Consumer complaint received 2021-06-07
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem canceling credit monitoring or identify theft protection service

Complaint:
Wanted to remove the freeze on the Experian credit report. 

1. ) Tried the online system. System indicated that my birthdate and SSN did not match. I was unable use the automated system. 

2. ). Called the telephone number given on the online system. The system asked for Information then informed me that to remove the freeze I had to go online or do it by snail mail. I needed the freeze removed today and could not use snail mail. I was unable to request to talk to an agent. Hoping there was a glitch in the system I tried again. I got the same results. 

3. ) I used a search engine and obtained a procedure that would let me talk to a human at Experian. I had to bypass the customer line and go to client line. My phone was working through my homes internet system. My signal was exceptional. The quality of their line was sketchy at best. About mid way through the verification Process the call failed. 

4. Repeated step 3 with the same results. 

5. Called again and requested that the agent call me back. She was hesitant to do so. The credit freeze was removed. 

XXXX. Called the number from the website to verify that the freeze was removed. The automated voice asked if I wanted to freeze my credit. I replied with a clear NO. The voice refrozen my credit anyway. 

7. Went back to the number obtained from the web search. We were in the middle of the process when the call failed. 

8. Repeated # 7 and asked the agent to call me back if we got cut off. The agent indicated that they did not have that capacity. The call failed. 

9. Repeated steps # 7 & # 8. Asked this agent to call me back if necessary, this agent agreed to do so. In the process the agent felt it necessary to run me through the verification questions. She refused to take my PIN #. One of the questions concerned the monthly payment on a Loan from XXXX in 2017. During 2017 I had two loans from XXXX. I gave both amounts, but the agent could only accept XXXX. This earned us another set of questions. I passed! And the freeze was lifted. I asked to talk to a supervisor the transfer failed. 

10. Called the number from the search engine. Talked to an agent and got transferred to a supervisor. That call failed. 

11. Repeated step 10. Got to a supervisor. To resolve any issues I had to go online. I told her that I was unable to get online. She just kept telling me to keep trying. 

12. I tried online. My birthday and SSN still do not match. I cant access online and I do not know if my credit information is unfrozen. I can only hope that my loan application is not refused. 

Here is the gist of my complaint. I choose to freeze my credit due to a security breach at Experian. I had no problem lifting the freeze at XXXX or XXXX. Experians online system is abysmal, their automated system is ineffective. It is possible to talk to a person, but you have to uncover their hidden number, and when you do their telephone system is slightly better than tin cans and wires. This company needs to be shaken up and reminded that they are there to serve others

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