Consumer complaint received 2023-06-24
Company: Experian Information Solutions Inc.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
This is a second complaint Ive filed now. The company is refusing to handle the case properly. They claim that since Im claiming my account was hacked, that they are increasing measures to verify my identity. All I want them to do is close my account. Someone hacked my account and changed the email and password. I do not wish to re-register, especially after all of this chaos. Clearly they need to step it up security wise. I refuse to send sensitive and personal information via mail or fax just to close my account. I dont care how safe they claim it is. Why would a perp go this far to comprise an account anyway? I will continue to fight this until the account is closed without documentation being faxed or mailed. Here is the original complaint : On XX/XX/, I received an email from Experian stating that my email address for my online account had been changed. I never changed my email, so I emailed Experian as advised to do in the email change notification. The first response I got was asking me for more information in order to help me. I replied with the information requested. Then I eventually never heard anything back. I continued to email in attempt to resolve the issue. Apparently email is the only way to contact experian regarding hacking. They finally replied, and asked me to fax or mail a copy of my drivers license, social security card, and a utility bill to their consumer affairs department. Then they would be able to delete my account so that I could re-register. I wrote back several times and advised that I have been a victim of identify theft and was not comfortable faxing or mailing a copy of my social security card. I didnt want that type of info sitting on a fax machine in Texas with people I dont know. I also didnt want to risk the info getting compromised in the mail. I tried to reason with experian by explaining my hesitation to them. I also explained that it seemed ridiculous for me to have to send all that stuff, when I didnt need it to register, nor did the hacker need it to take control of my account. They still insisted on me sending these documents. I offered to meet them halfway by sending documentation via email with some info censored out ( like the first 6 digits of my social security number ) They wouldnt budge. I told them they had until Friday,XX/XX/XXXX to confirm the account had been closed or I would file a complaint. I have not received any confirmation, so here I am. I do not wish to re-register considering their lack of cyber security and the fact that they want me to send such critical documentation to a fax machine or mailing address, when my account has already been compromised. I just want the account closed and confirmation of the closure sent to the original email on the account.

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