Consumer complaint received 2018-04-24
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I was the victim of identity theft. In XX/XX/XXXX of XX/XX/XXXX I received an email from XXXX  alerting me of a package to be delivered to my home from XXXX XXXX in the next few days. The day of delivery another email reported the package was out for delivery and going to my home address. I had a scheduled appointment at XXXX Hospitals XXXX XXXX, but our XXXX driver can enter our locked entry by entering a code at our door, leaving packages securely for any of the residents at our address. While waiting to be called into the Drs office, I received a third email reporting that the delivery had been made, but the address to which the delivery was made had changed. The delivery was made to the local XXXX XXXX location about 6 blocks from my home. Confused, I scrambled to get the telephone number of this XXXX XXXX, but before doing so was called into the Drs exam room. While the Drs nurse was preforming her intake exam, a 4th an final email arrived from XXXX reporting that the package had been picked up and signed by XXXX XXXX. It was at this point I realized something was not right. When I left the Drs office, I immediately called XXXX XXXX. They were not helpful to me and remember nothing about the person pretending to be me only to say that positive identification is necessary to pick up a package. I asked if they had security cameras which recorded these transactions to which they said yes, but they would not allow me access to the video. I then called XXXX XXXX and they confirmed that I ordered 2 XXXX mobile phones. I explained the situation and was transferred to the fraud department. I was told that I had 2 weeks to login to a special website to verify my identity by uploading certain items and that I needed to upload a police report to complete the process. I completed the call with XXXX and immediately called the XXXX Police Department and filed a police report. I explained that I needed a copy of the report in 14 days to upload to XXXX and was told that a report would be available in 21-30 days. I called XXXX back to explain what I was told and was told to get the report as quickly as possible and upload. Fourteen days later I receive an email from XXXX informing me that the fraud portal was now closed to me. I immediately tried to access the portal and could not get in. I called XXXX fraud department explained the situation and the agent said that XXXX concluded their investigation and that I was lying and that I was in possession of these XXXX and responsible for the bill. I was shocked and disconnected the call. About 4 days later I receive a call from a XXXX Police Detective, explain the story I explain that a video is available of the person pretending to be me and was at XXXX  XXXX. The detective tells me he will have the video saved and will get back to me. One week later after no communication from the detective, I called and to my dismay am told that the case had been closed. I then call my neighbor who is also a XXXX Police detective in another department. He agrees to help me obtain the video by speaking with his direct supervisor who in turn speaks with the officer in charge of the fraud dept. A few days later I am given the name of another detective to call. This detective has obtained the video and we make an appointment to meet. At the meeting I am shown a still picture from the video of the person who picked up the package I am told by the detective that in the video the person shows an ID to the XXXX  XXXX employee. The ID has my information on it, but this other persons picture. Ive tried several times to get XXXX this information, but as far as they are concerned the investigation is over and I am responsible. XXXX has reported this information to the credit reporting agency and my credit report now has derogatory information contained within. I have appealed to Experian but my appeal was denied. I need help!

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