Consumer complaint received 2023-04-07
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Experian is defrauding me and also allowing identity theft to flourish by not properly investigating and acting on confirmed cases of identity theft. Further, their phone representatives are incompetent and repeatedly lie. 

On or about XX/XX/23 someone fraudulently applied for credit in my name at XXXX XXXX and they subsequently attempted to access my Experian credit report. Since I always keep my Experian credit report locked, the attempted inquiry failed. I was subsequently notified of this by Experian and I immediately contacted XXXX XXXX to inform them. They marked the application as fraudulent and notified Experian of the fact. 

On or about XX/XX/23, I received notice from Experian that they added a new address to my credit report. The address they added was XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX. I immediately called Experian and was connected with their Special Services Dept. After verifying my identity, they told me they would do nothing since the address was reported to them by their subscriber as affiliated with an open account I have with them. They told me the reporting subscriber was XXXX XXXX. I was further informed that I needed to call XXXX XXXX and inform them of the incorrect address and also ensure my account with them was secure. After doing that, I was promised, I could call Experian back and they would delete the fraudulent address from my credit report. 

I immediately called XXXX XXXX and spoke with their Fraud Department. They informed me that the fraudulent address was not and never has been associated with my XXXX XXXX accounts. They confirmed the fraudulent address was the address used when someone previously attempted to fraudulently apply for credit in my name with XXXX XXXX on or about XX/XX/23. In fact, Experian took it upon themselves to put this fraudulent address on my credit report as the result of a failed inquiry attempt on what Experian already knows was fraudulent. 

I called Experian back as instructed and reached again their Special Services Department. The representative I spoke with stated that she refused to remove the address as I had been previously promised. She stated the only thing she could do is reflect the address as possibly fraudulent in her records. This is extremely unsatisfactory and it also means Experian lied when I called the first time. 

Later Experian sent me an e-mail stating that they will not even mark the address as fraudulent, much less even delete it, until I jump through hoops my mailing them my ID and police reports. 

I contacted the XXXX XXXX Police Department and communicated with XXXX XXXX XXXX. He stated I needed to first complain to my local police department. Being stationed overseas, I seriously doubt the XXXX police will do anything. 

I have also reported this incident to Special Agent XXXX XXXX of the U.S. Secret Service.

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