Consumer complaint received 2020-06-29
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
It has taken one month to unfreeze my credit with Experian. Because of this, my husband has had to refinance our home independently, with the entirety of the new mortgage in his name. This will affect my excellent credit score. Experian should be held accountable. 

Friday, XX/XX/2020 : I attempted to temporarily remove a security freeze from my file on Experian.com/freeze. Using the Experian PIN number I had on file, I was locked out of the system with no explanation. I was then directed to an Experian web page requiring me to mail sensitive documents to an address in TX as the only way for me to remove the freeze. 

After the unsuccessful attempt to remove my security freeze online, I spent a total of 3 hours on the phone during my work day. I had to call 5 separate times. I was disconnected after being on hold ( for up to 20 minutes at a time ) and being placed on a second hold while waiting for additional representatives. I spoke with 6 separate representatives, none of whom could help. The people I spoke to either did not have the authority to unfreeze my report, or, after asking a series of questions, were " locked out of the system '' with no explanation why. I was left with the same response, that my only recourse was to mail sensitive documents to the Experian address in TX. At this point I am certainly unable to release my credit report in time to meet our lenders refinance requirements. 

Monday, XX/XX/2020 : The required documentation is mailed to the Experian address provided. 

Monday, XX/XX/XXXX : I spend several hours on the phone attempting to speak with a representative to confirm that my documents have been received. After being disconnected several times, and speaking with multiple representatives, no one can confirm that my documents had been received, nor could they support my request. At this point my husband is calling Experian. After another hour of being passed from person to person, he finally reaches someone claims she can send a new PIN # by mail to my attention. Why this could not have been accomplished on the earlier calls is a complete mystery and is completely unacceptable.

I visited the other two reporting bureaus to confirm my credit report status and found that there was incorrect information in the employment section of the report with all three bureaus. This employment question was asked on the Experian online form and over the phone. I had answered all of these correctly, but because of incorrect information in my report, they were flagged as incorrect. I did not have any issues with both unfreezing my credit and correcting my report information with XXXX. 

I have finally received two separate mailings from Experian : A temporary, single-use PINwhich I did not request, and a new PIN which my husband was told would be sent. 

Monday, XX/XX/2020 : I attempted to unfreeze my report at Experian.com/freeze using my newly issued PIN, which was NOT ACCEPTED. I have spent a little over one hour on the phone today ( another work day ), was disconnected twice and spoke with 5 different representatives before someone could finally help with unfreezing my credit. 

I require further recourse in holding Experian accountable for this horrible experience. It is unacceptable that Experian has made it this difficult to temporarily remove a security freeze. Due to incorrect information on my credit report and Experians poor service, my name is now not on my mortgage, which will adversely affect my credit score. I need to know what steps I can take to pursue justice and protect others from potentially missing an opportunity to either make a major purchase or refinance in a timely fashion.

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