Consumer complaint received 2020-01-11
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
Had identity theft for over a year and placed freezes and fraud alerts on all companies. I noticed a new card alert on my XXXX XXXX and I started to investigate ... I contacted experian to find out that my credit freeze had been removed. This is not the first time that my freeze had been removed from my credit report on one or more of the credit reporting agencies. ( Im told that even though I got a pin number that their is nothing they can do to stop it if the thieves provide them the information they request. ) When I contacted experian I was told that I actually had a Experian Monitoring account opened in the begging of XXXX.. I  spent the that entire day being told their is nothing they can do and being transfered from dept to dept and begging to speak to the fraud dept.. I got now where with filing a complaint into having them look into the fraudulent account opening. Their said they dont do that and that I could only close the account as fraud ... I did that and then re opened in my name and personal information quickly. 
I called again to try and make complaints and to find out how to stop them and had an agin few hour transfer from dept to dept to be told the same thing ... Except for if the first account was closed I should be comfortable knowing another couldnt be opened ... I told him I did that five seconds after and he was shocked.. That shouldnt happen, but just told me that it is true that their is nothing they can do.. Im confused because they allowed someone to open the account and I understand how that could happen because somehow they were able to get a credit card in my name to use as payment, but they also disputed my actual phone numbers.. and they got them removed from my credit file ... That makes it impossible for possible creditors to verify my calling one of the numbers because they were removed ... The one phone number Ive had for over 15 years and the experian must have not even tried to verify that the numbers should be removed because all there were actually mine or parents numbers.. Experian is offering no solutions. I dont know what to do because now they even have my whole credit report ... Since then they were able to steal money from my bank account and I dont know where it will stop.. They make it impossible to speak to a person who can actually help ... I would like them to contact me and send my a letter stating information they have given me.. Basically that they can not stop the people or person of anybody basically from getting make into or my account if they can provide the information that they are asked for and since the thieves have everything they ask i can not be protected. Im trying to get a new SS NUmber to save me from this ...

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