Consumer complaint received 2020-04-30
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
On XX/XX/2020. I contacted Experian after several attempts to unfreeze and unlock my credit report. After several times I was finally able to speak with a representative. The representative asked me for my personal information on which I gave to her. She then asked me for an account pin in which I did not have because I don't remember putting a pin on the account. The agent then told me she could send me the pin via XXXX and it would arrive the next day XX/XX/2020 before XXXX. She then told me it would cost me {$20.00} for this transaction. Because I was in dire need of my report to be unfroze. I agreed to pay the {$20.00}. I then proceeded to give her my bank card information. Afterwards she stated the transaction was completed and I hung up. The next day XX/XX/2020. I noticed that she charged the card three times for {$20.00} adding up to {$60.00}. So she didn't just take {$20.00} as she stated she took {$60.00} off of my card. Again after several attempts but not being successful called Experian. Finally getting a agent I explained what happened the day before. I was told that the reason I was having so many problems is because there were two different accounts associated with my social security number and that needed to be fixed first. So I was transferred to another agent and that agent allegedly fixed the double accounts and made it to one account. I was transferred again to another agent. This agent told me her name was XXXX and that she was from the Texas location Integrity Team. She stated she was a fraud agent and her supervisor name was XXXX. No last names were given to me. She allegedly created a complaint and ticket for a investigation to be done as to why {$60.00} was taken off the card versus the regular cost of {$20.00}. She stated that it could take 30 days for the investigation and my refund to be processed. I asked for a complaint number. She stated the XXXX  tracking number of XXXX was the reference number. During that call she did not ask for my card information. On XX/XX/2020 almost 30 days since the complaint report and transaction. I called to inquire about my refund. I was told that they didn't see a report at first. I proceeded to give the fraud agent 's name and date of call. Magically the agent was able to find the complaint but said he didn't see that it had been resolved. He stated he was filing another report to be reviewed as to why it hasn't been resolved and my money hasn't been refunded. He stated that it would talk 7-14 days to be investigated. At this point I began to get agitated. Because first they told me 30 days and now they're telling me it's gon na take another 14 days. That's unacceptable considering it only took the agent a minute to take {$60.00} out of my account. He stated it took that long because they didn't take the money XXXX took the money and they have to contact them to get it refunded. Also during this call the agent asked for my card number which was alarming. I asked why did he need my number he said so they could send the money back to that card. And the fraud agent should have asked for it as well. I gave him the card information again. On XX/XX/2020 I went through the same process with speaking to agent about the status of my refund. I yet again explained the entire situation again. This agent said she saw that I just placed the complaint a few days ago and it took 14 days to be reviewed. I stated to her that there had been a previous complaint way over 30 days ago. And that complaint she was referring to was the second complaint. I also stated to her that I was tired of getting the run around about getting my money back that shouldn't have been taken in the first place. She put me on hold for about two minutes. She came back to the phone and stated that her supervisor said that it should be resolved in a few days. And that they don't have anything to do with the bank. The bank may take longer to send me the money. She also asked for my card information. Again I found it weird because the agent before her took the same information and if she saw the report. That information should've been in the system already. Again I gave her my card information. Before ending that call that day. I stated that if I didn't hear anything about my refund by the end of XXXXI would be bringing a lawsuit to Experian. On XX/XX/2020 I wrote a letter to Experian requesting my refund and explaining the issue. its fraud and theft to take more money out of someone else account then not refund it. Experian is in the wrong because the agent they employ took extra money that she wasn't supposed to take. Then having to keep calling to get a agent is time consuming and frustrating. I've been patient and to date I still have not received my money back they took off my card. My next step is to hire a attorney. If I have to hire a attorney. I will be asking for attorney and court filing fees. Along with others fees with my refund

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 explanation