Consumer complaint received 2022-12-30
Company: Experian Information Solutions Inc.
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
Following is the letter we sent to Experian on XXXX XX/XX/2022. It clearly identifies the problem, and what we have attempted to resolve it. We have USPS certified mail receipt which confirmed that the XXXX XXXX correspondence was received by Experian on XXXX XX/XX/2022 at XXXXXXXX XXXX in XXXX, Tx ( USPS Cert Mail # XXXX XXXX XXXX XXXX XXXX ). To date, we have yet to receive any response. Because of Experian 's grotesque lack of customer support or responsiveness, and/or ineptness, we were unable to take out a " joint loan '' despite credit scores on the XXXX. 

" XXXX XX/XX/2022 This is the second request submitted in an attempt procure a PIN to lift a freeze. Following the first attempt, it took more than two weeks to receive the PIN for XXXX XXXX. To date nothing has been received for XXXX XXXX. To determine why XXXX XXXX had not been received, we have attempted to contact you by phone, but your process makes it impossible to reach anyone. Subsequently, we sent you an email, for which a response is indicated within 48 hours. Yet again, no response! In other words, Experian is holding the XXXX family ability to procure a joint loan hostage because of your failure to fully respond to the initial request ; further exacerbated by the fact that there is no way to reach out to determine how to proceed. Its bad enough that unlike other credit bureaus, you use snail mail to provide PINs, but you refuse to respond to emails, you make it impossible to speak to a live person, and you dont even have a chat capability. We strongly suggest, Experian join the twenty-first century. Not only are your business practices slow and nonresponsive, but they are also not secure. Anyone in the mailing process chain of custody who recognizes your return address could intercept a PIN and use it a variety of nefarious ways. 
Enclosed is the necessary paperwork initially submitted on XXXX XX/XX/2022. Obviously, ignore the XXXX XXXX portion of the request since his PIN has been received, even if it took more than two weeks. If there is an issue preventing you from providing the requested PIN, at least have courtesy/professionalism to let us know. Contact information is provided in the original request. 
This request is being sent via certified mail with signature receipt to ensure it does not get lost. 
Request you take prompt action to provide XXXX a PIN so the XXXX family can move forward with their financial lives. 
Thank you, The XXXX family '' The loan in question was a small " convenience '' loan. However, if we were in need of a " real '' loan or wanted to open a credit card, or complete a variety of other financial activities that require all three Credit Bureaus, we would be unable to do so because of Experian 's inability or unwillingness to respond to " snail mail '' or email, and the inability to talk to a person because speaking to a " representative '' is only allowed under special circumstances .... UNACCEPABLE!!!! 

All attempts to resolve the problem at our level have failed because Experian has systematically refused to respond written correspondence and email, and its " business practice '' that does not permit " everyday '' individuals to speak with their representatives.

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 non-monetary relief