Consumer complaint received 2018-02-27
Company: Experian Information Solutions Inc.
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX OHIO XXXX CARD NUMBER # XXXX MERCHANT : EXPERIAN DATE RANGE XX/XX/XXXX - XX/XX/XXXX I CONTACTED MY CARD SERVICER BECAUSE I NOTICED A CHARGE THROUGH THE AUTOMATED SYSTEM ON MY CARD THAT I DIDNT RECOGNIZE. 

I ASKED WHO THE MERCHANT WAS THATS WHEN I FOUND OUT IT WAS EXPERIAN. 

WHEN I ASKED EXPERIAN, WHY MY CARD WAS BEING CHARGED FOR MONTHLY MONITORING SERVICES, THEY COULDNT CONFIRM MY INFORMATION BECAUSE AFTER I DID THE VERIFICATION, SHE ( SUPERVISOR AT EXPERIAN ) STATED THAT MY INFORMATION DIDNT MATCH THE INFORMATION INCLUDING THE EMAIL ADDRESS ON THE ACCOUNT THAT WAS SET UP. 

I ASSURED HER THAT I AM THE CARD HOLDER AND THAT I DINT SET UP ANY SUCH ACCOUNT. SHE DID A REFUND ONE MONTH OF SERVICE TO THE CARD FOR THE CURRENT MONTH AND TOLD ME TO CONTACT CARD SERVICES AND HAVE THEM TO DO A PAYMENT REVERSAL BECAUSE MY CARD MUST BE COMPROMISED. 

I DID HAVE A BREACH WHEN THE TSA INFORMATION SYSTEM AT THE AIRPORT WAS HACKED AND I RECEIVED A NOTICE THEN, BUT THOUGHT NO MORE ABOUT IT UNTIL NOW. THATS THE LAST TIME I USED THE HACKED XXXX ACCOUNT SHE SAYS WAS USED ALTHOUGH SHE WOULDNT GIVE ME THE NAME USED SHE DID CONFIRM IT WAS A XXXX ACCOUNT. 

EXPERIAN COULDNT VERIFY INFORMATION TO ME ABOUT THE MEMBERSHIP BECAUSE SHE COULDNT VERIFY THAT I AM THE ACTUAL CARD OR ACCOUNT HOLDER BECAUSE I DONT HAVE ANY OF THE INFORMATION USED ON THAT MEMBERSHIP ACCOUNT. SOME MONTHS THERE WERE EVEN TWO SEPERATE CHARGES FOR THE MEMBERSHIP FEES ON THOSE MONTHS FROM XXXX A MONTH TO XXXX A MONTH. 

I DONT HAVE AN EXACT TOTAL BECAUSE MEMBERS SERVICES CANCELED THE ACCOUNT ONCE I CALLED IN. THEY STATED THEY CANT LOOK INTO THE ACCOUNT ANYMORE AT THIS POINT. BUT THE CARDSERVICE REPRESENTATIVE THAT INITIALLY GAVE THE INFORMATION TO ME WENT ALL THE WAY BACK TO XXXX XX/XX/XXXX AND SAW THESE CHARGES BEGAN THERE, WERE REVERSED AND A NEW START UP ACCOUNT BEGAN AGAIN WITH NEW AND DOUBLE CHARGES AGAIN UNDER YET ANOTHER MEMBERSHIP WITH A NEW XXXX ACCOUNT WHICH THE REPRESENTATIVE AT EXPERIAN WOULDNT CONFIRM. IM REQUESTING A REVERSAL OF THESE MEMBERSHIP FEES FROM EXPERIAN, SOMETHING IS DEFINATELY GOING ON HERE. I DID ORDER A NEW CARD TODAY AND I SHOULD HAVE IT IN THE NEXT 10 DAYS. 
ALSO, THE SUPERVISOR CONFIRMED THIS ACCOUNT HAS NEVER BEN ACCESSED SINCE THE START UP AND COULDNT CONFIRM WHY THE ACCOUNT WAS CHARGED OVER XXXX ON 2 OCCASSIONS FOR THE SAME ACCOUNT. I DID FIE A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND EXPERIAN STATED THEY WOULD PUT OE MNTH BACK ON MY CARD, WHICH NEVER HAPPENED. I VERIFIED WITH CARD SERVICES THAT NO FUNDS WERE ADDED OR ATTEMPTED TO BE ADDED TO THE CARD AND IF THERE WERE FUNDS TO BE ADDED THE CARD HAS BEEN CANCELED BECAUSE OF THE BREACH AND THE CARD I DISCONTINUED. I HAVE XXXX  XXXX WHERE THIS SERVICE IS FREE ALONG WITH FREE SCORES AS WELL AS MY XXXX  ACCOUNT WHICH OFFERS THESE SERVICES FOR FREE. THESE FUNDS WERE TAKEN FROM MY ACCOUNT FOR OVER A YEAR AND THE AMOUNTS CHANGED FROM TIME TO TIME WHICH THREW ME OFF AND LOOKED LIKE A BILL I MAY HAVE HAD. I NEVER SET UP THIS ACCOUNT EXPERIAN KNOWS IT AND THE SUPERISOR PRETTY MUCH ACKNOWLEDGED IT WHEN SHE SAYS CANCEL THE CARD BECUSE SHE COULDNT STOP THE DEBITS BECAUSE I COULDNT CONFIRM WHO I AM TO CANCEL THE ACCOUNT BECAUSE MY INFORMATION DOENST MATCH THE ACCOUNT HOLDER. I THINK I KNOW WHO I AM AND THIS IS AN OBVIOUS ERROR OR THEIR PART. THE INFORMATION THEY GAVE TO THE XXXX IS FALSE. THEY DIDNT GIVE ME MY MONEY BACK.

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