Consumer complaint received 2021-11-06
Company: LEXISNEXIS
State: NM
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: Other problem getting your report or credit score

Complaint:
This is my second complaint filed with your bureau regarding copies my credit and finance reports gathered by LexisNexis Risk Solutions. I have tried to get a report from them beginning XX/XX/2021. Despite filing a complaint with you on XX/XX/2021 ( Complaint # XXXX ) and submitting the additional information LexisNexis requested, I have been unable to access my credit report. It is now XX/XX/2021 well beyond the 90 days allowed by law. 

After I filed my complaint with CPFB on XX/XX/2021, LexisNexis contacted me on XX/XX/XXXX for the first time. They requested additional information in the form of a copy of my social security card, a government id, and a third party bill addressed to me. I sent copies of all these documents to them on XX/XX/2021. 

On XX/XX/2021, Lexis Nexis sent me a time sensitive URL, with a pin, good for 30 days, which the company asserted would show my credit report. Although I tried repeatedly over a period of days to access the URL, no such URL was found with either XXXX or XXXX search engines. Therefore I could not access the report. 

On XX/XX/XXXX, I emailed their help center describing my difficulties in accessing my information. After three days I got a canned response suggesting that I empty my cache and make sure I hadn't made a mistake in entering the URL and the pin. 
Obviously I had checked all this repeatedly. 

On XX/XX/XXXX I called their " Help '' desk. The person who answered said the same thing as the emailer had. No other help was forthcoming, since she was not trained to help with computer and access problems. 
I then asked that the credit report be sent as a hardcopy, by mail to my po box , the address to which Lexis /Nexis had sent the URL. She said if I sent a copy of a current utility bill to XXXX, I would be contacted within 48 hours by phone and that a hard copy of my credit report would be sent to my address. I sent a copy of my utility bill to that address the same day Needless to say I received no phone call, nor was a report sent to me. 

Meanwhile, before I made the XX/XX/XXXX phone call, on XX/XX/2021 Lexis Nexis sent another time sensitive URL with my credit report which I received on XX/XX/XXXX. Again the URL was not available on search engines as written. 

I am XXXX now, a year older than when I made my first inquiry. I do not wish to spend my remaining time on earth playing wack-a- mole with LexisNexis URLs. I have given them all the information they need to send me a hard copy of my report. 

I need to do this to make sure any credit issues are resolved before my death and will not impact my estate. More immediately I need the report to determine whether my home insurance rates are based on accurate information, since my insurance company, XXXX claims it is basing my increased rates at least in part on information obtained by LexisNexis. 


This long delay and repeated attempts to get my report, disturb my tranquility, waste my time, and threaten to exacerbate longstanding chronic stress related health problems. 

Furthermore, the fact that LexiNexis is dropping tranches of sensitive information in URLS that may be available to hackers, if not their intended recipients, would lead a reasonable person to worry that their personal information might be used against them. 

Please note : The date XX/XX/XXXX on my original complaint of XX/XX/XXXX, should read XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation