topic Re: Credit Card Not Showing Up on Experian Credit Report in Credit Cards

Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 15:31:40 GMT

Hi guys,

First of all, thanks so much for reading my post. I have tried every venue I can think of, and as a last resort, I am posting this question here. I would appreciate any help/advice you can give me.

I noticed that my Discover Card account was not showing up on my Experian credit report last June. I had this card for the last 10 years and it had always showed up on Experian report in the past with no problem, so I thought it was just a small glitch and contacted Discover Card to continue report my account to Experian. A few months later, I pulled my latest report from Experian and still no Discover Card on my report. I called Discover Card and asked to speak to the specialist and she ensured me that she would personally send a request to Experian. She even checked back with me and said she received a confirmation from Experian, which indicates that her request was received successfully. A couple months later, I pulled another latest report from Experian and still no Discover Card. I, then, called Experian Dispute center and was told that Experian does not have any record of receiving any request from Discover Card. I called the Discover Card's specialist right after, and she was as puzzled as I was why this issue had not been rectified and said she never experienced anything like this before, and said she would submit "off-cycle" request to Experian to see if that works this time.

At that point, I was losing faith in both Discover Card and Experian, so I decided to take matters into my own hands. I gathered all the pertinent documents that verify that I am indeed a cardmember of Discover Card (an official letter from Discover Card verifying me a card member, last 3 months' Discover card bills, a photocopy of my Discover card, my old Experian reports that correctly showed my Discover card account etc). A couple days ago, I have received a letter from Experian saying that they cannot process this request from a private party, i.e. me and they can only process this type of inquiry if they receive it direclty from the credit card company.

I am so frustrated! I already had the specialist at Discover Card to contact Experian twice!

BTW, I am having this issue with Experian only -- both TransUnion and Equifax reports show this account with no problem.

I trust that Discover card is sending my account information to Experian, and at the same time, I have no reason to believe that Experian lies to me that they have not received any request from Discover card when they in fact did. I can only suspect that there must be some kind of broken chain of communication between Experian and Discover card, but I have no idea exactly what it is and how to fix it.

What should I do? This particular card is in a perfectly good standing and happens to be my oldest credit card, and with it missing on my report, my credit length is unfairly shortened and affects my credit score negatively. I have worked very hard to raise my score and to have it ruined by something that is not even my fault, I feel so frustrated. I feel like I have done everything I could think of to fix this problem and I'm stuck.

Is there any way that Discover card and Experian can communicate directly on the phone regarding this issue? I am guessing that the specialist at Discover card just have been submitting a request via fax or online, but obviously that has not been helping, and last time we communicated, the specialist said, if this "off-cycle" request does not work either, she's afraid that she may have run out of options. I found that very irresponsible... I mean, what if she was going through the same issue herself.. would it be that easy for her to just shrug it off and move on? What if it was the president of Discover card company? If something like this happened to him, I'm sure Discover card would do whatever it takes to fix this problem with Experian, right? So, I am convinced that there is a way that Discover card can directly communicate with Experian over the phone regarding this issue, but next time I talk to the specialist, I may have to push her harder to do that. Or should I write a letter to Experian Distue center again and ask for a phone # of someone over there that the specialist at Discover Card can directly talk to?

Any suggestion/tip/advice would be greatly appreciated.

Thanks so much for reading a long message.

Re: Credit Card Not Showing Up on Experian Credit Report

thom02099 — Fri, 19 Apr 2013 15:44:32 GMT

@Anonymous wrote:
Hi guys,

First of all, thanks so much for reading my post. I have tried every venue I can think of, and as a last resort, I am posting this question here. I would appreciate any help/advice you can give me.

