Consumer complaint received 2025-09-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
Rebuttal to XXXX XXXX XXXX XXXX XXXX XXXX Card Fraud Complaint Dear CFPB Representative, I am submitting this follow-up complaint regarding the fraudulent Apple Card account opened in my name. This is the second complaint I am filing against XXXX XXXX XXXX XXXX XXXX the Bank ), as their response to my first complaint was filled with lies, excuses, and misrepresentations. Despite providing extensive documentation, the Bank continues to deny any wrongdoing and refuses to take appropriate action. 

Key Facts I am a XXXX XXXX servicemember who was deployed overseas at the time this account was allegedly opened ( XX/XX/year> ). My official deployment orders, submitted to the Bank and included in my complaint packet, prove I could not have opened or used this account. 

My personal phone was stolen during this period, and I have a police report verifying the theft. 

I submitted multiple documents to XXXX XXXX, including : Police reports documenting the stolen phone and identity theft IdentityTheft.gov documentation Official Army deployment orders verifying my location overseas Government fraud reports Despite this overwhelming evidence, the Bank continues to claim that I opened the account and refuses to provide any supporting documentation, such as IP address logs, device data, or application records. 

I have never received emails, phone calls, or correspondence that the Bank claims were sent. Law enforcement has documented all mail related to this case as part of the ongoing investigation. 

Pattern of Misconduct by XXXX XXXX I have had this account investigated six separate times, with each investigation taking approximately three monthswell beyond the statutory 30-day ( or 45-day ) deadline under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681i ( a ) ( 1 ).

The Bank has repeatedly lost submitted documentation, refused to communicate, and failed to resolve the dispute in a timely or transparent manner.

The Fraud Team representatives have been blatantly disrespectful, hostile, and accusatory, including making comments referencing my race, which is wholly unacceptable and raises Equal Credit Opportunity Act ( ECOA ) concerns, 15 U.S.C. 1691. 

The Banks response ignores the fact that I was deployed overseas, has stolen personal devices, and has submitted police and government reports proving identity theft. 

Legal Violations by XXXX XXXX FCRA 15 U.S.C. 1681s-2 ( b ) & 1681i ( a ) ( 1 ) Failure to conduct a reasonable, good-faith investigation into the disputed account.

Failure to resolve the dispute within statutory timeframes.

Reporting the fraudulent account as accurate despite evidence of identity theft.

Regulation V 12 C.F.R. 1022.43 Failure to maintain reasonable written procedures to ensure accurate reporting and correct consumer disputes.

ECOA 15 U.S.C. 1691 Discriminatory and racially charged remarks by Fraud Team representatives during multiple phone calls.

UDAAP 12 U.S.C. 5531 Misplacing submitted documentation, excessive delays, lack of communication, and abusive treatment constitute unfair and abusive practices.

Servicemembers Civil Relief Act ( SCRA ), 50 U.S.C. 3901 et seq.

Failure to consider my deployed military status when handling this fraudulent account.

Requested CFPB Action I respectfully request the CFPB to : XXXX XXXX XXXX to provide supporting evidence that I opened the Apple Card account ( IP logs, application device data, signature records, etc. ). 

Investigate XXXX XXXX repeated violations of FCRA deadlines and require proper, documented investigations. 

XXXX XXXX XXXX to close the fraudulent account, remove all negative credit reporting, and provide written confirmation acknowledging the fraud. 

Investigate discriminatory and abusive conduct by the Banks Fraud Team under ECOA and UDAAP.

Consider civil penalties for repeated violations of federal consumer protection laws and failure to comply despite multiple complaints.

As a deployed servicemember, I should not be penalized for fraudulent activity committed while serving overseas. XXXX XXXX mishandling of this matter has been illegal, disrespectful, and financially damaging. I have legal counsel available through the XXXX XXXX XXXX XXXX and am prepared to pursue all available remedies, including formal legal action. 

This is the second complaint I have filed with the CFPB, and I will continue filing complaints until XXXX XXXX complies with federal law, acknowledges the fraudulent account, and corrects all damages caused by their actions. I have kept meticulous records, including all phone calls, police documentation, identity theft reports, and government reports, and I will continue to use these records to ensure accountability. 

XXXX XXXX XXXX XXXX has repeatedly demonstrated blatant racism, hostility, and complete disregard for identity theft, which is unacceptable under any circumstances, let alone for a deployed servicemember relying on these institutions to act lawfully. 

Respectfully, 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