Consumer complaint received 2020-07-28
Company: Experian Information Solutions Inc.
State: IL
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: Billing dispute for services

Complaint:
I contacted XXXX XXXX ( XXXX XXXX ) customer service twice within the first twenty-four hours of me becoming aware of my identity theft-between XXXX XXXX. I was told a total freeze would be put on my account, meaning no purchases or e-payments would be allowed through. Furthermore, I told multiple representatives that any payments going through from there on, through my wallet or with that bank account, would be fraudulent as I no longer had access or control of my XXXX  XXXX. Within those 24 hours, multiple purchases were attempted ( {$45.00} & {$1800.00} XXXX and multiple payments were attempted with my bank account ( one for {$1100.00} & one for {$1900.00} ). I contacted XXXX XXXX, XXXX card to keep up to date on transactions to monitor any fraudulent activities. I told the representatives that I am not a resident of the state where both purchases were attempted and could provide evidence I was not in that state at the time or ever. 
Also, with my call on XX/XX/XXXX, I verified with the XXXX Card representative the next steps, as I changed my bank account status so no withdrawals could be made. At no time during my initial ( and multiple ) communications, did anyone inform me of the consequences of denied charges/payments of my bank account due to the status change of my account. I did my best to keep in contact with XXXX XXXX and was told multiple times that disputes were being opened and I would be contacted by management. This never occurred and I was finally told weeks later on XX/XX/XXXX, no one would contact me until I mailed in a dispute letter. Months later, after having received multiple e-mails stating my disputes had been resolved, I was still receiving statements that I owed more than I did. At the time my card was compromised, and considering interest, I owed just over {$1100.00} and was continuously receiving statements saying I owed more than twice that. 
On XX/XX/XXXX, I sent out a formal letter along with the following documents, after multiple times of being told I would need to do so to get anywhere : 2 versions of an FTC report I filed for identify theft, Proof of Identity, Notice to Furnishers of Information, 2 different XXXX  Card statements ( XX/XX/2020 & XX/XX/2020 highlighting the fraudulent transactions ), and finally a copy provided by my bank of the bank account status change that occurred on XX/XX/2020. When I followed up a couple of weeks later on XX/XX/XXXX, I was told the paperwork was received and my case was still in review and someone would contact me. I was also told, to my surprise, that my account had officially been closed and turned over to collections. Which also explained why my credit score had dropped XXXX points. I told them my concern and I was told my credit score could be addressed and fixed based on the outcome of my dispute/case. 
I waited another month, still with no contact from XXXX XXXX. I contacted them again on XX/XX/XXXX spoke to six different reps over 3+ hours, including a manager who told me he would call back within 30 minutes and never did, and when I called back after waiting almost hours, I was told no management was available. I called back the next day on XX/XX/XXXX and spoke to another manager who helped calculate my true balance and told me a dispute, including a dispute for my credit score and owed interest would also be submitted. This manager told me someone would contact me within 24-48 hours. Someone did contact over a week later on XX/XX/XXXX, who then transferred me to multiple reps. I made a large payment on XX/XX/XXXX and was told I would receive an updated statement with my remaining balance of {$150.00} and an email with updates for all of my outstanding disputes. 
My final communication was over two weeks ago on XX/XX/XXXX, after I received my last statement still indicating a false balance. I again spoke to a manager who told me my dispute was still being investigated and that someone would call me back soon and I have yet to hear from them. I have spent over 7 months of being run around and lied to. With all of my headache of having my identity stolen, my experience with XXXX XXXX ( XXXX XXXX ) has by far been the worst customer service experience I have ever had. They have ruined my credit and lied to me continuously now for months.

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