Consumer complaint received 2020-06-15
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
NO WAY TO TEMPORARILY REMOVE FRAUD ALERT FROM EXPERIAN TO APPLY FOR MORTGAGE. HAVE TRIED EVERYTHING!!! 

Was a victim of Identity Theft and placed Fraud Alert on XX/XX/XXXX. Received letter from Experian dated XX/XX/XXXX with PIN number, instructions and phone number to temporarily or permanently remove freeze. 

I am recently divorced mother, and per the terms of the Agreement must refinance or place residence on the market by XX/XX/XXXX. However, I am unable to complete complete mortgage process to refinance because I can not get Experian to temporarily lift Fraud Alert that I placed on XX/XX/XXXX. I had no problems with the other two credit agencies but application can not proceed without all three reports. Feel like I am a victim all over again!!

First tried to complete process online on XX/XX/XXXX by filling out the appropriate form, using the link experian.com/upload and providing the required documentation. Even received comfirmation that the process was successful. Also, tried filling out the online form to request a single use PIN and even though the information was completely and accurately provided, was not able to finalize the process because kept getting error message that PIN was a required. 

Tried calling EVERY phone number associated with Experian, including the numbers provided in the Fraud Letter to temporarily or permanently lift freeze NONE of these numbers allow you to connect with a person. 

In addition, to filing online, I have also submitted request via mail and then sent a detailed letter on XX/XX/XXXX explaining my situation detailing attempts to complete the process online following their guidelines which clearly don't work. 

In communicating with my lender, she indicated that this unfortunately is a problem she is all too familiar with other clients that have experienced a similar situation with Experian when trying to unlock Fraud Alert. She even indicated that many just give up! That is not a choice for me!! 

THIS SHOULD BE UNLAWFUL AND SHAME ON EXPERIAN!!! I don't have a choice to opt out of their services so therefore they should not be allowed to penalize consumers because of that! 

They should be required to have functioning online capabilities like the other bureaus and a way to contact a human if they are not functioning!!! Why are they allowed to get away with this?? I have the same Fraud Alert with  TransUnion and XXXX yet I was easily able to temporarily remove alert!! And you don't have a choice if you place a fraud alert with one bureau, it goes to all 3!!!

Now I am also faced with the choice of only temporarily lifting Fraud Alert in Place and now exposing myself because of the inadequa
cies of Experian or hoping a Freeze will help!!! I have a seven year Fraud Alert on my accounts because my identity was stolen and fraudulently used on several occasions, even though I had a Freeze on my accounts at the time. What I have learned is that while a Freeze does offer some protection, it does not necessarily protect you from someone opening cards and transferring balances if that particular credit card company has communicated with you in the past! It does however, protect you from being responsible for fraudulent charges and from having your credit scores inversely impacted. 

XXXX was the initial cause of allowing my Identity to stolen, first from data breech and then from not notifying bank of Freeze because that particular institution had sent me an unsolicited credit card application in the past!!! But at least they provide services to consumers to control their information. 

EXPERIAN MUST BE RESPONSIVE TO CONSUMERS IN A TIMELY MANNER AND MUST BE ACCOUNTABLE IN THESE SITUATIONS FOR THEIR INACTION!!! 

Mortgage rates are at an all time low, and every day that Experian delays responding increases the chances that the rates will go up and now being on a fixed income every dollar matters!

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