Consumer complaint received 2021-01-01
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
My complaint is against the Experian Credit Reporting agency. 

In XXXX i was a victim of identity theft. I received a bill from a store called XXXX which ive never seen a store by that name here in XXXX Texas for XXXX i contacted the store and they told me that On XX/XX/2020 A person in Florida filled out a credit application to a store named XXXX online then walked into the store in Florida and bought a gift card for XXXX of the extended credit which was given of XXXX the full amount of credit issued. I filed a police report with XXXX county Sheriff Department, Deputy XXXX XXXX XXXX XXXX ) XXXX XXXX  XXXX XXXX, ( FRAUD - XXXX ) CASE # XXXX. I sent letter to the XXXX store as well and i sent Fraud Alert requests to all 3 credit reporting agencies and had my reports frozen with all supporting documents that identify me as well as the police case info as well as a picture of my Driver License and extended Alert Requests, copies of utility bill and a 1099 tax for showing my social security number. This was end of XX/XX/2020. I received statements and correspondence back from the credit reporting agencies and the store that the XXXX was removed from my credit report. All 3 credit reporting agencies sent me documents stating that initial as well as extended fraud alerts were added to my reports. In XXXX this year i checked my credit reports. On the Experian credit reporting agency i saw a new fraudulent unauthorized activity on a bank called AFFIRM which was not opened by me and not authorized by me as well as numerous credit inquiries which reduced my credit score greatly. THERE WAS NO FREEZE ON MY REPORT NOR ANY INITIAL OR EXTENDED FRAUD ALERT EVER PLACED though Experian sent me a statement saying that they did! Now due to Experians negligence i now had a new fraud activity on my report, but it was only on the Experian report so far, not the other two as they did add the extended fraud alert to my report. And i froze my account online on their sites but on Experian, the freeze page that you fill out comes back with errors no matter what you do so i was forced fill out their form and send in the freeze request and the fraud alerts TWICE, but neither one has been done. The other reporting agencies also sent me a statement saying that they placed an extended fraud alert on my report just as Experian did but Experian did not. The other two agencies also contact each other as well so there is no excuse as to why Experian is the only one that did not get the memo! They told me the alerts were added and there was nothing more needed to be done on my part. When i saw new fraudulent activity on the Experian report by an account named ( XXXX ) I sent all the same documentation again certified to Experian and filed new disputes on the XXXX activity in XXXX on my Experian report. To this day they have not removed it. And they have still not placed an extended fraud alert nor freeze on my account. I tried to do it online as well as upload all the same documents a 3rd time but their site will not let the uploaded documents go through. You also can not get through by phone due to high call volume as you will just leave phone on speaker for the entire day only to be hung up on hours and hours later. Nor can i place a freeze it just give me an error to try back again later, yet I had no problem placing a freeze with the other 2 reporting agencies. I have tried for days and days to find out how i can send an email to upload the documents again because i have sent them certified twice by mail and have the receipt signed for but to this date i still have the unauthorized XXXX accounts on my report with no freeze and no way to protect my account because i can not get them to add an extended Alert. And they tell me that the XXXX listing has not been removed. It just stays in Pending mode. The only thing i was able to do my self on their site is an initial alert. I NEED HELP my credit score is dropping due to countless credit inquiries coming through and i can not get them to help me. I want to know what my rights are. I can send you all these documents via email. I had originally filed with the XXXX report # XXXX please advise me if i should be contacting them again as well. XXXX

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