Consumer complaint received 2019-01-25
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Problem with product or service terms changing

Complaint:
First, here is the description of events : In order to provide a current credit score to my company required to start work on a contracted project, I attempted to use Experian 's free credit report service. However, I kept encountering an " internal server error '' and even one time was greeted with their inability to verify my identity ; despite listing a full SSN, current address, phone number, birthdate and full name including middle initial.

The website provided a phone number to call per the error, but it only allowed for connection to information on how to do things online, and at no point could I simply ask for a representative. In order to reach a person, I ended up having to select the option that a minor 's information was being reported online. Even trying to select that I was having a fraud issue would not provide a human representative ( after three attempts to use phrases like " representative '', " operator '', " person '', " connect me to a human '', the computerized online system would just tell you goodbye and hang up on you ... making you REPEAT the process of providing PII through their system ( I entered or said all of my PII over and over again before I decided to see what other options might lead me to a real person ). 

Once I had reached a person, I explained to them upfront that I was not there to report an issue about the reporting of information related to a minor but was having technical issues with their site in attempting to get my free credit report. He transferred me to another representative who was willing to run my score over the phone, but she did not have the option to provide the information in an email back to me, only through physical mail. And if I wanted that report by Monday XX/XX/19, as my business requested I provide, it would cost {$20.00} to expedite. 

My Issues : I would like to state that the representatives I spoke with acted appropriately and were genuinely trying to help me. I have no fault with them. However, I do have concerns about the manner in which Experian is providing this free service that every American is legally allowed to receive once per year. 

First, if there is a technical issue, the phone number provided should allow you to speak with someone who can address the matter and then help you out. I had to resort to quasi-subterfuge simply to talk with a real person and not their limited automated response system. 

Second, the person I'm speaking with should be able to run my credit and send that report to me by email. I realize communication via email is not always easy due to security concerns but had I needed this report for a job or a place to live, this could have had a serious impact on my personally. 

Third, when advising of the reason for my escalated time frame, it should not be the burden of the consumer to pay for the company 's substandard website.

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