Consumer complaint received 2022-03-15
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Problem : I cant find my credit freeze pin for Experian, and I did not save the Experian site information in my computers password management system. Because my system did not have a password saved, and because the Experian site seemed so badly organized, I thought I hadnt created an account originally. I created a second account, it seems ( on XXXX XX/XX/XXXX ). Now there seem to be two accounts, and I cant lift the credit freeze ( on either ). The real problem, though, is that I can not get anyone to answer any questions. 

In XXXX XX/XX/XXXX I learned my SSN had been utilized to fraudulently get credit to buy an XXXX and set up an account with XXXX XXXX XXXX. XXXX XXXX XXXX sent the initializing information to my home address, which is how I found out that the fraud had been committee. I notified XXXX XXXX XXXX that day, they froze the account and turned off the phone. They did not charge me for the phone or set up. I notified the FTC and the local police. I put freezes and alerts on my credit at XXXX, Experian, and XXXX. I contacted all other account holders to make sure no further fraud would be committed. 

I left the credit freezes in place, asking agencies to lift them only temporarily and only when I knew I would be applying for credit. This happened in XX/XX/XXXX and XX/XX/XXXX ( this week ). I realized this week that I did not have a copy of the PIN number needed at Experian to lift the freeze temporarily so I could buy a car. I wanted to contact Experian to lift the freeze or be reminded of where my PIN is. I could not find any record of this in my notes, and the Experian site was not saved in my password filing system, so I created a new account, I think. I cant actually tell. Every time I tried to use their online form, it told me I needed to send them material in the XXXX XXXX. The online instructions are different from the instructions that the phone system tells you to do. Since I need the freeze lifted this week, I cant risk mailing a lot of sensitive personal identifying information that will be thrown away ( no guarantees they will protect these hard copies of identifying information -including my social security number, which is specifically requested in the online system instructions but not the phone instructions.

I tried to call for any information, including about whether I actually have two accounts now, or do they simply ignore the second attempt to create an account? The online system will not allow me to make any changes to my freeze, there is no way to talk to a human or get clarification about what to actually mail to them. The phone numbers available on the site ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) lead to no information at all. The only option for a consumer who calls these numbers is to get a copy of their credit report. Neither the numbers nor the website offers any assistance at all, and no way to talk to a human, about having two accounts or whether the PIN can be changed, or where it might be available to me. Calling XXXX got me to a human who then put me into the same online phone system. 

After additional searching ( XXXX XX/XX/XXXX ), I did find my freeze PIN. I was able to lift the freeze temporarily and have annotated my records a lot more carefully. I still dont know if I have two accounts with Experian. Their customer service is terrible, so if anyone else reads this, do not do business with Experian because they will forever be outside your reach. If you DO have to work with them be sure you write every single thing down carefully because they are absolutely inaccessible.

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