Consumer complaint received 2019-07-27
Company: Experian Information Solutions Inc.
State: CA
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: Problem getting your free annual credit report

Complaint:
My issue is with Experian. 

Around XX/XX/2019 I began attempting to order my free credit report online ; I had not signed in to my account for a long time so I used the Forgot Password function. This function indicated it would email me a temporary password to an email account I have never had. This made me concerned that someone else had access to my account. Over the next couple of days I made multiple attempts to access a human being and could not using the phone numbers provided on the Experian site. On XX/XX/2019 I searched online for any information on how to get a human being to talk to about my concern, and how to get into my account, and how to make sure my contact information was correct. On that same day, I was successful PAYING {$8.00} for my credit report on the Experian site which was very frustrating as I was unable to access Experian to get my FREE report, yet I was able to PAY for it. I later learned ( after eventually getting a human being on the phone that it would be mailed to me in 7 to 10 business days ( today is XX/XX/2019 and I do not have this report ). 

Also on XX/XX/2019 I was able to locate a number ( not a toll free number and not anywhere I could find on the Experian site ) that  individuals had posted online. I had a long frustrating conversation with a person that informed me that my {$8.00} order had indeed gone through and would be mailed, and also that she was unable to help me with my concern regarding access to my Experian Membership account and gave me a membership number to call ( another number I was not able to access online ). This number sent me into a mass of automatic options that gave me instructions on how to reset it online that specifically say to click on " Need Help Singing In '' on the login in screen ( this link does not exist ). Additionally, when I tried to log in again ( just hoping to remember my password while still wondering if my account had been taken over ) I was locked out for trying too many incorrect passwords. At this point I was given yet another phone number that sent me back to the same phone loop I had experienced previously. 

At this point, I opted to wait for my {$8.00} credit report to come in the mail so I could review it and see if anything was wrong. On XX/XX/2019 I called the human being number and indicated I had yet to receive my credit report, and explained again how I was not able to access my account and my concern regarding the email. At this point the person attempted to direct me back online and I indicated I needed to speak to someone in management as this was no longer acceptable to me. They indicated I would get the same response and I indicated I still wanted to speak to someone in management so that if they heard it enough times they may take it seriously. I was still not afforded an opportunity to visit with someone else, however, I think at this point someone else became involved because there was a pause and the person started asking me additional verification questions. Once I passed their verification question test she changed my username and email and indicated they would be sending me an email with a link to reset my password online. They indicated it could take 5-10 minutes for the email to arrive. This was approximately XXXX XXXX PST. The email did not come, so that afternoon I called again and got another person who indicated that since I do not use one of the major email services ( ie. XXXX, XXXX, etc. ; I use XXXX because they will not sell/market your information so I get a lot less XXXX ; while not free it is worth it ). At this point, the person said because of this it could take up to 24 hours for the email to arrive ( very frustrating to be effectively provided slower service because Experian feels my email account is not a preferred one for them ; another new experience for me ). Regardless, I said okay and decided to wait for the email. On a side note, during this call I was successful in ordering a Free Credit Report which in theory will arrive in 7 to 10 business days ; the {$8.00} order has still not arrived ). 

Well, it is now XXXX PST on XX/XX/2019 and I have no email to reset my password nor a credit report received in the mail and I honestly have no idea what to do about it. I have dealt with many larger, more automated in terms of human contact, and have never experienced anything near what I did with Experian, while still not receiving a product or service after all the frustration. There are actually other points I have to make, but I am sticking to the major ones for purposes of this complaint. 

I look forward to hearing from someone at CFPB, as it appears I am out of reasonable options through Experian.

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