Consumer complaint received 2019-05-07
Company: Experian Information Solutions Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Problem with product or service terms changing

Complaint:
I contacted Experian on Monday, XX/XX/2019 to have the security freeze on my credit profile temporarily lifted. 

I attempted to lift the freeze using the experian.com/freeze website, but was told my request could not be processed. I spoke with a representative at XXXX XXXX and the representative was unable to provide a reason why I was unable to unfreeze my profile using Experian.com/freeze. I pointed out that I was able to login and view my credit report and score, and I used the information on the credit report when answering the identity verification questions at experian.com/freeze. The representative I spoke with sounded as if she read from a script as the information she stated was not relevant to the situation. 

I asked to speak with a supervisor and was told I would need to wait until the next day for a callback. I shared the urgency of lifting the security freeze as I was applying for a mortgage, she stated I could send a copy of my ID, a utility bill showing my current address and a letter asking to lift the freeze overnight to XXXX XXXX XXXX XXXX TX XXXX. They could also sent a PIN reminder via standard mail or overnight. However, the overnight option would be sent to an old address I lived at two years ago, not my current address. When I asked about the timeframe of how long it would take once they received my documents before the credit freeze would be lifted, I was told 15-20 minutes. I asked that if XXXX delivered the documents at XXXX XXXX, I should expect the freeze to be lifted by XXXX XXXX and the representative evaded answering the question, again, reading from what sounded like a script. Experian makes it very difficult to speak with a representative and I've spent many hours on the phone calling various Experian phone numbers I found on XXXX trying to speak with a live representative. 

Today is Tuesday, XX/XX/2019 and XXXX confirms the documents were delivered to the XXXX XXXX XXXX XXXX TX address at XXXX XXXX and signed for by " XXXX   XXXX. '' ( XXXX  tracking number XXXX ). The number I was given the day before to call and confirm receipt of the documents, ( XXXX ) XXXX-XXXX, was an automated recording and offered no option to confirm receipt. I called a number I found on XXXX, ( XXXX ) XXXX-XXXX. After waiting on hold for over 15 minutes, the representative I spoke with, whose name I could not understand due to the heavy accent, stated they had no record of receiving the documents but the department that handled that may not have entered it in their system. He stated it would take anywhere from five to seven business days to process the request. When I pointed out that the representative I spoke with the previous day told me 15- 20 minutes, he stated " I don't know why that representative would have told you that. '' I have not received a call from any supervisor as promised and I'm completely at the mercy of Experian 's terrible customer service. I had to follow the same process when unlocking my credit file with XXXX and XXXX XXXX and had no issue. As a consumer, I don't feel I should be penalized for taking extra precaution in trying to protect my personal information.

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