Why Is Experian So Elusive?
In my last post on August 9, “Level of Competence at Experian Credit Bureau Found to Be Low,” I was unable to get my credit report from Experian’s Credit Manager, where I have been a member for over twenty-five years, paying $90 annually for the service. After hours on the Internet and telephone with Credit Manager personnel who turned out to be completely useless—and being regularly “escalated” to the “right” people—I finally reached a supervisor who was known as…the Escalation Manager.
Mark sounded competent, acted like he wanted to help, and spent another hour covering the same material as the “useless” bunch. I was wrong. He couldn’t help me, even if he wanted to. Something was also blocking Mark—the Credit Manager Escalation Manager, no less—from accessing my credit report.
Impossible to File Dispute With Experian
When I requested that Mark fix the problem, the answer was that Experian wouldn’t let him. It made no difference that I made my membership payment to and received my credit reports from Credit Manager. I would have to contact Experian direct to file a dispute, which he “hoped” would solve everything.
After a brief out-of-town trip, I tried to file an online dispute with Experian, giving them every possible bit of personal ID necessary to identify me. The result was a message labeled, “Error.” “We are unable to allow access to our online dispute services at this time.” I thought, by law, they were required to take credit disputes, which I am researching.
Then, a call was made to Experian with a phone number supplied by Mark. I was denied access to my credit report again in an automated telephone call from the number he provided, with the words, “We are unable to process your order.” Then, amazingly, they instructed me to order a credit report by mail, giving me an address. Why? To receive a letter stating that they are unable to process my order by mail? There was absolutely no way to reach a human being from this telephone number, so I called the “useless” folks again.
“Useless” Staff Refuse Dispute Help
All I wanted was for someone to give me an address to file a dispute. As usual, I was “escalated” to the “right” people, but they all refused to give me the “dispute” address. Finally, the last guy noticed my prior activity with Mark, and once again “escalated” me to the Escalation Manager. After a five minute wait, “Mr. Useless” came back on and told me to call Mark in one hour. I did and left word on his voicemail, then had to call back the next day.
Mark, the Escalation Manager, returned my second call, had nothing new to offer, and basically told me there was no more that he could do, intimating that I was on my own. He refused to call his parent, Experian, about my problem, had absolutely no suggestion other than another phone number he was rummaging around in his desk to find, while cautioning me at the same time that he had no idea if it would work. I declined and hung up.
Why has the entire Experian Credit Manager staff been so deceptive in dealing with me in this matter, and why doesn’t Experian provide them with a direct line when everything else fails, as it has in this case? Mark replied to this question by stating that Experian does not want the telephone calls. In other words, just wear them down, as they have in my case, and maybe they will go away. I won’t.
But could I be wrong about the incompetency? The treatment by Experian’s Credit Manager staff sure seems like I am being jerked around in a concentrated effort to prevent me from seeing my credit records. And, that is my right so that I can protect my family against identity theft.
I’m beginning to smell a conspiracy, a veiled attempt at a warning from the junk mail industry, based on the fact that The Dunning Letter has repeatedly criticized data brokers like Experian—they maintain a database of over 215 million consumers nationwide, with a significant amount of private information other than your credit records—and I am advocating federal legislation to give consumers control over their names and personal data.