Consumer complaint received 2023-07-21
Company: Experian Information Solutions Inc.
State: TX
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:
I am unable to log into my experian account and it shows a wrong tel number and wrong address in Ohio and I emailed to their support there and no replies and no way to reach them by XXXX XXXX XXXX To : XXXX XXXX Wed, XX/XX/XXXX at XXXXXXXX XXXX Help us verify it's you Your security matters to us, so please confirm your identity first. We'll send a XXXX verification code to the phone number on your account. XXXX XXXX XXXX XXXX XXXX XXXXXXXX Prove it's you another way Enter the phone number listed above XXXX XXXX XXXX XXXX How would you like us to send you the code? Text Message everday I call and get no help and noone and send emails/ this is urgent i must see my credit report and have access. I believe I have successfully put on a credit alerft fraud and also credit freeze. 
see emails recently XXXX / Sent XXXX XXXX XXXXXXXX To : Experian ( XXXX ) Fri, XX/XX/XXXX at XXXX AM this is useless and I will pursue a federal case against XXXX. no one calls me and this has been going on a long time. shame on you On Friday, XX/XX/XXXX at XXXXXXXX XXXX XXXX, Experian ( XXXX ) XXXX wrote : Dear XXXX, Thank you for contacting Experian XXXX appreciate having the opportunity to assist you and strive to provide you with the best customer experience possible. 

To resolve this situation, I am going to create a case for you, so that we can investigate this issue and remediate it as quickly as possible. Your confirmation number of this investigative escalation is XXXX. 

I truly appreciate your patience regarding this situation and apologize for any inconvenience this has caused you. 

If you have any questions, simply reply to this email or give us a call at XXXX Monday through Friday XXXX am to XXXX pm and Saturday and Sunday XXXX am to XXXX pm XXXX XXXX. We are happy to help. 

Sincerely, Aligrace A. 

Your Team at Experian -- -- -- -- -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : da le [ XXXX ] Sent : XX/XX/XXXX XXXX PM To : XXXX Subject : Re : " RE : XXXX [ XXXX ] Re : XXXX # XXXX # >> '' the old XXXX account is not the same and I have not used it years so either reply to me here or to XXXX which is different as it has a period between XXXX and XXXX and old XXXX not around. email me or get a manger this is terrible service. 
On Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : have you escalated this. 
On Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : it does not let me proove this any other way that also did not work. I tried it many times. 
On Thursday, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : that is not my phone number. My XXXX, XXXX is XXXX and has been for many, many years.Also, I am told you showed an Ohio address and my address is XXXX XXXX XXXX, XXXX XXXX, XXXX, Tx XXXX and also has been for years. 
also. I should have a fraud alert and credit freeze placed on my credit account and please confirm XXXX have had several instances fo identify theft recently with attempts to get auto mortgage and fake checks. and I have filed both CFPB and also local police complaints.You need to seriously escalate this matter. XXXX XXXX _____________________________________ Help us verify it's you Your security matters to us, so please confirm your identity first. 

We'll send a XXXX verification code to the phone number on your account. 

( *** ) *** - XXXX Prove it's you another way Enter the phone number listed above How would you like us to send you the code? 
Text MessagePhone Call On Thursday, XX/XX/XXXX at XXXX AM XXXX, Experian ( XXXX ) XXXX wrote : | | | | | | | | Dear XXXX, Thank you for contacting Experian XXXX. We appreciate having the opportunity to serve you. 

If you did not recognize the phone number, please check your username first. 

When you go to https : //usa.experian.com/login, you will also see a " need help with username link '' please follow this link and it will email you your username. 

After you retrieve your username, please then go through the forgot password link. 
Enter your XXXX Enter your phone number Choose Text Me or Call Me to receive a verification code Enter the verification code Follow instructions to change your password Dont worry if you do not have access to the on-screen phone number anymore, you can choose prove it's you another way instead. 

If this does not resolve your login issue, please send a screenshot of the email with your username to us. 

If you ever have questions or require assistance with your credit monitoring needs, simply reply to this email. If you have further questions, simply reply to this email or give our XXXX XXXX team a call at XXXX Monday through Friday XXXX a.m. to XXXX p.m. and Saturday and Sunday XXXX a.m. to XXXX p.m. XXXX Time. Sincerely, Aligrace A. Your Team at Experian -- -- -- -- | | | | | | | | | | -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : da le [ XXXX ] Sent : XX/XX/XXXX XXXX AM To : XXXX Subject : [ XXXX ] Re : XXXX # XXXX # XXXX XXXX email : Do not click the links. Verify legitimacy before taking action. 

I am unable to log in and it will not work. and the telephone number listed last digits is not mine my tel is XXXX please assist me to get the free XXXX and to communicate with a rep.David Leitmanlast XXXX of XXXX XXXX XX/XX/XXXX On Monday, XX/XX/XXXX at XXXX PM XXXX, XXXX XXXX XXXX wrote :

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