Consumer complaint received 2025-02-01 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: WI

Complaint narrative:
On XX/XX/year> I was informed via my credit card company 's phone app that an address- that was unknown to me- was found to be associated with my SSN. That same day, I attempted to create accounts and log in to the websites of all three credit bureaus ( XXXX, XXXX, and Experian ) to place a freeze on my SSN. I was able to successfully create online accounts and freeze my credit with XXXX and XXXX, but was unable to create an online account with Experian. I was unable to do so because an incorrect phone number and email address were displayed on the screen where you are asked to verify your identity by having a 6 digit code sent to you via text, call, or email. The person who has fraudulent access to my SSN registered their phone number and email with my SSN on Experian 's website. This has made it impossible for me to register an account with my correct phone number and email address.

I attempted to contact Experian via phone on XX/XX/year> to remove the fraudulent information, but was met with robot receptionists. I finally found a phone number that connected me with a live person. After two hours of waiting, being transferred to different departments, and given no answers, the Experian representative disconnected my phone call. 
On XX/XX/XXXX, I contacted Experian through their XXXX direct messenger. The response give to me was to upload my identifying information to experian.com/upload with a designated case number and description of my problem. 
On XX/XX/XXXX I uploaded all necessary identifying documents to the experian.com/upload website with a description of my problem. I explained I wanted my online account reset so the fraudulent phone number and email could be removed so I could verify my identity with my own phone number and email address. 
On XX/XX/year> I received an email from Experian with my credit report. The credit report showed some soft inquires from companies and banks of which I have had no personal dealings. These soft inquiries were not present on my XXXX or XXXX reports, which concerns me. I went to the Experian website to see if my account had been reset, per my initial request, so I could create a log in with my correct contact information. The fraudulent phone number and email address have not been removed as I requested.

Experian has been an absolute nightmare to deal with. The other two credit bureaus were easy to use. As a bureau that deals with citizen 's most sensitive and private information, it is EMBARRASSING that it was easier for the WRONG person to use my SSN to create an account on Experian than it has been for me to remove their information and create an account for myself.

I have no faith that I will ever be able to create an account on Experian 's website. Instead, I am left hoping that the person who has used my SSN fraudulently won't do anything nefarious, damaging, or exploitative.

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