I noticed that my Discover Card account was not showing up on my Experian credit report last June. I had this card for the last 10 years and it had always showed up on Experian report in the past with no problem, so I thought it was just a small glitch and contacted Discover Card to continue report my account to Experian. A few months later, I pulled my latest report from Experian and still no Discover Card on my report. I called Discover Card and asked to speak to the specialist and she ensured me that she would personally send a request to Experian. She even checked back with me and said she received a confirmation from Experian, which indicates that her request was received successfully. A couple months later, I pulled another latest report from Experian and still no Discover Card. I, then, called Experian Dispute center and was told that Experian does not have any record of receiving any request from Discover Card. I called the Discover Card's specialist right after, and she was as puzzled as I was why this issue had not been rectified and said she never experienced anything like this before, and said she would submit "off-cycle" request to Experian to see if that works this time.

At that point, I was losing faith in both Discover Card and Experian, so I decided to take matters into my own hands. I gathered all the pertinent documents that verify that I am indeed a cardmember of Discover Card (an official letter from Discover Card verifying me a card member, last 3 months' Discover card bills, a photocopy of my Discover card, my old Experian reports that correctly showed my Discover card account etc). A couple days ago, I have received a letter from Experian saying that they cannot process this request from a private party, i.e. me and they can only process this type of inquiry if they receive it direclty from the credit card company.

I am so frustrated! I already had the specialist at Discover Card to contact Experian twice!

BTW, I am having this issue with Experian only -- both TransUnion and Equifax reports show this account with no problem.

I trust that Discover card is sending my account information to Experian, and at the same time, I have no reason to believe that Experian lies to me that they have not received any request from Discover card when they in fact did. I can only suspect that there must be some kind of broken chain of communication between Experian and Discover card, but I have no idea exactly what it is and how to fix it.

What should I do? This particular card is in a perfectly good standing and happens to be my oldest credit card, and with it missing on my report, my credit length is unfairly shortened and affects my credit score negatively. I have worked very hard to raise my score and to have it ruined by something that is not even my fault, I feel so frustrated. I feel like I have done everything I could think of to fix this problem and I'm stuck.

Is there any way that Discover card and Experian can communicate directly on the phone regarding this issue? I am guessing that the specialist at Discover card just have been submitting a request via fax or online, but obviously that has not been helping, and last time we communicated, the specialist said, if this "off-cycle" request does not work either, she's afraid that she may have run out of options. I found that very irresponsible... I mean, what if she was going through the same issue herself.. would it be that easy for her to just shrug it off and move on? What if it was the president of Discover card company? If something like this happened to him, I'm sure Discover card would do whatever it takes to fix this problem with Experian, right? So, I am convinced that there is a way that Discover card can directly communicate with Experian over the phone regarding this issue, but next time I talk to the specialist, I may have to push her harder to do that. Or should I write a letter to Experian Distue center again and ask for a phone # of someone over there that the specialist at Discover Card can directly talk to?

Any suggestion/tip/advice would be greatly appreciated.

Thanks so much for reading a long message.

If you're calling the number on the back of the card, that could be part of the problem. If you haven't already, try:

Discover: 888-676-3695 (Recon)

Discover: 866-219-0214 (Retention Dept.)

(from the back door sticky at the top of the page)

Also, when calling one of these above numbers, if you're still not successful, ask to be transferred to the Executive Offices. Not finding an EO number in the sticky.

Re: Credit Card Not Showing Up on Experian Credit Report

LS2982 — Fri, 19 Apr 2013 16:09:19 GMT

Are you speaking to a CSR at Discover or a Credit Bureau rep at Discover?? That is very weird its taken months and still not resolved. Good luck to you OP!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 17:34:12 GMT

thom02099

Thanks for the numbers! I will definitely try those numbers.

LS2982

Thanks! I am not sure what her title is, but yes, she is the one that deals with credit bureau issues at Discover Card.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 17:39:29 GMT

If the numbers do not work, I would also file a complaint with the Consumer Finance Protection Bureau.

Good luck!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 17:40:41 GMT

Do a change to the discover it card maybe? Keeps all of your history etc, no credit inquiry and may show up then? It is strange for sure.

