Consumer complaint received 2022-01-16
Company: Experian Information Solutions Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Problem with customer service

Complaint:
On Sunday XX/XX/XXXX roughly XXXX p.m. too about XXXX p.m. I contacted customer service at Experian via XXXX. Upon first contact I gave the female representative my full social security number and then asked her a very simple question. Would you tell me if my account is still set up to renew a premium membership? Her response was an explanation about how the free trial works and what happens after it's over. I said that doesn't answer my question. She said it's going to renew.Then I explained to her I canceled my subscription but the in-app still shows that I have a upcoming purchase for the premium membership later this month. She said that what happens after the subscription is over is it automatically starts billing your card. My response was that I wanted to know about my account specifically not in general and whether the premium was going to renew and you tried to explain to me what's the basics of your renewing membership after the 7-Day trial ends and while I was trying to tell her something she was trying to tell me something as I was explaining that I canceled the subscription and I need to know if I need to set it back up again because I'm just calling to use a specific credit card if possible to be billed because I have XXXX on file and I only want to use this one and she hung the phone up on me. Not a very good experience especially since I just gave a stranger my full social security number at a well-known company where something like this is unexpected. I called the same number the next person I spoke with his name is XXXX and I asked if I could speak to a supervisor. He refused to let me talk to a supervisor he had attitude as well and then hung the phone up on me. I called back a third time and this person did not hang the phone up on me however this person told me that they were going to give me a complaint number for tech support. That number is XXXX. My response was that this was not a technical support issue this is a customer service issue. This woman refused to change the ticket and left it as tech support as I questioned her choice in that matter seeing that this has nothing to do with hardware and software. Now, I feel like the first person might also use my social security number recklessly if they're hanging the phone up on customers behaving unprofessionally. This third caller would not escalate to a supervisor and also would not change the tech support to customer service refuse to help me and so I called back a fourth time. On the fourth call this person would not escalate the issue would not let me talk to a supervisor they kept telling me that there were none available. I asked what they would do in a situation like this and they simply asked for my social security number so that they could look up my account. Now I know all these calls are recorded because there's a disclaimer before the call connects. Initially, I was calling down to use a different billing method and to see if I could just make a manual payment with a different card than I had on file as I've got XXXX on there already I just wanted to make sure for certain that the card that I wanted to use was used. So, where I'm at at this moment is uneasy about choosing Experian and then providing my social security number to that platform where reckless unprofessional maybe even untrustworthy employees have access to. So where do we go from here?

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