Consumer complaint received 2016-11-14
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Inadequate help over the phone

Complaint:
I first was a victim by criminals who took my identity by using my social security number to apply for credit and went shopping all in my good name. I have spent hours upon hours since I 1st became aware of the crime on XXXX/XXXX/16. Now I feel like I am being victimized again by Experian. I sent my completed AOF from the FTC website on XXXX/XXXX/16 complete with police report and attachments evidencing all aspects of the crime against me to all the banks/stores & CBRs. I was very thorough and so I was very distressed when I received the following letters. 
o Experian Mail dated XXXX/XXXX/16 ( recv 'd XXXX/XXXX/16 ) Denying request for credit report. 
o Experian mail dated XXXX/XXXX/16 ( recv 'd XXXX/XXXX/16 ) Letter stating they received my AOF but that it was not complete and requested that I send in everything I originally sent in. This also included a copy of my credit report. 
I called Experian on XXXX/XXXX/16 at XXXX. First I spoke with XXXX. I was concerned about the XXXX/XXXX/16 letter from Experian since I did not request a copy of my credit report. This whole mess started on XXXX/XXXX/16 when the criminals used my social security number to access my XXXX credit report via XXXX. I was concerned that someone else was trying to access my information again. XXXX looked into my account and determined that this letter was sent erroneously as whoever 1st processed by very detailed AOF with attachments did n't understand properly how to respond. It seems like appropriate training is lacking within the Experian organization among other things. For the XXXX/XXXX/16 letter she stated that she needed to transfer me to a fraud specialist. She then transferred me to XXXX. 
I did not understand why I was receiving a letter that said my AOF was incomplete. Everything that Experian was requesting in the XXXX/XXXX/16 letter was previously provided within the XXXX pages I mailed to them on XXXX/XXXX/16. XXXX looked at my account and then told me that because the police officer did not sign page XXXX of the AOF. I pointed out the fact that he signed page XXXX. All other information for contacting him regarding the police report was provided as well. 
I have a feeling that no one will actual solve the crime against me. The stores will write off the loss. No one is going to look at the video cameras in the stores to show what the person or persons looked like whom made a fake ID with my information on it and their picture. No detective is going to use my google map print outs to follow the trail. No one is going to care enough because it crosses state lines. I already had to call XXXX to report a crime that I have no idea when it took place. Did the criminals obtain my information in the XXXX XXXX breech or the XXXX breech? The list of possibilities goes on and on. Criminals are not stupid they sit on this information. For all I know they have it from a job application I submitted to a XXXX when I was XXXX. From my conversation with XXXX it was determined that Experian 's stance is that they demand I track down the Officer to have him sign page XXXX of the AOF. This will then prevent the officer from doing the other important work that police officers do like responding to violent crimes, underage children XXXX, XXXX calls and XXXX offenses against minors ... just to name a few. With the XXXX/XXXX/16 letter from Experian they sent me a credit report showing that that illegally acquired credit was deleted from my report because the banks the supported the stores where the criminals opened accounts found the detailed and completed AOF more than sufficient to remove this information. That is progress in this disaster but it is unacceptable that Experian is not accepting my completed detailed AOF. Experian seems to not care about the consumer by their actions or non-actions in expressing their stance today with my situation.

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