Consumer complaint received 2018-01-03
Company: Experian Information Solutions Inc.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I have a private credit monitoring service, XXXX. I have had confirmation that I was part of the XXXX hack and XXXX hack. All of the following occurred on XXXX XXXX, XXXX. On XXXX XXXX, XXXX I received a notice from XXXX that an application for credit had been filed. I called XXXX and determined this was not an application completed by me. I was assigned an agent, XXXX XXXX. Together we called the company noted, XXXX. This is a 3rd party vendor who contracts with Experian. XXXX would tell me very little information, but would mail or fax the information within 5 business days. This would NOT stop the fraudulent application. XXXX would not give me the name of the company the application was for. 

I called Experian. I was disconnected 6 times and got a busy signal 2 times. I got disconnected because there was no option to reach a person. I just got to the end of the call tree and then was disconnected. I tried multiple numbers. I called XXXX at XXXX back to get help. She was able to connect with Experian because she could connect as business to business - that was not an option for me. After waiting on the line for more than an hour, I was able to find out that an application from a company called XXXX XXXX XXXX was filed in my name. Please note, I can only find this information out by taking to a person. I said this was fraudulent and was told by Experian this would be disputed. I asked for a security freeze and Experian charged me {$7.00} even though this was fraudulent. They said they had to charge me because I did n't have a police report. I do n't have a police report because Experian made it impossible to get the information I would need to file a report. I decided that after spending so much time, I would pay the {$7.00}. My time is worth something and in no way to do I want to have to call back and spend 2 more hours of my life trying to get a freeze on my credit. However, I find it ridiculous that I need a police report to " prove '' the fraud when I am talking to them on the phone telling them I did n't complete an application for a loan with XXXX XXXX XXXX that was filed with their company! 

XXXX stated that I would need to put a freeze at XXXX XXXX and XXXX because the companies do n't share this inforamation. XXXX was free because of their security breech, but XXXX would charge me without a police report. So I called my local police and filed a report and got an incident report number. The officer came to my workplace and completed the complaint using a phone and gave me a complaint ID number. He said I would need the complaint ID number for the freeze. I then called XXXX and was told I had to provide a paper report or they would charge me {$7.00}. Since the report was taken by using a phone, there was no paper report. In my mind I think, I can hang up and go through the steps to get a paper report ( so much for paper reduction ) but that would take more time. I need the freeze now. People are making fraudulent applications in my name now. Today. Not in 5 business days. 

The money is not much. However, this is just unacceptable behavior by these companies. They make it very difficult to do the right thing. They do n't protect the consumer ; they treat us poorly ; they lose our data and cover it up ; and charge us money to protect ourselves from their mistakes. It is just exasperating to say the least. And this is coming from a " good customer. '' My credit score is over 800. So now I have spent half a day doing what I am supposed to do and encounter one hurdle after  the next that are completely manufactured and avoidable. Your phones should work. I should be able to get a person, not get stuck in a phone tree and then disconnected. When I get a person, they should not charge me any money to put a freeze on my credit when it is clear there is fraudulent activity that I am working hard to combat. Criminal activity is a waste and drain to all of us - to our entire nation. Why make it so difficult for the victim? It is XXXX. 

The only company that was helpful was XXXX. Thank XXXX I have this benefit from my company. What if I had to leave it to XXXX Experian and XXXX XXXX? They are all utterly unworthy of any trust. If not for XXXX, I am certain I would be another victim who has their credit and life upended by criminal activity.

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