Consumer complaint received 2020-07-25
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
This entire problem was caused by theft of my identity. I've never done business with XXXX XXXX, never been inside their place of business, and until this appeared on my credit report, never visited their website. XXXXXXXX XXXX behavior is not understandable to me, and I believe it to be either willfully negligent or an employee is somehow participating or benefiting from fraudulent accounts opened using stolen identities. A XXXX  and XXXX search for XXXX 's and ID theft makes it seem like this is not a unique occurrence, and their refusal to communicate with victims of ID theft is their standard method of operation. For reference, I've had a near perfect credit rating for well over 30 years. 

XX/XX/XXXX : Experian credit monitoring service reported new activity on my credit report. This reveled two recently opened lines of credit ( ID theft ) with XXXX XXXX ( XX/XX/XXXX + XXXX for {$910.00} USD, and easily resolved with a single phone call that day ), and XXXX ( XX/XX/XXXX for {$5700.00} or XXXX USD ). XXXX 's was notified by both myself, and Experian via phone about the ID theft + fraudulent account opening on XX/XX/XXXX. This was a fast response ( 14 days ) that XXXX 's should have been using that time to check surveillance cameras in-store ( if that's where it happened ), and reaching out to me to get more information for their investigation / police report on their end. None of that happened. 

On XX/XX/XXXX, XXXX, and XXXX I attempted to reach the XXXXXXXX XXXX fraud department line ( XXXX XXXX ) and left messages for a callback request. I also attempted to speak with XXXXXXXX XXXX customer service line, but the hold time was more than 1 hour. I spoke repeatedly with the billing department, whom was unable to provide any information about how the credit was granted, and if the purchases were made online/in person. All requests for information were referred to the fraud department number or two other completely non-functional phone numbers. Even the other XXXXXXXX XXXX departments were unable to find a working phone number for the fraud department. My understanding is that this type of information must be provided to assist with filing a police report and to help prevent further instances of identify theft by the same offender. It's bizarre to me that XXXXXXXX XXXX staff has no idea how to contact their fraud department, I was even told that no mailing address or other mechanisms for contact were possible. After 6 different pone calls, I was finally able to get someone to admit that yes, they can make a note on my account that I'm reporting a victim of ID theft, and I should receive paperwork within 30 days. 

On XX/XX/XXXX, I was called by a XXXXXXXX XXXX collection department. Prior to my conversation with the billing department, XXXXXXXX XXXX didn't have my telephone number ( the loan application had my valid name, SSN,  and current home address. I don't believe they had a valid phone number, the email address was from an old employer from 20 years ago, and is no longer in business. So now, the collection department was able to contact me. I instructed them that they were not allowed to ever all my cell phone again for collection activities, and insisted that they remove my cell phone number from this fraudulent account. They also said they would put a note about the ID theft on my account. The collection agent was polite, and I haven't received any further phone communications from XXXXXXXX XXXX about the account. I did get the collection agent to tell me the purchases include a big screen TV and a soundbar. I continue to receive notices via postal mail every 2 weeks that I haven't made my first payment. It's now XX/XX/XXXX. 

XXXXXXXX XXXX has sent me a generic form via mail requesting my assistance with the ID theft report. It's a six page form, and wants multiple additional forms of identity information, to be signed in person by a police officer or notary. I tried many more times to request more information from XXXXXXXX XXXX fraud department about this form, I've never had a single returned phone call. As this was in the early days of the pandemic, my police department was closed to the public, and it was an unnecessary health risk to obtain a witness signature to for paperwork to solve a problem that absolutely was not my responsibility or fault. 


In lieu of XXXXXXXX XXXX specific requested document form, I instead have provided the FTC 's identify theft report which contains the same information in a re-usable form along with proof of identity documents. This was sent via postal mail on XXXX. It also included details about the police report filed with my local police department ( XXXX, TX PD ). The FTC form contains reminders about the the law concerning falsely reporting bad credit activity, that the falsely reported credit entries must be removed immediately, and that the accounts must be closed. 

XX/XX/XXXX & XX/XX/XXXX. I realized that a credit-insurance for the fraudulent XXXXXXXX XXXX account was also purchased ( XXXX XXXX provided a copy of the policy along with the affidavit form ). XXXX ( the underwriter ) has no system to close this fraudulent policy in my name. I spoke with XXXX employees at XXXX, they denied having a fraud department or anyone that is responsible for addressing reports of fraud. I was told I would receive a call back in 2 weeks from a " manager '', that never happened ( now XX/XX/XXXX ). I get the impression that they only take direction from XXXXXXXX XXXX concerning the policy and that fraud isn't something they are capable of addressing. 



Week of XX/XX/XXXX. I received a duplicate copy of the affidavit form from XXXXXXXX XXXX via certified mail. There is no specific information in the mail, and no reply or confirmation of the FTC ID theft report. XXXXXXXX XXXX   has now reported the past-due fraudulent account to Experian, XXXX, and XXXX. The Experian item has been disputed, and XXXXXXXX XXXX has replied on XX/XX/XXXX that the claim of ID theft is false, and that the account is legitimate. 

A final thought. Many of XXXXXXXX XXXX customers probably have poor or insufficient credit ( based upon their heavy TV advertising of easy credit for appliance purchases XXXX People struggling to pay their bills each month certainly can't afford a lawyer to defend themselves from a corporation that seemingly doesn't care how they conduct their billing operations. There are hundreds of complaints ( top XXXX search results ) about unfair billing practices when I tried to research XXXXXXXX XXXX  and victims of ID theft ( # 2 XXXX   result was an identical ID theft experience ). When companies behave this way, it increases their profits through unfair fees and interest penalties. 

If XXXXXXXX XXXX is willing to treat a clear case of ID theft such as mine as unworthy of fixing, and falsely reporting information to the credit bureaus, just imagine how they treat their actual customers.

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