Consumer complaint received 2023-01-27
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I have attempted, unsuccessfully, for several months, to unlock my Experian credit file. I lock all three bureaus for security purposes and generally leave them in a locked status until I need to apply for credit. I was signed up for Experians XXXX XXXX subscription, which offered the ability to instantly lock and unlock your credit file online or by using the mobile app. I have previously used the app to lock and unlock my report with no issues. XXXX XXXX I was preparing to apply for a loan with XXXX. I didnt recall which credit bureau that they pulled from, so I began the process of unlocking all three bureaus. I successfully unlocked XXXX and XXXX, but was unable to unlock Experian. I didnt think much of it at the time and figured it was a temporary system related issue. A few days later I tried again and received the same error message. I tried calling Experian and found it virtually impossible to reach a human being. The automated system provided an option of unlocking your report. I selected that option, only to here the response Sorry, I was not able to unlock your report. Out of desperation, I canceled my premium subscription and downgraded to a free basic subscription. The basic subscription did not include the credit lock and unlock feature and I thought that might release the lock in my credit file. Well, it did not. I then wrote Experian a letter, pleading with them to help me. A couple of weeks later, and to my surprise, I received a call from Experian, ( XXXX ). She was a nice lady and appeared to be genuinely concerned about my issue. It was the XXXX XXXX XXXX and she needed to escalate the matter because she too was unable to unlock my credit file. She promised to call me on XXXX with a resolution. Well, I never received that call. I called XXXX and left a message, however she didnt respond. Over the next few weeks I tried over and over to unlock my credit file, to no avail. I sent another letter, again appealing to Experian to help me. I shared with them that I had been denied financing by XXXX due to their inability to access my Experian credit file. Today, XXXX XXXX XXXX, I received a call from XXXX. As aggravated as I was, I was still pleased to receive the call. She did not apologize for not following up on her promise to call me back but she did go on to tell me that my report was unlocked. I logged into the Experian website, while she was on the phone and receive the same your credit is locked message and was unable to unlock. She then suggested that I screenshot the error message and fax it to her, along with my drivers license & social security card. I did send the requested information today, however I have very little faith or confidence that Ill receive timely follow up. I feel like Experian is holding my credit file hostage and theres not much that I can do. I cant obtain credit from any creditors that utilize Experian to render their decisions. This is a very unfair and punitive business practice. Please assist me.

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