Consumer complaint received 2021-10-24
Company: Experian Information Solutions Inc.
State: IL
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: Was not notified of investigation status or results

Complaint:
On XX/XX/2021 I was notified via email that my XXXX XXXX replacement card was being processed and would be delivered to the requested address ( not my address ) on XX/XX/XXXX via XXXX XXXX. Since I did not make this request I immediately called XXXX XXXX 's Fraud Dept. While they could not intercept the delivery at this point they would void that card and send a new legitimate card to me on the XXXX as well. On the XXXX, the card was delivered to my home and someone stole it from my home and attempted to use it within 15 minutes of the XXXX  XXXX delivery. I filed a police report ( see upload ) and thought the matter was somewhat resolved since it appeared to be a localized event. However, within a matter of 10 days I began getting mail from various lenders that credit cards and project loans under my name were being denied and these loans were originating in different states. On XX/XX/XXXX I placed a credit freeze with all three credit reporting agencies as well as fraud alerts. I created a case with Identity Theft.gov ( # XXXX ), and reached out to all of the credit card companies who received fraudulent applications in my name and notified them of my identity theft situation. Apparently, on XX/XX/XXXX, someone pretending to be me contacted Experian and got them to unfreeze my account. They did this and never emailed me with a confirmation of this change which is strange because making any changes like when I changed my password was. immediately followed by an email confirmation. Instead, Experian sent me a letter, and completely misspelled my name ( see upload ) notifying me of this change through the USPSs which arrived on XX/XX/XXXX. So, my credit report was unfrozen for 7 days without my knowledge. I called Experian as soon as I got this letter ( attempting to reach a human took over an hour, and only by pretending to be a " business '' was I able to get through ). An agent confirmed that the event I, just described did occur, and was told to write to Consumer Affairs and request that they pull the transcript of that encounter and explain how this occurred. On XX/XX/XXXX i sent out a certified letter to Experian : tracking number, XXXX, which I verified was delivered on XX/XX/XXXX at XXXX XXXX. I have called twice since then and spoke with XXXX on the XXXX and with XXXX on the XXXX. Neither of them had any idea what I was referring to. I was merely calling to find out who was assigned this inquiry. 
The phone number to Consumer Affairs is XXXX. I have not heard back from anyone and I call frequently to make sure my credit report remains frozen. I feel very vulnerable with this company. They do not have a two factor authentication in place and anyone pretending to be me can get my PIN number to unfreeze my account as already proven. An interesting coincidence that Experian completely ignored is that one of the fraudulent loans someone applied for in my name was denied because Experian advised against it and the person applying for that loan used email, XXXX. The person who unfroze our Experian credit report used email, XXXX. It makes me wonder what security measures they have in place. No flags went up at all, and again, sending a PIN to an email other than the one on file with my account ( XXXX )? How did Experian make such a blunder and jeopardize my financial safety? Experian should offer me free credit monitoring and protection since they were not able to provide me the basic security that they claim they are capable of.

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