Consumer complaint received 2025-06-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: Experian Information Solutions Inc.
State: OH

Complaint narrative:
In regards to Complaint with XXXX XXXX CFPB # XXXX : " A review of your account history reflects the last purchase posted on XX/XX/XXXX, and your account remained current through XX/XX/XXXX. Your XX/XX/XXXX billing statement reflected a balance of {$1600.00} with a minimum payment of {$40.00} due on or before XX/XX/XXXX. As no payments were received, your account is in default and Late Payment fees were assessed. We can confirm that we attempted to reach you via phone, mail, and email to inform you of the status of your account. As the account remained delinquent, your account was permanently closed on XX/XX/XXXX. 

We have enclosed billing statement from XX/XX/XXXX to XX/XX/XXXX and past due notifications sent to you for your review. Our record shows that you have an outstanding balance of {$1700.00} with a minimum payment of {$320.00} due on or before XX/XX/XXXX. 
We offer Special Payment Relief Programs designed to save you money and help you pay down your credit card account balance. 

The hardship-qualification process requires that you provide additional information to determine your eligibility for assistance. Please reach out to us directly at XXXX with case number XXXX if you have further questions or concerns related to this response. If you have any additional questions concerning your account or would like to discuss payment options, please contact our Collections department at XXXX, Monday through Friday, XXXX XXXXto XXXX XXXX. CT ( we accept relay calls ) '' Respectfully, you are adding insult to injury, and you are likely to end up with a lawsuit on your hands, and here is why : As it is advertised : " XXXX XXXX offers zero fraud liability for unauthorized transactions on credit and debit cards. This means you're not responsible for any fraudulent charges made on your card if it's lost, stolen, or used without your authorization. To benefit from this protection, you must promptly notify XXXXXXXX XXXX of any unauthorized activity. 

Key Points : Zero Liability : XXXXXXXX XXXX guarantees you won't be held responsible for unauthorized charges. 

Prompt Notification : You must report any unauthorized transactions to XXXX XXXX  as soon as possible to receive full protection. 

Protection : This protection applies to both credit and debit cards. 

FDIC Insured : XXXXXXXX XXXX accounts, including checking accounts, are insured by the FDIC up to {$250000.00}. 

Digital Security Guarantee : XXXXXXXX XXXX  also offers digital security coverage for unauthorized online transactions on XXXX or through the XXXXXXXX XXXX Mobile App. 

I have filed this report approximately 6 months ago with the earliest being a year prior and the most recent being of XX/XX/XXXX, XXXX reported this on the phone with you via XXXX XXXX THE DAY THAT IT HAPPENED, AND YOU HAVE TRIED TO DO ABSOLUTELY NOTHING EXCEPT SENDING A REPLACEMENT CARD WHICH FAILED ( see point # 2 ). 

This means that you had an entire year to address and rectify it, but you did not do this. 

What you did instead, is go forward with your automated service and try and collect fees on me. 

No Identity Theft protection. None. Not for my Debit Card with XXXX XXXX, nor my XXXX XXXX XXXX with XXXX XXXX 

I want to acknowledge a few points which are crucial to understanding the harm and the damage that you have done to my with my credit and financial life as a whole. 

Key aspects for you to consider : 1 ) My address and phone number you have recorded on file, I have not had since XXXX. Any calls and mail was to the previous places and I do not have this any longer. 

2 ) I am on the XXXX XXXX XXXXXXXX which is beyond XXXX and the outermost territory of the US. This is likely why my bank card and credit cards could not be mailed correctly. 

3 ) I can not get phone service out where I am, and there is a very narrow window of time that I can all.

4 ) After calling the rep at least 6 or 7 times, they confirmed that with their automated system, they can not even see where my address is now. Presumably, they would mail my old card to a locked box XXXX miles away from where I am. 

5 ) I have tried phone contact, email contact, and nothing worked. Meanwhile, you rack up fee after fee after fee with no end in sight. 

6 ) I CAN NOT ACCESS MY ACCOUNT BECAUSE ALL OF MY CARDS ARE LINKED THROUGH XXXX XXXX. I.E : WHEN YOU CLOSE ONE, YOU CLOSE THEM ALL, AND I HAVE NO ACCESS TO ANY OF IT. I can not even access my mobile account anymore with the Identity Theft, but I am trying to recover access with a new phone. 

All I have access to are notifications racking up the fees on me. All of the damages that have been caused to me have been done by XXXX XXXX 

And as such, for all other creditors outside of the scope of this conversation, YOU will be held accountable for this in failing to realize Identity Theft that was reported via the FTC. 

REQUESTED RESOLUTION : I am asking for you to acknowledge responsibility and accountability via Experian, XXXX, and XXXX  and have them purged from my credit report entirely regarding XXXX XXXX  and all debts and credit card balances. 

This is the least that you could do for me, as it should be AUTOMATICALLY REMOVED ANYWAY because 6 months ago I had reported Identity Theft and gave an FTC number as it happened. 

Again, you ignored it and kept requesting payment anyway to beat a dead for expecting it to be magically paid, and failed to realize that I do not owe this because I should not be liable for Identity Theft. 

But you are saying in error that it is " Ok '' and to expect payment anyway as you destroy me financially with fees? Is that so? 

Therefore, I am requesting all three credit bureaus to strike this from my credit score and remove this debt per Federal guidelines. Not only should it have not happened, you are doing malfeasance in addressing it. 

In the future also, I would suggest that you wipe the slate entirely clean to form your apology, rather than sending me a brochure with demands? 

As it stands, all of these problems originated at XXXX XXXX. And with their negligence and pretending to have a " zero-fraud liability '' clause, it has snowballed and been daisy-chained into other creditors or at least 6 months or greater. 

I know that you maintain the position that you will be held not responsible for it and deny causing me financial harm, however when tracing it back you are very much responsible for what has happened, and I seek accountability with the hope that you will fix this going forward. 

If you can not correct this going forward, then I will have little choice but to contact an International financial lawyer and go from there. 

Sincerely, XXXX XXXX

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