Consumer complaint received 2020-09-14
Company: Experian Information Solutions Inc.
State: CA
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:
Regarding Complaint and Inquiry Experian XXXX XXXX XXXX  XXXX XXXX Texas, XXXX To Whom It May Concern, I am writing to report what appears to be a serious issue and possible breach of my personal credit information within the ( Experian ) online system! 

This week our home Loan Agent attempted to log onto the Experian Credit Reporting system to retrieve our credit score. When he / she did Experian 's system told them ( our credit information ) within their system was frozen? When we learned this we became concerned because we had not logged in to use Experian  for over a year. 

When we personally logged onto their Website / system to address the issue we were denied and prompted to re-list our name address Social security etc. to retrieve my credit report. 

After doing so, their system ( again ) responded with the message, ( there was a problem ) prompting us to ( try again ) requesting that we re-list additional information asking us for my Social number a second time? 

After repeated ( requests ) and attempts by their system, The system message said, ( There is NO record of your information in our system ) and again prompted me to try again ; until finally it ( locked me out ) saying, we would have to wait for 24-48 hours. 

When we searched for Experian 's customer services numbers on their web site, it directed and re-directed us back to a circular automated phone system that prompted us to try again, until finally locking us out! 

Finally after locating a phone number to their corporate office we were connected with someone in the ( XXXX ) who had ( NO knowledge ), ( NO access ) or worse ( NO authority ) to RESOLVE my issue! 

When we asked the agent to redirect our call to someone here in the United States where someone could access our info in their system and resolve the issue, we were redirected back to the same circular automated phone prompts. 

In short, we have received no help, no response no correspondence to answer our concerns! We are concerned because we believe it's possible their system has been breached, possibly exposing all of my personal credit / data / SS information ; or worse ; ( confused me with someone else within their system ).

I am kindly requesting a formal investigation Into why this has occurred along with answers as to why I am locked out from seeing my own personal information with no option for resolve.

As you know Experian is 1 of the 3 largest most influential credit reporting agencies in charge of reporting and protecting peoples credit data here in the US and the world.

Please Note : I am forwarding a formal request VIA Registered Mail to their office ( ( Experian Inc. / FreeCredit.com. as their is no other way of addressing and resolving the issue via their internet site or phone. 

Sincerely, Thank you!

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