Consumer complaint received 2021-07-23
Company: Experian Information Solutions Inc.
State: GU
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: Problem getting your free annual credit report

Complaint:
Experian ( credit reporting company ) blocking access and doesnt allow obtaining credit reports for U.S. citizens and other people living on U.S. territories. 

I live on Guam ( territory of the United States in the XXXX ) and Experian has my credit report which contains information from several credit card companies. So far I was able to obtain this report only from 3rd party services like my bank ( XXXX ) that provide me a limited credit report from Experian. 

But Experian itself refuses to provide me with my report. When I go to XXXX and fill form I always getting a reply that A condition exists that prevents Experian from being able to accept your request at this time. 
I have no problem getting my report from XXXX  and XXXX  with the same info. 

When I directly go to Experian website and trying to create an account to get my credit information I get this error after entering my SSN : We have encountered an internal system error. 
I was trying to call them but several representatives told me that they also get the same error after trying to obtain security questions for me to confirm identity. 
He said that he doesnt know what the reason is for this but he confirmed that the problem can be because of my address on U.S. territory and not on the mainland. 

I've been trying to address this issue with Experian 's support team for a year ( at least from XX/XX/XXXX ), they created multiple escalation issues ( Escalation Issue # XXXX ( Ticket # XXXX ) ) but the standard response was that I should clear my cookies or try another browser. 

I emphasize that the problem exists not only for me but also for other people who live in Guam and tried to get information from the agency. They getting the same error message. And I tried a different types of devices ( laptop, phone, etc ). 

Today ( XX/XX/XXXX ) I tried to go to Experian website again and found that its not usable for me as all formatting is broke. When I start to look whats the problem I found that they configure their server to block access for people who live in U.S. territories. When trying to load a website the following message appears : The XXXX XXXX distribution is configured to block access from your country. We can't connect to the server for this app or website at this time. 

So Experian now officially says that they configure their system to deny any chance to get their credit report for citizens who live on U.S. territories outside 50 states. 
At the same time, they still gathering this information from banks and other credit institutions but I have no chance to get it from them. As I mentioned above I should use limited info from my bank that provides me info from my Experan credit report or I forced to use other 3rd party services and pay money to get my credit report.

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