Consumer complaint received 2015-06-19
Company: Experian Information Solutions Inc.
State: AZ
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint:
I am a victim of Identity Theft. I called Experian at XXXX XXXX XXXX XXXX. There is no option at all to talk to a live person it is all computerized. The only way to talk to a REAL person and not a computer was to call another # for there Credit Monitoring Services. So that is what I ended up doing. I called the number and the person could n't help me with what I needed because I have ID Theft and I am not a paying member of Experian. I wanted a number to call there customer service dept. they told me sorry they did not have XXXX they had to transfer me to that department in the company, XXXX minutes later sitting on hold ... I talked someone in their dispute department, not customer service department. I told the rep that I mailed in my police report ( copy ) that the police gave me when I was at the police station, copy of my driver license, a copy of my cable bill, and the form I filled out & that I have identity theft with all my information they were requesting ( per what is on their Website ). What Experian mailed me back was a piece of paper telling me that I already have a security freeze on my report ( that is because I paid {$5.00} via their automated phone system, the day I had IDENTITY THEFT to freeze my credit ), what I wanted from them was confirmation that they are aware that I have identity theft. What was frustrating about this was this took XXXX minutes to get the answer of being on hold and being transferred around from department, and also that they do not even have a regular customer service number where you can talk to a live person. The person in their fraud department told me that because I am not a member of Experian ( paying member ) there is no customer service number. Then they told me what the XXXX Police Department gave me and that I copied was no good, and I needed a Police report copy and I needed that to be sent in to be able to freeze and unfreeze my credit with no charge. So I call the police, the police public records person told me I have to come in and pick up the report ( there office is XXXX miles away from my house ) Monday - Friday, or the XXXX option was they could mail it to me and that would take 8 - 9 months. All I can say is oh my god. So if I wanted it mailed it takes 8 - 9 months to get that sent to me in the mail. That is worse than calling XXXX XXXX, and I have XXXX XXXX. That procedure is extremely unfair to the average person. I have to mail that in ( a copy of the police report ) to Experian, XXXX, XXXX to be able to freeze my credit and unfreeze my credit since I am a victim of identity theft!! What upsets me the most is that when I call Experian there is no live person to talk to and if you are not ( a paying member ) you have to wait on hold XXXX minutes or whenever they decide to answer the phone. XXXX the thing that also annoys me is that the XXXX police department told me it would be 8 - 9 months before I would have the police report in the mail. All I can say is wow! I am a victim of identity theft here and this is how I am treated. I pay my taxes. I am a contributing member of society. I am really annoyed.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation