Consumer complaint received 2019-04-02
Company: Experian Information Solutions Inc.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
I was involved in the security breach with XXXX  credit bureau. As a result, I had the credit monitoring service XXXX XXXX   XXXX under XXXX for a certain period of time. When the time expired, I was given an option by XXXX   to sign-up for XXXX XXXX under Experian. At the time, I signed-up for XXXX  XXXX, there were a number of technical issues that I experienced when activating the account on their website. It took me several hours to sign-up for XXXX XXXX because of the technical issues that I had with its website. 
About a month later, I attempted to log into XXXX XXXX to review my account but was unable to do so. After several attempts to log into XXXX XXXX unsuccessfully, I contacted Experian. I spent about an hour trying reach a customer service representative to speak with because I continued to get automated responses. The customer representative for Experian that I spoke with worked with me for about 30 minutes to log into the XXXX XXXX site. When she was unable to assist me with getting into the site, and told me that it would be escalated to their Technical department for further help. The XXXX XXXX customer service representative never indicated, at any point, that the account had not been activated completely from the beginning. Several weeks later when I had not received a telephone from the Technical Support representative at Experian, I contacted them again on XX/XX/2019. It was at this point, I learned that the account registration had not been competed for some reason and as a result, it was not activated. I learned that even though I had technical issues with the XXXX   XXXX website that the credit monitoring service could not be provided. The supervisor, XXXX, also indicated there was nothing that could be done to allow me access to the credit monitoring service, XXXX XXXX, because of XXXX XXXX   policy. She suggested that I contact XXXX, and when I did, there was nothing that could be done even though it was a technical issue. This time I spoke with XXXX, of XXXX XXXX XXXX, at XXXX, who was unable to provide me with assistance to correct the issue because of the technical problem. 
It is unfair that I am unable to receive the credit monitoring service with Experian due to a technical issue with their website. Each company representative " blamed '' it on the other. And, it was not easy to reach a " live '' representative with the telephone numbers provided. I spent a considerable amount of time working with an automated system and speaking to individuals that I could not understand. I find it hard to understand that a company such as XXXX and Experian has no way to correct a technical issue that did not allow my account to be activated. 

If in the future, there is a class action lawsuit against both XXXX  and Experian for security data breaches, I would like to be included.

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