Consumer complaint received 2024-10-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
My Experian account was hacked on XX/XX/XXXX XXXX when I was notified by an email saying my profile information has been changed. I then get a text on XX/XX/XXXX, XXXX stating I am signed up for alerts for my digital checking account with Experian Smart Money ( which I do not have prior to the hack ). Upon trying to log back into my account. I realized it is not sending a text nor email confirmation to my own email/phone and the hacker probably changed both methods. I did not received any other text/email notifying me of someone accessing my account in the form of any two factor authentication codes.

Contacted Experian XX/XX/XXXX to try to get checking account closed and Experian account fixed. Was told by phone rep that I need to send in copy of court document ( marriage certification, birth certification, or passport ), SSN card, and government issued ID like driver license along with a cover letter stating the issue. Mailed a certified letter containing copies of SSN card, passport, and driver license with a cover letter the same day. 

Received an email from Experian on XX/XX/XXXX that for help with the checking account, I need to call a different number to get the checking account resolved ( meaning the account was not closed as indicated by the Experian agent on XX/XX/XXXX and it remained opened during that time ). I was also instructed to send in the following documents : - One copy of both the front and back of your government-issued identification card ( such as a drivers license or state ID card ) that displays your current address - One copy of a current utility bill, bank statement, or insurance statement that displays your current address - One copy of both the front and back of your Social Security card - Also make sure to include a cover letter Send another certified mail on the XX/XX/XXXX because one of the document does not match the instruction from phone rep. 

On XX/XX/XXXX, was informed by email that my email has been reset to the account and I need to follow the forgot password to retrieve the password to my account. However, they did not reset the phone number as I have requested in both certified letters and in the phone call with the rep. As a result, the password can not be retrieved because it uses the hackers phone number, security question, and pin. Emailed back twice indicating they need to change the phone number else the hacker has all the information to regain control of the account. Received no response. 

Called on XXXX, got we are experiencing technical difficulties, please call us back later Called on XXXX, can not get to an agent as the phone system only allow me to freeze credit, put on an alert, or request credit report. Tried all publicly available numbers and all directed to same robo system which does not allow any action beyond freeze credit, credit alert, or requesting credit report. Called XXXX as indicated by some as an alternative Experian number that will get to a human. Eventually got connected to someone who asked same identification questions as before and said she was not able to change the phone number because they can not touch the account within 90 days of the Smart Money checking account being opened ( which I never heard before this point ). She filed a ticket with higher up to get the phone number on my account changed and told me to wait 24-48 hours. In order to get the ticket filed, she asked how long I have the phone number that I want to change back, did I update that number with any other lenders, and what carrier this phone number is with ( all of which sounds super sketchy ). 

On XXXX mailed a certified mail demanding they close the Experian account along with any Experian smart money account that was opened by the hacker since nothing has been done and there are no sign of either the Experian account being fixed to allow me access nor the checking account being closed. 

As of XX/XX/XXXX, no response from Experian and no action on any of the request so far ( either setting my phone number to the account or closing the account altogether ).

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