Consumer complaint received 2018-08-23
Company: Experian Information Solutions Inc.
State: NH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
I learned recently when I applied for a new credit card that I was denied the card because the credit card company " XXXX XXXX '' could not verify my identity. XXXX XXXX uses Experian. 

I'm a retired XXXX XXXX and I continue to represent a few long standing clients that require me to obtain transcripts through the XXXX XXXX website which I am an authorized user. 

Recently the XXXX implemented enhanced security procedures in order to log into the system. These enhanced procedures required me to answer personal questions including providing bank, credit card, and loan information. 

I was unable to complete the process because the XXXX could not verify those accounts. After calling an XXXX XXXX  employee he confirmed that XXXX use Experian to check these accounts. 

On a third occasion my personal checking and saving credit union offers free FICO scores. They are unable to obtain this information ; once again Experian. 

My first thought was that some how I may have put a credit freeze on my credit reports due to identity theft, but I could not find any documentation to confirm I had done this. 

My next step was to contact the major credit agencies directly. XXXX, XXXX, and Experian. 

I was able to speak to representatives from XXXX  and XXXX who confirmed there was no freeze on my credit report, so I ordered free credit reports to verify if there was anything unusual. There was not. 

Experian on the other hand has become a major problem I can not resolve myself which is why I am reaching out to the CFPB. 

I tried calling Experian on at least 6 different telephone numbers I found on the internet. All of those numbers do not give you the ability to speak directly with a customer service representative. 

In order to get anywhere the automated systems require you to enter personal information to verify who you are. Name, SSN, DOB, Address, etc. I entered all of the information correctly but I was rejected by the system as being : " unable to identify ''. 

So if I can't speak to a live customer service representative, and their automated system can't identify me how to I resolve this issue? 

I found an old credit report I obtained from Experian which had a reference #. I found a way to log into Experian using this reference #. When I entered the correct reference # I was denied access. 

Something is amiss with my personal credit reporting at Experian and I can't get a live person to speak with to find out what is going on, and how to correct it, so I now can't apply for credit, or even my own credit report. 

This is absolutely unacceptable. 

A credit reporting company like Experian that has access to all my personal financial information does not have customer service organization that will let me speak to a live person who can easily identify me by asking questions no identity thief can possibly have. 

Does someone at the CFPB have a way for me to contact Experian directly to find out what is going on? Obviously they have corrupted information. Or worse, I am left to guess that perhaps my credit file at Experian was hacked and shut down. 

Please help

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