Re: Credit Card Not Showing Up on Experian Credit Report

TimeToRecover — Fri, 19 Apr 2013 17:41:41 GMT

I have a really odd question. but when you specifically mentioned 10 years. Do you keep a totally 0 balance on the card. if so could it be that experian thinks it aged off? Just shooting a wild idea here. I am thinking from a computer programmer stand point of how they may have programed their system.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 17:49:17 GMT

09Lexie,

Thanks for the suggestion! I do hope it doesn't come to that point though.

Chris123nTx

I'm sorry, I don't think I understand your suggestion. Could you elaborate? Did you mean that I change my current card to "Discover it card"? Thanks!

TimeToRecover

Thanks, but actually I do carry a small balance on this particular card each month, so that won't be the case. I appreciate you trying to help though!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 17:55:46 GMT

Yes just a thought. Depends of course on the ccard you have, how you use it etc..meaning rewards or whatever. Lots of people have changed thier discover more cards and others to the new "it" card. It is just a phone call, a couple minutes and they make the change giving you the new card, but keeping all of your history, credit limits and even interest rates ane they do not do a new inquiry at all as far as I know. Was just thinking it may force it to experian that way.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 18:02:34 GMT

That's actually a great suggestion! I do like my current card and its features, but if all other ways fail (knock on wood), I would have to give that a shot. Thanks a lot!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 19:06:08 GMT

If you're calling the number on the back of the card, that could be part of the problem. If you haven't already, try:
Discover: 888-676-3695 (Recon)
Discover: 866-219-0214 (Retention Dept.)

(from the back door sticky at the top of the page)

Also, when calling one of these above numbers, if you're still not successful, ask to be transferred to the Executive Offices. Not finding an EO number in the sticky.

I'm sorry for my ignorance, but could anyone tell me what "Recon" and "Retention Dept" mean? In my situation (Discover account not showing up on Experian), which of these two numbers should I try first?

Thanks a lot!

Re: Credit Card Not Showing Up on Experian Credit Report

thom02099 — Fri, 19 Apr 2013 19:23:57 GMT

@Anonymous wrote:

If you're calling the number on the back of the card, that could be part of the problem. If you haven't already, try:
Discover: 888-676-3695 (Recon)
Discover: 866-219-0214 (Retention Dept.)

(from the back door sticky at the top of the page)

Also, when calling one of these above numbers, if you're still not successful, ask to be transferred to the Executive Offices. Not finding an EO number in the sticky.
I'm sorry for my ignorance, but could anyone tell me what "Recon" and "Retention Dept" mean? In my situation (Discover account not showing up on Experian), which of these two numbers should I try first?

Thanks a lot!

Those are the numbers that one would normally call to reach a credit analyst, if they have been denied credit/credit limit increase, and want Discover to Reconsider (Recon) the descision. The Retention Department is analysts who assist in trying to retain customers who, for various reasons, are considering leaving Discover.

While these are not what you're looking to do, they are the only back door numbers posted in the sticky for back door numbers, AND they can certainly transfer you to the appropriate department/person and/or the Executive Offices. Anecdotally, their level of service at these numbers is exemplary, and they will go "above and beyond" in trying to help you or get you to someone who CAN help.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Fri, 19 Apr 2013 19:28:27 GMT

thom02099,

Thanks for such detailed answer! I think I will try Retention Dept first, explained to them my situation and told them how disappointed I was with the way Discover had handled my issue with Experian and thinking of leaving Discover if this issue is not rectified etc.

Thanks again!

Re: Credit Card Not Showing Up on Experian Credit Report

thom02099 — Fri, 19 Apr 2013 20:10:42 GMT

@Anonymous wrote:
thom02099,
Thanks for such detailed answer! I think I will try Retention Dept first, explained to them my situation and told them how disappointed I was with the way Discover had handled my issue with Experian and thinking of leaving Discover if this issue is not rectified etc.

Thanks again!

I think that's a GREAT plan! ! Expressing disappointment in the card/service will very likely get their attention ! ! ! And if not, do ask to be transferred to the Executive Offices.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Sat, 20 Apr 2013 20:10:22 GMT

Thanks thom02099!

Hopefully it won't get to that point, but yes, if none works, I will be firm and ask to be transferred to the Executive Offices.

