Consumer complaint received 2019-02-25
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
The following is text from my letter dated XX/XX/XXXX to Experian memorializing what I had experienced to that point : " Following the migration from XXXX XXXX XXXX credit monitoring service to Experians IDnotify monitoring service, I noticed an anomaly on my IDnotify report prompting me to activate a fraud alert with Experian while discussing the issue. This placed fraud alerts with XXXX and XXXX  as well. While on Experians website or automated phone system, I inadvertently added a security freeze. 

In anticipation of a possible upcoming loan request upon the delivery of a recreational vehicle, I decided to remove the alerts and the freeze. After 3 hours on XX/XX/XXXX with Experian alone which included many failed attempts to upload the required documents, reaching a representative, answering the usual security questions, I was assured the alerts and freezes were removed. 

I then moved onto XXXX  and XXXX to also remove the alerts. Each contact took approximately 20 minutes and again I was assured the alerts and any freezes were not active. 

On XX/XX/XXXX, I received a report letter, dated XX/XX/XXXX, from Experian # XXXX stating that a security alert had been placed by one or more of the nationwide consumer reporting companies. I also received a postcard from XXXX  also dated XX/XX/XXXX, saying they added a fraud alert that I requested. I only requested removal of one. 

Today, XX/XX/XXXX, I spent well over an hour trying to get help from Experian, eventually reaching XXXX after the call initially went overseas. He asked me to upload the documents and twice more the system failed. He explained a myriad of security reasons the system would fail. Ive heard from the way too many Experian reps that Ive spoken with that they system times out, too many attempts, black and white images, TIFFS and PDFs, nothing over 15MB All of which I abided by. Then he posed security questions of which I apparently failed. I will contend the data, your data, was incorrect. I answered, none of the above to all questions, for example the street I live on which I had already verified with him previously. Hence the reason, I now must send this request by regular mail. Note that I have never failed these questions before nor when I called XXXX  and XXXX  soon thereafter did I have issues validating my identity through their questions. 

Once again, they have assured me that no alerts or freezes are on my account with them as of this writing. XXXX  had a new alert that they claim came from XXXX. XXXX  had no new alerts or freezes and no evidence that they initiated a new alert to XXXX. 

That leaves you, Experian. Please remove any and all fraud alerts and security freezes to my account until such time that I request them on my own. '' On Saturday, XX/XX/XXXX I received Report # XXXX dated XX/XX/XXXX from Experian stating in the second paragraph, " your personal credit report already displays a security freeze. '' Paragraph four states that they removed the fraud alerts as requested. Today is XX/XX/XXXX. Following 32 minutes on the initial phone call and transfers from XXXX XXXX, CA to XXXX XXXX, to XXXX XXXX ( I assume Texas ), I was disconnected upon transfer from XXXX ( no last name ) to XXXX ( no last ) name and no call back despite having provided by telephone number. This is not the first time I've been disconnected by Experian following literally tens of hours on the phone trying to resolve this issue. XXXX stated that there are " no freezes on your credit report '' but that doesn't absolve this company of continued misinformation to consumers. 

Also, please note that upon calling the XXXX XXXX telephone number back again, I was directed to write to their legal office as the CEO doesn't have any representatives other than call center supervisors to address issues such as this, per the switchboard operator.

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