Consumer complaint received 2015-12-10
Company: Experian Information Solutions Inc.
State: MD
Product: Credit reporting
Issue: Unable to get credit report/credit score
Sub-issue: Problem getting report or credit score

Complaint:
Before leaving XXXX my wife & I froze our credit profile to protect ourselves, but because all bureaus insist on using the least secure and slowest form of communication possible, the postal service, we only ever received XXXX of the XXXX PINs supposedly mailed to us. 
Previous experiences with credit bureaus 1. XX/XX/XXXX Inconvenience Issue, Being informed that I could not access my data because the bureau had my details incorrect, Birth Date of all things, they were adamant I was a year younger. 
2. XX/XX/XXXX Security Risk Issue, Another bureau while conducting a security and background check for employment admitted they XXXX searched and contacted every organization they could locate online and provided them with my Name, DOB and SSN, even though my application clearly stated that the previous employer was no longer in business. 
3. XX/XX/XXXX Major Inconvenience and Security ISSUE When trying to authenticate myself through a third party website, I was informed to unfreeze my Profile with Experian, therefore Sun XXXX XXXX I spent about an hour attempting to verify myself on their website, obtain or reset my PIN, again only to be told that my information was incorrect and use the same postal service that led to this issue in the first. I then proceeded locate the correct numbers, division and people who could assist on the phone, once being assured it was done, I checked it was unsuccessful, then directed to contact third party website following day. 
Monday XXXX XXXX spent another 3-4 hours in a finger pointing game between third party website & Experian, was told to wait another 24 hours, was also informed by third party website that Experian had somehow deleted my SSN during the unfreeze process & this could take up to 10 days to rectify. 
Tried once more on Tuesday XXXX XXXX to validate myself, this time it appeared Experian had unfrozen & restored my profile 's SSN but then I failed to answer questions which I assume was the question regarding XXXX of the dozens of phones numbers I have used in the last 15 years. This is of course assuming & providing that the incompetent bureaus have everything else correct, such as birth date, due previously mentioned past issues. 
Tried to inquire with Experian only to be informed to wait to I receive my full hard copy credit report & then I can verify their detail are correct about me. I was shocked because I never requested or was informed that my whole Experian profile was being sent via mail, I asked where they sent it, they responded to an old address that I had repeatedly said I no longer live at or in XXXX. Now this critical & valuable info could be anywhere in the world, put on the wrong plane, truck dropped on a loading has anybody in this industry heard of lost mail?? 

Suggestions 1. Use 21st century communications and security to protect and deliver information, not a centuries old system that has no checks, balances or closed loop validations. I know systems can be hacked but this information is already on the web for techies to attempt access, therefore why increase risk and put non encrypted hard copies in the mail for non tech criminals to take advantage of, even back send paper PIN in a tamper proof format, the PIN i received for Equifax was on a letter, could have been opened by anyone handling that letter & resealed. 
2. Stop allowing credit bureau to act like a XXXX Organization, charging you access to control & monitor your own data then sell it while simultaneously having the power to ruin at worst or inconvenience at best every time they are irresponsible. 
XXXX. Make them accountable for their lack of competencies, they should liable for time, costs & inconveniences caused to individuals & be fined by the governing bodies. If they were I am sure their systems & services would be designed more efficiently to enable resolutions ASAP instead of the current as long & difficult as possible.

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