Consumer complaint received 2020-08-05
Company: Experian Information Solutions Inc.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
****DO NOT CLOSE! THIS IS NOT A DUPLICATE! PLEASE READ FIRST! DIFFERENT COMPLAINT ISSUES THAN COMPLAINT # XXXX AND # XXXX! DO NOT CLOSE THIS COMPLAINT! **** I signed up for the FREE credit monitoring service over 5 years ago! The membership number was XXXX. I updated the service on XX/XX/20. I added the 3 in 1 seven day FREE credit monitoring for all 3 credit bureaus which was supposed to include scores and reports. On XX/XX/20, I tried to log into my account like I did everyday to view any changes but was not able to get in. I tried every option that the automated system gave when attempting to call Experian support to find out what was wrong. Nothing worked. I kept getting an error that the account didn't exist. I finally called the other Experian number for fraud and they transferred me to an agent in membership! I spoke to someone on XX/XX/20 around XXXX XXXX. He advised me that my account that had been canceled that same day at XXXX XXXX. I advised him that I didn't cancel. He said that I don't have an active membership so I wouldn't be able to log in. He said that he needed to reset the account and ask me some verification questions first and then I should be able to sign in again. He said that he was going to create a ticket to a special dept but he never gave me the ticket number. He said that he was reinstating me and that I just needed to try signing in again. When I tried signing in, it created a whole new membership number XXXX. ALL OF MY NOTIFICATIONS AND ALERTS ARE GONE! ALL OF MY ACCOUNT HISTORY GONE! ALL OF MY HARD WORK AND DEDICATION WASTED! I WANT MY OLD FILES BACK! I have called everyday since that and spoken to a different agent who tells me a different lie. Was this a retaliation action because I filed a previous complaint against Experian on the above dates? Because before that there were NO issues. Are they attempting to cover up some things to prevent me from verifying my current concerns with them? WHY WAS MY MEMBERSHIP CANCELED? I WANT IT BACK! I HAVE SCREENSHOTS OF THE PREVIOUS MEMBERSHIP ALERTS. SOME OPENED AND SOME NOT! I HAD OVER 100 ALERTS AND NOTIFICATIONS THAT I WAS SAVING FOR OTHER DISPUTES WITH OTHER COMPANIES! PROOF THAT I HAD BEEN A VICTIM OF IDENTITY THEFT! PROOF THAT MY INFORMATION WAS INCLUDED IN DATA BREACHES WITH OTHER COMPANIES! PROOF THAT MY INFORMATION WAS ON THE DARK WEB IN THE PAST! PROOF THAT MY PHONE NUMBER AND EMAIL WAS COMPRISED IN THE PAST! I NEED MY ACCOUNT BACK UNEDITED! WITH ALL OF MY ALERTS AND UPDATES STILL THERE! I RECEIVED NO WARNING OR PRIOR NOTICE THAT IT WAS BEING DELETED! THEY DID IT UNEXPECTEDLY WITHOUT NOTICE! I WANT ONE FREE YEAR OF THE UNLIMITED PREMIUM MONITORING SERVICE WHICH INCLUDES UNLIMITED CREDIT REPORTS AND FICO SCORES FOR MY IMMEDIATE HOUSEHOLD FROM ALL 3 CREDIT REPORTING AGENCIES BECAUSE NOW I HAVE TO DO EXTRA WORK TO GET THE INFORMATION BACK! I HAVE TO DO EXTRA WORK TO SHOW THAT MY DAUGHTER AND I ARE NOT THE SAME PERSON! I HAVE TO DO EXTRA WORK TO SEPARATE OUR PROFILES AGAIN!

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 explanation