Consumer complaint received 2023-09-05
Company: Experian Information Solutions Inc.
State: NJ
Product: Credit reporting 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:
I had previously submitted complaint XXXX regarding the issue with Experian I will start with the situation initially experienced and expand on the " response from the company '' which has still left me with no way to access my Experian credit file. 

-I have been a victim of identity theft since XX/XX/XXXX, I had notified and frozen my report with all 3 bureaus on this date -Since then there were numerous attempts but none successful to fraudulently apply for loans, credit cards, and payday loans for the past 18 months with over 175 applications -I had maintained these freezes and never willingly unfroze my credit with any bureaus, and was alarmed with what I'd heard from Experian on XX/XX/XXXX. 
-On XX/XX/XXXX, I received an email from Experian that my information was changed in their database, I did not request any of those changes be made. I called them the same day and requested the file be frozen as I faxed and mailed my information in which I did that same day. They promised me on a recorded line that the file would remain frozen until I got the PIN # in the mail to my address on file. 
-On XX/XX/XXXX I received an email that my file was thawed until XX/XX/XXXX, there were XXXX inquiries that hit my report from XXXX XXXX and XXXX XXXX that were both fraudulent. On XX/XX/XXXX I called Experian again to try and regain access to my file and online portal, they were able to get me into the account last night around XXXX. I felt like everything was good I added 2 factor authentication and a security PIN to the account. On XX/XX/XXXX I logged back into the portal to verify my credentials were valid and immediately saw they were reverted back to the fraudulent email that had been flagged for them before. I asked if they could get me back into the account and add any security measures they then proceeded to transfer me to 4 different departments before hanging up on me. They told me the only way they could protect me is if I did a paid membership with them to protect my credit which I have little to no confidence in given the 19 hour turnaround to get me removed from my own file/account again. 
-Since then I have received a call from Experian that they were looking at clearing out the fraudulent email and helping me set up a new account so I could actually manage my file with them. 
-The representative I had been working out had reached out 3 times and each time I was unable to get a new account created. This began in XXXX and as of today XX/XX/XXXX I still do not have a login to the website and have not heard from a representative in months. 

Please help me Experian is once again ignoring this problem and their consumers and I just need it to end. I just want to be able to manage my credit file and Experian seems XXXX  on preventing that.

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