Consumer complaint received 2023-02-15
Company: Experian Information Solutions Inc.
State: DC
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: Problem canceling credit monitoring or identify theft protection service

Complaint:
After seeing several commercials for " Experian Boost '' ( Boost ) detailing how one can boost ones credit based on rent and utility payments, I created an account. This is a rather time-consuming process which includes sharing personally identifiable information ( SSN, name, address, bank routing numbers etc ). After completing the process, almost instantaneously I received a message stating that I am not eligible for Boost. Over the next few days I received an overwhelming amount of marketing emails etc. from Boost. Each time I'd unsubscribe, only to receive more. Finally, this evening I called the number listed on the Boost website ( XXXX ) to ask that my information be removed from Boost. It takes several minutes to navigate through the automated / robot that answers the call. One must enter one 's full SSN to even begin the process. The system makes it incredibly frustrating to reach a human representative. Once I finally got to a rep named XXXX, I explained the situation, she would not tell me why I was not eligible for the program and said she could not delete my information. I explained to her that I only offered my personal information IN EXCHANGE FOR THE SERVICES OFFERED BY BOOST, since these services are not available to me, I do not authorize Boost to have my information. She refused to remove my information. I asked for a supervisor, she disconnected the call. I called back, again it took several minutes and disconnections by the automated service before reaching a human. I reached XXXX and briefed him on my experience thus far, it took several minutes before he agreed to transfer me to a supervisor. The supervisor 's name is " XXXX ''. I asked her for an employee ID so that I may have an accurate record of the conversation. She refused to share this, in fact, she said " I have an employee ID but will not share it ''. I explained to her that I would like my information removed based on the fact that this entire scheme felt predatory and nothing more than a unethical ploy to collect personal data on individuals for marketing or whatever other reason Experian chooses. She told me she can not remove my information. I asked her why, and she said " because we don't do that ''. I asked, " who does do this? '' She said " no one '' and said my information will be kept. I emphasized to her that this is directly against my will, and asked her again why she would not remove my information. She rudely told me she will not share this information with me and threatened to end the call. I clarified ( in disbelief ) that I do not authorize Experian Boost to have this information and that it is my right as a consumer to not have my information stored against my will with a company ( Boost ) that I have no business with, and I would like my information deleted. She refused. 
Needless to say, this is concerning for a number of reasons. It is unconscionable to me that a company can operate in this fashion with impunity. I would like my information removed from this company 's files. Their practices strike me as unethical, predatory, unnecessary and unsafe. I would like help on getting my information permanently deleted from the files of Experian Boost, and I would also like to know why the reps at Boost are not required to remove a consumer 's information when asked to do so by the consumer. 
Many thanks for your help and guidance. 
XXXX Experian requested my personal information to be sent for verification purposes through a third-party. Including, a copy of my Social Security Card and State ID ( which would be my Driver 's License ).

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