Consumer complaint received 2020-10-28
Company: Experian Information Solutions Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
On or about XX/XX/2020, I applied for a XXXX XXXX Credit card so that I could buy a computer at XXXX via the internet. I filled out a credit card application on line and as soon as it was completed Experian was contacted for my credit status and the application was immediately denied because I had placed a freeze on my credit account with this agency. I was aware of the freeze and new the application would be denied but didn't know that my credit would checked so quickly. From about XXXX XXXX. that afternoon until around XXXX XXXX., i tried numerous times both on line and via telephone to get me freeze released temporarily. However, the procedures required by Experian made this task almost impossible. Of course, no person could be reached and when dealing with the computer via the phone, questions would be asked and before finishing with an answer, the computer would ask an additional question and interrupt the transaction until finally and very abruptly I would be told that I couldn't remove the freeze via phone and would have to write a letter to Experian in Texas. Immediatelly following this notification, the computer would quickly advise as to what must be in the letter and then the call was discontinued. Thus, I was almost impossible to note what the requirements were and no way to have the message repeated. I then tried to do remove the freeze via the internet and had the same result.

I purchase an RV about 18 months ago and had exactly the same problem with Expedian. I finally was able to get the creditor to check with one of the other reporting agencies, and it contacted XXXX  after I had removed the freeze with that company with no problems what so ever. Incidentally, my credit number is excellent in the 800+ area. 

So, I am taking the time to file this complaint because I have had the same problem with this same company more than once, and every time removal of the freeze on my account with this company is made difficult, it causes a lot of trouble for a lot of people. In an attempt to describe my treatment, I would suggest that this company just acts with arrogance and without regards to the damages that it causes. As a further example, on Friday, XX/XX/XXXX, I actually prepared a letter to this company and included all of the information that I could determine was required from the abrubt message that I described above. I note now that the date included on the letter was incorrect for which I apologize, but the letter was in fact sent to Experian at its given address in XXXX, TX, and it was sent by priority U.S. Mail. Experian via phone message and the via its website advised that should a letter be sent to it, it would return an email message using the email address provided to the sender advising when the freeze would be removed. I have been checking my email messages everyday from the Monday following the Friday when the letter was sent overnight and no such notice has been received ; it has been 10th days since the letter was sent and no response has been received. 

Before completing this complaint, I decided just for the heck of it to check once again whether the freeze is still in tact, and upon phone Experian once again I am as about aboiut one hour ago advised that the freeze has been lifted. Of course, I have no idea when this was done since no notice was received and the fact that I have waiting to apply once again for a XXXX credit card until was notified about the removal of the freeze was not important to this company. 

Thank you for your consideration of the above. I am hoping that if enough complaints are filed against this company, it will change its most cumbersome and unfriendly customer procedures. 

Respectfully, XXXX XXXX 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 non-monetary relief