Consumer complaint received 2023-07-24
Company: Experian Information Solutions Inc.
State: NM
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Today is XX/XX/2023. I am trying to unfreeze my credit report with Experian. I called the number for Experian XXXX XXXX XXXX and provided the information requested. When the prompts asked for a pin, I indicated that I didn't have it. I then asked to speak to a representative. Instead the prompts switch from XXXX to XXXX without any explanation, I have had the calls terminated, I have been offered an option to recover my pin with help from the voice on the line and then had the call terminated. I have made at least eight calls. Finally I spoke with a representative who told me that she could help me recover my pin by asking four questions. I answered them satisfactorily and she then assured me that she had unfrozen my credit report. I then called XXXX XXXX XXXX where my husband was applying for a XXXX card and spoke with the representative who tried to access my credit report and said that is was still listed as frozen. 

So I started the whole process again and after many many delays and frustrating interactions with the voice prompts I spoke with a second representative who assured me that my credit report was unfrozen. 

I told the second representative that I wanted a customer service number to call so that I could complain and try to assure that my account was unfrozen. She gave me the number XXXX XXXX XXXX, which offered the same prompts that the number shown above provided. No such thing as customer service was offered. Once again the prompts switched from XXXX to XXXX and then the calls were terminated. The second representative also gave me a number XXXX XXXX XXXX which is supposed to be the number for credit card companies to use. I called the credit card company again, ( XXXX through XXXX XXXX XXXX ) but the company refused to try that number saying that they do not make calls to Experian. I called the number and was routed again to the same voice prompts that I had experienced previously. Obviously this is a number designed to funnel calls to the voice activated system and to deny access to an actual person who could help. 

Next I tried the website. It asked me to verify my cell phone number and then it rejected the number. Next it rejected my home number and my husband 's cell phone number. It again requested the pin. I can not locate the pin since it has been several years since I requested the freeze as a result of security breaches. 

I know it is my fault that I can't find the pin but there should be some method for recovering it and allowing access to my credit information to reputable businesses. 

I am extremely worried that I may never be able to get credit again because I can not unfreeze my credit report ( which is excellent ). I can not connect with anyone at Experian. I need help. I will never deal with this company 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 non-monetary relief