Consumer complaint received 2024-11-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: IN

Complaint narrative:
I am trying to buy a house, so I would like to monitor my Experian score daily because that is the score my lender is using, and I would like to sign up for Experian XXXX to boost it throughout this process. First, I got an " oops '' message when I tried to create an account, so I called them. They said I had to wait XXXX hours and to try again- they needed to verify my identity. I tried again after XXXX days, I received the same message. This time when I called the same number I was given the run-around by an automated system that refused to put me through to a live person and instead told me to create an account online. Which I can't do. It took me calling XXXX different numbers before I reached a person, and they told me that I did not have an account and that in XXXX hours, I would receive an email from them that would let me set up an account. After XXXX  days of waiting I never received an email to my inbox or junk folder. So I tried calling again and got the same automated run-around. On the XXXX attempt, I told the service I had a dispute and they put me through to a person. I explained my problem, she told me she couldn't help me but she would connect me directly to XXXX XXXX. I mentioned that I was having no luck with the automated system and she said that she would patch me through directly to the XXXX XXXX. She did not. I ended up back at the automated service which refused to let me speak to a person and kept telling me " goodbye '' each time I called. So I called back and once again said that I had a " dispute, '' I reached a live person who informed me that XXXX XXXX was experiencing technical difficulties today but their IT Team was working on it, and that she could not connect me to them - everyone was having issues today. I told her that I have had technical difficulties for the past XXXX weeks, to which she responded that that must be a coincidence and try back again later, she would not put me through to XXXX XXXX. I told her that I wanted to monitor my score daily, and she said that that wouldn't help, they don't change that often. I know this to be a lie because XXXX refreshes daily. She offered to mail me a paper copy. Each time I have been on the phone ( up to XXXX  times now ), I have requested the paper copy. It has been XXXX  days and I have yet to receive a single one. She said that she would not connect me to XXXX XXXX  and that it was not that big of a deal. It is a huge deal for me. These are my personal finances and I have a right to see them. She then told me I could do the free annual report. I tried that - in order to get your Experian score through them, you must create an account. Which I can't do. This is unacceptable service and should be illegal. I am tired. I am livid. And I am losing hope.

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