Consumer complaint received 2018-06-22
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
CFPB : REPORTING ONGOING TECHNICAL PROBLEMS WITH EXPERIAN CREDIT AGENCY 'S WEBSITE & AUTOMATED PHONE SYSTEM FOR AT LEAST THE PAST 3 DAYS WHILE ATTEMPTING TO LIFT A CREDIT FREEZE TO REFINANCE A CAR LOAN ( + PREVIOUSLY EXPERIENCED THE SAME ISSUES IN XX/XX/XXXX/XX/XX/2017 WHEN ATTEMPTING TO PLACE A FREEZE ON MY EXPERIAN CREDIT FILE ). TOOK MULTIPLE DAYS + UNSUCCESFUL WEB PORTAL + PHONE ATTEMPTS TO ACCOMPLISH THAT FREEZE STEP AS WELL.

THAT FREQUENT + UNEXPLAINED INACCESSABILITY TO THE CONSUMER IS UNACCEPTABLE.

CURRENTLY MANY CONSUMERS HAVE NO RELIABLE OR TIMELY WAY TO CONNECT TO LIVE PERSON BY PHONE / WEB PORTAL OR HQ FAX ( " no answer '' ) TO NOTIFY EXPERIAN OF A WEB GLITCH + NEED FOR LIVE CUSTOMER ASSISTANCE. THE WEBSITE PORTAL THEY HAVE TO FREEZE OR UNFREEZE YOUR CREDIT FILE GIVES BELATED + VAGUE ERROR MSGs THAT SAY " UNABLE TO VERIFY YOUR IDENTITY BASED ON THE INFORMATION GIVEN '', OR " UNABLE TO PROCESS THIS REQUEST AT THIS TIME, '' EVEN WHEN ALL PERSONAL SECURITY DATA ENTERED IS ACCURATE, VALID, FACTUAL, + CAREFULLY ENTERED.

ALSO THEIR " FILE UPLOAD '' WEB PORTAL TO ELECTRONICALLY SUBMIT PROOF OF ID DOCUMENTS IS ALSO NOT FUNCTIONING PROPERLY. IS GLITCHY + CURRENTLY REJECTS ALL DOCUMENT UPLOAD ATTEMPTS EVEN IF 1 PAGE + THE FILE COMPLIES WITH THE FORMAT REQUIREMENTS. SO AS A RESULT, IT IS CURRENTLY VERY DIFFICULT FOR A CONSUMTER TO EASILY + TIMELY VERIFY THEIR ID TO OBTAIN FURTHER ASSISTANCE.

ALSO THE EXPERIAN CONSUMER TOLL-FREE PHONE AUTOMATED SYSTEM IS FULL OR JUST NOT FUNCTIONING PROPERLY THE LAST 3 DAYS AT LEAST. 1 CALL IN 50+ ATTEMPTS MADE IT THRU ( AT ALMOST XXXX ET ). THAT'S UNACCEPTABLE. THE LIVE REP. I SPOKE WITH BRIEFLY TO HELP RESET MY FREEZE PIN TO LIFT MY CREDIT FREEZE AT ALMOST XXXX   DIRECTED ME TO UPLOAD PROOF OF ID ON THEIR WEB PORTAL, WHICH OF COURSE, REJECTED ANY ATTEMPTS TO UPLOAD THE REQUIRED FILES ( SEE ABOVE COMPLAINT ).

*THE EXPERIAN AUTOMATED CONSUMER PHONE LINE PROMPTS YOU TO FIRST ENTER YOUR SSN BEFORE BEING TRANSFERRED TO LIVE ATTENDANT, BUT IT CUTS YOU OFF/ DISCONNECTS/ REPEATEDLY SAYS " SORRY I DIDN'T GET THAT '' BEFORE YOU FINISH ENTERING ON THE PHONE KEYPAD OR SAYING YOUR 9-DIGIT SSN ( CLEARLY + PROPERLY ) + THEN IT HANGS UP ON YOU AFTER 3 TRIES. RIDICULOUS RUN AROUND + WASTE OF TIME + STRESSFUL INTERACTION ATTEMPTS WITH THIS AGENCY.

UNBELIEVABLE FRUSTRATION UNNECESSARILY CAUSED BY THESE ONGOING ACCESS ISSUES.

PLEASE INVESTIGATE THIS MATTER SINCE THE CONSUMER HAS NO WAY CURRENTLY TO EARLY REPORT THESE MAJOR ACCESS PROBLEMS OR TECHNICAL GLITCHES IN ANY REASONABLE WAY. I'M ASKING FOR YOUR HELP TO GET THIS MESSAGE THROUGH TO SOMEONE IN UPPER MANAGEMENT AT THIS POWERFUL CREDIT AGENCY WHO IS RESPONSIBLE FOR ACCOUNTABILITY TO THE CONSUMER. THEY NEED TO FIX THESE CONSUMER ACCESS OPTIONS ASAP!! TY.

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