Thanks again!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Mon, 04 Aug 2014 04:19:59 GMT

Hi Marissa,

I was wondering how did you solve the problem. I am facing exactly same problem. At first I tried to Discover, then disputed to Experian, but Experian sent me exactly same mail like you. Could you please tell me what did yo do to resolve this issue. I am very much frustrated.

Thanks

Ashraf

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Mon, 04 Aug 2014 05:09:32 GMT

@Anonymous wrote:
Hi Marissa,

I was wondering how did you solve the problem. I am facing exactly same problem. At first I tried to Discover, then disputed to Experian, but Experian sent me exactly same mail like you. Could you please tell me what did yo do to resolve this issue. I am very much frustrated.

Thanks
Ashraf

Welcome to the forum. The OP has not posted since thus thread over a year ago. I do not believe he/she will be responding to your question.

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Mon, 04 Aug 2014 14:06:17 GMT

Hi Ashraf,

I am glad that myFICO notified me via email that somebody posted a comment on this old thread of mine - otherwise, I would have never checked back.

First off, I am really sorry about what you're going through and trust me when I say I totally understand your frustration - I've been there!

It was a very long and frustrating ordeal, but I did get this problem fixed and here is what I did.

I tried everybody's suggestion over here to no avail, so I called back the "specialist" at Discover card I'd been talking to (in case you do not know, these credit specialists at Discover card are located in Ohio and their number is 877-623-8015. There are quite a few number of specialists, so after you speak to one, make sure to ask for his/her extension so that when you call back next time, you can continue to talk to the same person instead of getting a different one everytime and having to explain your situation all over).

Since Discover card said they sent my report to Experian multiple times with a confirmation number to prove, and Experian said they didn't receive anything from Discover, I asked Discover specialist to CALL Experian and resolve this issue for me on my behalf instead of just submitting my report to Experian via email or fax, because for whatever reason, Experian was not receiving any of them. What I was told was that she did not have any direct number at Experian to call to discuss this issue, and this (submitting my report via fax/email) is the only way she knows of how to communicate with them. I asked her if not her, there was anyone at Discover she could relay this issue to who has a direct access to Experian, and she said she doesn't think there was any. I found that VERY hard to believe - how could a major credit card company such as Discover card has NO ONE with a direct access to Experian?

I, then, asked her to at least call Experian customer service number (one of those main customer service number that anybody (like you and me) can call) because I wanted her to hear directly from Experian saying that they did not receive any report from Discover on my behalf. Surprisingly, she agreed and she even put me on line, so that I could hear their conversation and Experian customer rep could ask me for some information for verification purpose etc (basically three-way calling).

Having Discover rep and Experian rep to directly communicate turned out to be the best decision ever, because Experien rep told Discover specliast that at every credit card company (including Discover card), there must be a designated someone that has a direct access to Experian specialist who deals with issues such as mine. After the conversation, Discover specialist admitted to me that she had no idea there was such designated person for each credit bureau and she would ask around to find who exactly the person is for Experian.

After a week or so, I got a call from a speicalist saying that she did find one and that person is currently working directly with Experian specialist (not just merely submitting my report like she did, but actually getting on the phone with Experian and discussing my situation - huge improvement right there) and she would update me again. Another week later, she updated me that Experian agreed to add back my Discover card starting my next report. A few weeks later, I received a letter in the mail from Experian informing me that my Discover card had been added to my report.

Long story short, call the number 877-623-8015 if you haven't already, talk to one of the specialists, explain your situation and ask to be either transferred to a designated Experian specialist at Discover card (who has a direct access to Experian and is capable of discussing your issue directly with Experian), or have that person work on your case directly with Experian.

Good luck to you and let me know if you have any other questions!

Re: Credit Card Not Showing Up on Experian Credit Report

Anonymous — Mon, 04 Aug 2014 14:25:13 GMT

Thanks Marissa,

Thanks a lot. This is really nice and helpful instruction. I'll definately follow this procedure. Again thank you very much and also thanks to MyFico.

-Ashraf