Consumer complaint received 2019-03-08
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I am a victim of identity thefts. Identity thefts happened to me in the past years and were fully resolved once in XXXX. They recurred in last XXXX. The same people tried using my SSN to apply for credit cards. I disputed with Experian regarding my credit reports many times since XX/XX/XXXX, through phone calls, online disputes and mails. Experian simply can not make my credit report right. As far as I know they also received a fake Texas driver license. On top of that Experians dispute system is very disappointing and frustrating. Below are specific complaints about Experians dispute system : 1. Phone : First of all it is already hard to reach a real person. When they do take my calls, customer service phone calls often drop, when transferring my phone calls to different departments or in the middle of conversation. 
2. Online : Online upload of documents often dont work. Once the system complains about the page being inactive and not able to upload, it stays that way no matter how many times I try later on. I had to switch to other computers to get a fresh page. And once it starts complaining about user being inactive, it stays that way again. Very frustrating. ( see attached screen capture ) 3. Mail : I also mailed my dispute letters and ID documents to Experian a few times. Although I do get mails back from them very often, they never replied with a letter directly responding to my disputes. Further worse, as of now, some information in my credit reports are still wrong. 

After many versions of corrections, there are still Problems with the current Experian credit report ( see attached relevant 2 pages of report ) : 1 ) No current address associating with my credit report 2 ) Phone number is still not right. In the report itself, my phone number is missing. In the section of your personal statements, the fraudulent phone number is listed instead. 

4. Experian online Dispute membership : The ID thief changed my online account password. As the result, I can not log into Experians online dispute. I can not recover my online account by myself either, since the secret question has been modified. I never set my secret question as the name of my favorite teacher ( see attached screen capture ). I called Experian membership to request resetting my password. Their representative authenticated me through multiple credit related questions, updated my email address and said I should receive a link to recover my password in 10-15 minutes. Since I did not receive a link in two hours, I called Experian back regarding this. I was told by another representative that a ticket was created to resolve my password for me. As of now I never heard back from Experian regarding this and as of now I can not log in using user name and password to view my credit report or dispute. 

I have filed with FTC regarding my ID theft issue. I will file with XXXX, TX police department again regarding this. I filed in XXXX but unfortunately XXXX TX Police Department was not able to find the thief. Hope they can capture the thief and resolve the situations for good this time. Before this happens, I need your agencys help to get Experian to do their job. XXXX  and XXXX do much better job in helping ID theft victims like me get credit reports right. 

Your attention on this is greatly appreciated.

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