Consumer complaint received 2015-12-11
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Information is not mine

Complaint:
XXXX XXXX XXXX a copy of my Experian credit report to process an application that was not made by myself. I called XXXX and told them that I did not apply for a credit card and I 'm looking at my Experian credit report and this is not me. I preceded to provide the representative with all necessary information- my SS, my full name, my DOB, my address, and a description of what was submitted to Experian credit report and the representative responded with, " Im sorry mam, we do not show any record of this and there was no application attempt made and it must be XXXX Bank , who is also associated with XXXX . '' She then asked me to call XXXX and provided me with the phone number. 

After I called XXXX, they went through every possible search and had me hold on the phone to make sure there was nothing in their system that had my information with it. The representative that helped me asked me to read what was on my Experian credit report and looked up all of the information and assured me that it is XXXX who is associated to this report obtainment and to try to call again but not to call the general line to call the " lost or stolen line '', even though I already called in to the general line to let them know exactly what I saw on my credit report and word for word which stated ( alert date XXXX/XXXX/15, source : Experian, Phone : BY MAIL ONLY, Address : XXXX XXXX XXXX XXXX, SD XXXX, Company : CBNA/SEARS ). 

Once I called in again to the " lost and stolen line '', I informed them that I called about 10 minutes ago and tried to let them know that the application that was submitted was not made by me and I am a victim of identity fraud. I also informed them that the previous representative told me there was nothing in their system and to call XXXX. After being placed on hold, the representative said she did a " deeper '' search and was able to find the application. She informed me that there was no one in the Security Department at this time and to call back in the morning between the hours of XXXX XXXX, and told me to call this phone number, ( XXXX ) XXXX. I asked her if there was any way I could get a reference number so that I did n't have to jump through hoops again in the morning to get help the needed, she was happy to provide this for me. 

When I called early morning and explained what happened and what my reference number was, the representative was extremely unresponsive and negligent. I asked her what information was given on the application and what to do with the information. She responded with that it was up to me to do any further investigating and she could n't answer any information about what address- city or state I would pursue for help. Then I informed her that I was concerned about my credit report and XXXX contacting the credit bureau to obtain a report- which to my understanding hurts my credit and should be removed from my report considering it was not myself who tried to apply with their company. At that point, I asked if I could name off old addresses that the " alien/criminal/felon '' could 've attempted to use out of desperation for answers. She told me she could n't provide that information for me and that I did n't have any rights to it. At that point, I asked her what steps I needed to do to protect myself and how they were going to help to fix this. 

She told me, it was not their responsibility in looking into this and that I needed to file my own report and get necessary help and they could request the information from them. My concern is that there was no follow up, XXXX information gathering, or any help in regards to settling a fraudulent crime that was made on behalf of their company. It seems to me that there are no set standards or protocols in handling illegal activity within their company.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief