Consumer complaint received 2022-08-12
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I work for the XXXX XXXX XXXX and hold a secret clearance and soon will transition to a Top Secret Clearance. I have an on-going account with Experian 's Credit Reporting Services , Account Number : XXXX. I have {$24.00} auto pay dpaid by my XXXX XXXX Account every month from my previous payment method which was XXXXXXXX XXXX. Back in XXXXXXXX XXXX XXXX merged and changed to XXXX XXXX . Therefore through no fault of my own in XX/XX/2022 the auto-pay stopped and these clowns unlocked my credit file and converted me to their free version of credit reporting. I called in XX/XX/2022 and explained what had occurred, I changed my payment auto-pay to my XXXX XXXX account XXXX and I was allegedly re-activated, my credit file was re-locked, and I requested and was told that my monthly security reports and security notifications would be turned back on because some XXXX had turned them off. I re-contacted Experian on XX/XX/2022 via phone call and complained that I was not receiving my monthly notices with my credit score, and that I was not receiving my security alerts. The representative said that my automatic notification was in fact, turned off, so I explained the story and was assured she would fix the problem and turn my alerts back on. It is now XX/XX/2022, and I still have not received my monthly notice with my credit score, nor have I received any Experian credit alerts. 
Experian has violated our contractual agreement and they have failed to perform the services they have promised they would provide, which has me in a vulnerable credit situation. I currently am employed as a XXXX XXXXXXXX, XXXX, and if I lose my job because of fraudulent financial activity that I was unaware transpired because of Experian 's error, I will immediately file litigation against the company. 
I demand the following : 1. Experian turn on my monthly reports with my credit score and reactivate my security alerts, which is why I am paying them {$24.00} a month auto-pay. 
2. I demand Experian provide customers with a phone number that allows participants to actually speak to a customer service representative for all matters that is not covered in their ineffective, inefficient option provided to call in customers which is rude, and completely useless. 
3. I demand a full refund of {$120.00} for my {$24.00} autopayments for the full period Experian Reporting services were not provided to me from XXXX XXXX through today XXXX XX/XX/2022, and {$24.00} per each month they fail to honor the agreement, terms and conditions of our credit reporting agreement. 
Again, any more delays from Experian will be settled in a courtroom. The service provided by this company, their customer service, and their call-in customer service phone line are substandard and a disgrace. They are completely irresponsible and unprofessional. Please feel free to call Experian and enjoy in the hilarity at XXXX.

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