Consumer complaint received 2019-11-09
Company: Experian Information Solutions Inc.
State: FL
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:
Hello, I have contacted experian four times to request my free credit report. I have ordered through their phone automatic service since XXXX or XX/XX/2019 and have yet to receive it. I have received XXXX XXXX XXXX in a timely manner. Needless to say, called in to speak with a live person and was unsuccessful and time got the best of me. So I decided to call on XXXX XXXX the following numbers XXXX, & XXXX just pitiful,  to see if I can see what is the problem of why I can not receive my so called FREE report. 
Well I called XXXX again as advised by XXXX to seek further assistance ... yes XXXX. Anyway, spoke with a representative ( after explaining my situation of not receiving my report ) who advised me that they have been sending my credit report to the wrong address. I said how is that possible? He said I don't have that answer.. ( PITIFUL ) I asked has your company received any returned mail since your company mailed them out to the wrong address? he advised there was no way for him to know that? I immediately started freaking out! 
I said to him, do you think it would draw a red flag if a customer request a copy of their report several times under a 30-60 day period, that call would be directed to customer representative to verify who this person is that is requesting multiple times by phone and mail? He advised, I would need to XXXX CFPB if I want to file a complaint, I said what is that? He said I need to XXXX it? I then said you are providing me information on not a number only an acronym of something I am not aware of ( PITIFUL ). I requested that he provide me the address where they sent the information to and he advised he could not provide me that information ... 
I said if your automatic service request you want to verify who you are by typing or speak in an partial address where to send your report to and clearly you stated that report were sent to a different address, what steps is your company doing to actually protect the customer? I told re verified who I am and the address to re-issue another report. just pathetic! 
I then said transfer me to an supervisor who can better assist me and he relayed to me that they did not have a supervisor that will handle my request, I said a company such as yours there is no supervisor I can speak with? he said no ... I requested multiple times to be transferred to a supervisor or to an escalation manger, he then said please hold and I was immediately hung-up on. Pathetic! 

I XXXX  your business, called the XXXX and spoke with a rep who advised me file a complaint online and they will take it from there. She also provided me with some valuable tips which lead me to do the following ... 
I called experian back going through the prompts and selected the fraud department. I spoke with rep and explained the situation again and stated that I also sent a written request since the automated request had not arrived via mail. I verified my credentials again and the address where I mailed to XXXX. XXXX XXXX, XXXX, TX XXXX since I was not receiving it via automated systems. I asked can she verify if any othe reports were returned and was my mailed returned ever received? she advised NO she does not see that in her system. 
I asked what address was the automated requested reports sent to she advised it was sent to some address that was provided to them by a creditor NOT BY ME! Wait a minute am I being punked? that means I am compromised because of your company 's neglect to properly serve me? again apologies were conveyed. I advised that there are red flags here especially since i began requesting my report.. the other two creditors did great but your company failed me .... and I understand by law creditors are to use your services and I hate to use your services because you all have let me down and multiple ways. what can I do? she advised to set up an online account to receive a report right then and there. I asked can you stop the one coming to me when I spoke to the first rep, she said no unfortunately not, but it should be there by the XXXX of XXXX. 
well, nothing, and I feel compromised. even with fraud alerts that are in placed due to hackers and companies mishandling of customer personal information. 

I need help. I do not want to use experians services because records will show that I have requested my report many times and have yet to receive it. 

Pleas advise me of what I need to do to get this ball rolling!

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 non-monetary relief