Consumer complaint received 2015-11-09
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting my free annual report

Complaint:
3 years ago, I went to XXXX bank to open a checking account ( keep in mind I had never had a credit card ). At this time, it was discovered that there was already a credit card account under my social security number XXXX. This was how we first found the fraud. The nice man at XXXX bank was very helpful and we met about 3 more times to resolve the issue. At the time, It was not evident if the identity theft was intentional or if someone had accidently entered my social security number. Regardless, XXXX fixed this in their systems, canceled the other guys credit card, and allowed me to open my XXXX checking account with XXXX under my rightful social security number. When I applied for the credit card, it was understood that I would have to wait a couple months because the " incident '' put a fraud alert on my credit/social security account. When the time passed, I reached out to all XXXX of the credit agencies ( Experian, XXXX ) to follow up regarding my credit and get my credit report. Little did I know, this was the start of a 3 year battle trying to see that report. 
From that day forward, I have been trying to get help getting my credit report. Getting a HUMAN on the phone with these credit agencies is nearly impossible. Not only are there a plethora of different numbers and departments to call, but every single time you call, you get connected to an automated robot, which then they offer you a long list of Numeral options that are vague and confusing and within each have a web of more options until you reach the end of one and it either A ) HANGS UP or B ) Does not give you any option that fits what you are looking for and you get automatically disconnected or C ) instructs you to " go online and fill out XXXX form or mail to XXXX address ''. The very rare times that you do get connected to a HUMAN, every single single exact time, the individual has directed me elsewhere ... ..elsewhere meaning the following options : A ) Another ROBOT B ) a website or C ) another person who eventually passes me along as well ( repeat and repeat ... ). 
Now let 's talk about why the website option is not helpful. When I XXXX called to follow up regarding my credit and the fraud with the agencies 3 years ago, that was the XXXX place they directed me to Request my credit report - through the website. So I do that and after putting in all of my information and answering the questions and after I hit " Submit '' a message of some variation of this would follow : '' We can not identify your account based on the information you provided, please call or mail the following information to this address '' or " ERROR -- we can not access this page. Please call this number XXXX ''. There is some type of block on my account that does not allow ANYONE to access it within the system. That is why whenever I try to get help online, I am always blocked before getting to the next step because my information appears invalid and then I am directed to call a number. And when I get someone on the phone and they try to help, they always come to a dead end where they can not access any information for me about my account because some type of error pops up that blocks them out. 
I have called each of the agencies countless of times through the years, filled out forms, requests, complaints, mailed in packages of personal information including tax returns, utility bills I pay, my rent bill, a copy of my social security card, my license, passport, XXXX, however I always get the same notice and response -- that they can not identify me and to please send more information or call some other number. So the bottom line 3 years later is that no one CAN ACCESS MY ACCOUNT AND NOONE KNOWS HOW TO FIX IT. I call the agencies -- they tell me to go elsewhere or the bureaus. I call the bureaus they tell me to go back to the agencies.

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