Consumer complaint received 2017-09-13
Company: Experian Information Solutions Inc.
State: GA
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 X/XX/2017, I attempted to freeze my credit on Experian 's website. Was told without reason that it was unable to do so. However, the {$3.00} processing fee was accepted and processed via my credit card as I received a notification of this on my cell phone. I want to know : 1 ) Specifically why my request to freeze my credit did not work, given the same information was provided to both XXXX and XXXX and they were able to freeze my credit immediately, and 2 ) Why, if Experian was not able to freeze my credit, was the {$3.00} fee accepted? 
3 ) Why is there no Experian phone number to call for questions. All that was provided was a PO box where to send additional documentation. 

Entire excerpt of what I received after attempting to freeze my credit via their website : " We were unable to honor your request to place a security freeze on your personal credit report based on the information you entered. 

Sending us your information To request a security freeze, send all of the requested information via certified or regular mail to Experian Security Freeze, P.O. Box XXXX, XXXX, TX XXXX. Include your full name, with middle initial and generation, such as JR, SR, II, III, etc. ; Social Security number ; date of birth ( month, day and year ) ; current address, previous addresses for the past two years and any applicable fee as indicated below. If you are a victim of identity theft and submit a valid investigative or incident report or complaint with a law enforcement agency, the fee will be waived. In addition, enclose one copy of a government issued identification card, such as a drivers license, state ID card, etc., and one copy of a utility bill, bank or insurance statement, etc. Make sure that each copy is legible, displays your name and current mailing address, and the date of issue ( statement dates must be recent ). We are unable to accept credit card statements, voided checks, lease agreements, magazine subscriptions or postal service forwarding orders as proof. To protect your personal identification information, Experian does not return correspondence sent to us. 
Send copies of any documents you wish to provide to us and always retain your original documents. You may also submit your request electronically at XXXX. We will send you a confirmation notice once the security freeze has been added, and you will be given a personal identification number ( PIN ) that will be required in order to remove the freeze temporarily ( in order to apply for credit or for any transaction that requires that another party access your personal credit report ) or permanently. 

If you are paying for a security freeze placement, enclose your check or money order for {$3.00}. 

Mail this form, along with payment ( if applicable ) to : Experian Security Freeze PO Box XXXX XXXX, TX XXXX ''

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