishandling of Dispute Documentation : During a dispute filed through Experians online portal, I uploaded specific documentation and written requests to a business regarding a debt. 
Experian mishandled or failed to preserve these submissions, as I no longer have access to the dispute records or the documentation I uploaded. 
The company I disputed has not responded to my requests for information and is now attempting to sue me. 
I lost my local copies of these documents due to a computer failure, and Experians lack of proper documentation retention has left me unable to defend myself adequately. 

Failure to Comply with Legal Obligations : My understanding is that Experian is legally required to maintain records of dispute documentation and supporting evidence submitted through their portal. Their failure to provide access to these records is a breach of this duty and has caused me significant harm. 

Unreachable Support and Fake Phone Numbers : Experian provides no effective customer support. Their listed phone numbers only lead to automated recordings that do not connect to a representative, and the calls ultimately hang up without providing any assistance. 
This has made it impossible for me to resolve the issue or request further documentation. 

Impact of the Mishandling : I am XXXX and have been under a physicians care for serious health issues for the past XXXX years. This ongoing stress, coupled with Experians failure to assist, has exacerbated my condition. 
I have suffered significant hardship due to the mishandling of my documentation and the resulting legal threats from the company I disputed. 

Resolution Requested : Investigate Experians failure to retain and provide access to dispute documentation submitted through their online portal. 
Require Experian to release copies of the dispute and all associated documentation submitted on my behalf. 
Address Experians lack of accessible support and misleading customer service phone numbers. 
Enforce penalties for Experians failure to meet its legal obligations to maintain records and provide assistance to consumers.

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