Consumer complaint received 2019-05-21
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
On XX/XX/19, I contacted Experian to confirm that I do NOT have a security freeze on my account as I needed allow a screener to run a report on my information. Instead of receiving a confirmation, the automated system instead SIGNED ME UP for a security freeze instead and then noted that I will receive the mail via USPS in 7-10 business days. There was NO option to speak with a customer on their toll free line. 

Since I need the information NOW, I attempted to find another number for Experian and located one via an online search of comments another disgruntled consumer posted as XXXX. Experian asked me a number of security questions and then noted I did not answer the last one correctly. However, the wording of the security question, I believe, is meant to intentionally trip up the responder by asking about the mortgage payment per month. It was not clear whether the mortgage payment was the actual payment I specifically was making, whether it was the total mortgage payment ( as I co-own a mortgage with another person ), etc. They noted there was nothing they could do for me and I would have to wait 7-10 business days via USPS to receive my PIN in order to remove the  security freeze. This is not a reasonable amount of time to wait when one needs to access credit.

I asked to speak with a manager. They noted there wasn't one available and 'XXXX XXXX would call me back that day and he never did. I called back again a few hours later. Another service representative handled my call and accused me of placing a security freeze via the automated system and they couldn't help me that i would have to wait 7-10 business days and there was simply nothing they could do about it. 

I NEVER authorized a security freeze on my account in the first place and why would I want to put one on when I want to make sure that I do NOT want a security freeze on my account?? I asked to speak with a manager again. The representative tried to dissuade me from talking to a manager and noted that the manager will not be able to do anything for me.

I finally was transferred to a manager who noted I would have to either wait the 7-10 business days or pay {$20.00} to receive the PIN sent to my address in 1-2 business days. I had no problems with the other 2 credit reporting agencies, and I was able to connect swiftly with them to confirm no security freeze within minutes. However, with Experian : 1 ) they are doing a real disservice to consumers by not being transparent about their customer service line where you are able to access a real live human 2 ) they do not believe the customer when they ask to confirm there is no security freeze and instead put a security freeze on your account without prior authorization 3 ) they blamed me several times for putting the security freeze on my account that same day and said there is nothing wrong with their system 4 ) they extorted cash out of the consumer in order to get access to my pin in a reasonable timeframe ( the other option is to wait 7-10 business days which is extremely unreasonable ) or send a lot of personally identifiable sensitive information via USPS, which is ridiculous given part of Experians whole purpose is to help consumers protect their credit.

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