Consumer complaint received 2022-04-13
Company: Experian Information Solutions Inc.
State: NV
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:
PREVIOUSLY IN XXXX I had multiple issues with Experian and they requested that I send proof of my Identity. SO I DID AS THEY REQUESTED! 

They provided an address and mentioned online what I needed to send to be verified. 
The documents needed were sent to them and myself CERTIFY MAIL from XXXX. 

I did wait Months for Experian to respond and even then they ignored the Topic and Question. SPEAKING ONLY ON UNNECESSARY THINGS. 

I sent my proof the documents were sent and RECEIVED! 

XXXX This is proof I have already complained. 
So I have tried to get assistance and now it's been years. 


Documents were sent XX/XX/XXXX and in XXXX since my complaints continued someone VERY unprofessional from Experian Consumer Affairs contacted me by the name XXXX XXXX. My words were interrupted and I rejected being treated poorly! 
That was a lousy phone call! 


If I can, I am requesting for a new agent to be placed in charge of my account with Experian. As of XX/XX/XXXX I am requesting for another person to be in charge of my account with Experian Consumer Affairs! 


He had my information on his desk and in order for me to hear him say, he had my information I needed to JUMP THROUGH HOOPS FIRST. 
I needed to do that to get a PIN # for my Security Freeze that I had been waiting almost 1 YEAR for. 

And since I prefer PRIVACY and requested a pin to be mailed, he decided to say it over the phone instead, in front of whomever was in the room he spoke to me in. 


Only then, did XXXX XXXX XXXX decide to ACKNOWLEDGE that he has my documents and has had it, for 2 months. ( That was reported and Ignored ) I needed my information FOR A REASON just like I do now! 

I don't plan to JUMP through anymore hoops! 



Now since my Identity have been Verified and ACCEPTED, I should not be having any issues to this day. Or being asked to VERIFY MY IDENTITY... 
I am now going to investigate to find out which company and departments needs to be notified of this issue with Experian other than CFPB, XXXX  and Consumer Affairs. 

The Attorney General will get my questions and I will accept there answers. 

-I was able to log into my account after that call. 
-I was able to go into another area on Experian Website and lift my Freeze for a selected number days no problem. That is still possible! 

There has been some changes to my account and I have every right to check my credit and I will. 

-I tried logging into my account in XX/XX/XXXX and informed to contact Experian so I did. I have attached that document to this complaint. 

-The phone agent never verified my Identity before sending me my credit report with score. That will be reported! 
I mentioned that I can not log in online and she stated that I need to follow what it's saying. My documents has already been mailed to EXPERIAN and this is my second time mailing them my information. The last time was XX/XX/XXXX. 

-I still need help with logging in which is why I called her and now it's XXXX... 
Therefore this agent could have helped or transferred me to someone who could help. 
I asked for her supervisor, and I was transferred to the FRAUD DEPT. 

That male agent who answered stated that I needed to contact Consumer Affairs. 
XXXX XXXX XXXX. 

XXXX XXXX is in charge of my account unfortunately, and I do not plan to waste my day trying to speak to him since I get no where... 

-He ignores my calls and messages for months at least 6 months that I can remember. 
And over the phone the time I did get after filing so many complaints, he interrupted every word I said, leaving us speaking together since I reject disrespect! 


-Not only was my credit report mailed recently WITHOUT being verified over the phone. 
-I am being REJECTED on obtaining my FREE REPORT ONLINE!

So there is a clear issue. 
-I am being denied access to my account with Experian ONLINE and it sounds like it should be an easy fix if they were interested in helping consumers. 
I HAVE NOT BEEN HELPED. 

This is taking so much of my time and ENERGY having to deal with Experian year after year! It's stressful and hurting me since I need my documents for my reason! 
There should be no issues with me accessing my account! 

-I have proven my Identity through mail. So that's done! 
-It has been ACCEPTED from XXXX XXXX no matter how late the approval was! 

-MY ADDRESS HAS NOT CHANGED -MY NAME HAS NOT CHANGED -MY PHONE NUMBER HAS NOT CHANGED -MY EMAIL HAS NOT CHANGED So why am I still having issues with EXPERIAN? 

Everything happens for a reason!

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