Consumer complaint received 2018-03-23
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
Re : Complaint for XXXX XXXX Resolution : Formal national and state investigation into the credit practices of XXXX and data protections Dear Sir or Madam, I have spent no less than 12 hours on attempting to get to the bottom of how XXXX submitted an unauthorized application for credit in my name. I have been met with nothing but opposition and astonishment that a company of this size and scope has so many flagrant flaws and minimal protections for the consumer. I believe that my experience is not unique and request a full and immediate investigation. 
Overview : I did not apply for credit from XXXX and completed an affidavit to attest to this. I did not attempt to purchase any car in XX/XX/XXXX at the XXXX located at XXXX XXXX XXXX XXXX, MD nor give authorization for my credit to be accessed. I have not looked at any XXXX XXXX or applied for any credit from this company. 
I found that 5 or more companies had my private information and made credit inquiries on behalf of XXXX. The companies, including XXXX XXXX XXXX, XXXX and others state that they were forwarded the info directly from XXXX. 
Statements of Fact 1. I believe that it is part of XXXX 's unethical business practices to NOT securely validate persons that walk into the dealership. Perhaps an overzealous, inexperienced salesperson who is pressured to have activity or a credit agent -- I am unsure ... but what I am sure of is that I did not on person or online authorize any such activity. 
a. It is ironic that in speaking to the sale Manager XXXX XXXX at XXXX XXXX in XXXX -- he could not find my name in the system and found nothing at the store level indicating that my name or my presence in the store. I spoke with him on XXXX. 
2. I have asked the credit department both onsite and offsite the following -- -WHAT signatures they have so that it can be compared to mine, what picture ID and other documents. are available to which they have said -- the name, dob and address were fine so they deemed it valid. I asked for an IP address, online info or anything that might possibly link me and validate this request -- they stated that no such policies exist and that they are not required to provide info.

3. I was told that a police report is NOT necessaryand did complete an affidavit. As a consumer why do I need to waste hours of my time and resources to prove that I contest the application? The system is so very flawed. Both XXXX at XXXX and the manager indicated that it was unnecessary but would help? HOW? 
At the inquiry as to how they received my info I was instructed to complete an affidavit which I submitted all documentation and the affidavit ; they still refuse to admit that they fraudulently obtained my info or allowed someone else to. The Auto Department and specifically credit maintenance -- is not responsive, inept and rude ... they do not give last names but I have talked to XXXX and XXXX  XXXX -- - the director is XXXX XXXX ( never available ) -- - then told XXXX XXXX is the manager of the credit department. This is confusing but reportedly after speaking  with XXXX XXXX -- he is the manager and the  application was done online and not in the store. There is no clear way of identifying that the person applying is a " real person '' -- no one knows. There is no request for a copy of a driver 's license online, employment or address verification -- -obviously this is putting all Americans at risk. Their competitors go additional steps ... after checking with XXXX as part of doing due diligence. 

Online applications only requiring -- Name, social, dob, address, place for employment for any inquiry ... 
The address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX fax XXXX. 
2. The actual store that help facilitate this fraud is : XXXX XXXX XXXX XXXX in XXXX, MD phone XXXX fax XXXX XXXX XXXX I have contacted the general manager XXXX XXXX on numerous occasions -- no less than a dozen and to his credit he has contacted me approx 3 times but when I call back no answer. Others in the onsite credit dept have been condescending and nonchalant. I did reach a very nice XXXX XXXX ( referenced above ) who connected me back to a manager ( XXXX ) in credit. However, they have a flawed system of response even in the local store as this has been going on for over a months. 
3. I believe that XXXX does not have the proper security and protections in place to prevent persons from fraudulently attempting to obtain credit at this facility. This is evidenced by the fact that I was TOTALLY unaware of any credit report or identification of any car with this company and now over 5 loan companies were sent my information and have inquiries on my account. I never LOOKED at any XXXX XXXX and only had one episode ( unknown date ) of being on that location 's premise or website. I have for the last 15 years only driven XXXX XXXX and this is not anything that i would entertain as an option. It is unfair to the consumer to have to repeatedly reach out to the offending company, to be belittled, put on hold at best and be spoken to in tones that are horrific and demeaning by persons who work for the company. They do not return calls, have no real consumer protections in place and no methodical approach to answering questions except for -- '' We said so and that's it. '' I have asked for the legal department -- -1. They don't take calls from consumers '' ... I have asked for the investigator and 2. " They don't take calls from consumers and I have simply asked for manager who are mysteriously never available -- -and there is no assistant manager.

Resolution : 1. I request a full investigation of XXXX XXXX practices, their privacy policies and safeguards to protect the citizens of Maryland and the United States by a federal and state agency. I request a written report of both the findings, the federal and state laws that may have been violated. In the event that there are no violations ; I request recommendations on the privacy that should be put in place and how your departments and agencies would protect consumers.

2. I request specific review of my complaint and removal of ALL inquiries generated by this unethical company.

3. I request that the practices and policies of XXXX be published and the findings of this investigation into their practices be made available to the public. 
In closing, I have a XXXX year old mother -- - I just wonder how many persons are at risk. If a person can sit on a computer and repeatedly attempt to apply for credit with no validation points or methods. At some point they may get lucky and then take the next step with completing a purchase -- -in the case of XXXX it is only with approval do they require valid personal identification like a simple photo id. There concern is that if they give the car to the person that it is them -- -well the person could fraudulently reproduce Ids, etcafter they get the approval. There should be protection from the beginning. This is bigger than my issue -- -it is a matter of consumer protection across the board.

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