Consumer complaint received 2024-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I was paid by my employer via direct deposit into my bank account with Experian XXXX XXXX at approximately XXXX XXXX on XX/XX/year>. Shortly after the deposit was in the account I began using my virtual debit card in the app as I had not received my physical card in the mail. I was able to make a few transactions but then when I went to pay a utility bill, the transaction was declined. I checked the account and I had an available balance of {$1200.00}. I attempted the transaction again to make sure I had the information right and it was declined again. I then called Experian XXXX XXXX. The rep told me that due to suspicious activity they had placed a restriction on my debit card that can take up to 24 hours to remove and there was nothing she could do even thought I assured her it was not fraud. I gave up for the night and called back the next morning, XX/XX/year> at XXXX XXXX. At that time I spoke with a male, I advised of the issue from the previous night, he reviewed my account and told me my card and my account are active and that I can attempt a transaction. I did and it declined. He put me on hold, when he came back to the line he told me that because it hadn't been 24 hours since the previous declined transaction, my card was still restricted, but because another transaction was attempted, the 24 hours started over again. At this time I did get incredibly upset, as the only reason I even attempted the transaction was because he told me to. He refused to apologize or take responsibility. He said that all he can do is escalate it, which takes 24-48 hours or I can initiate an external bank transfer which takes 3-5 business days. I had him escalate it and after ending the call I took to social media and reached out to Experian. Shortly after messaging the XXXX page I received a phone call from the customer service department. I explained the situation, he told me he was escalating it to the highest team possible and that he would call me back by XXXX XXXX that day. Come XXXX that day I had not received a call back so I called the customer service line myself. I went back and forth with the representative forever and they would not/could not do anything except tell me they can escalate again, which again takes 24-48 hours or I can do a bank transfer. After the call I decided that I no longer wanted to do business with Experian XXXX XXXX and initiated a transfer out of the account into my external bank account. The next morning, XX/XX/year> I woke up to an email from Experian stating that my bank account had been suspended due to suspicious activity and my transfers were not sent through. I immediately called customer service who informed me that the only option to unlock my account was to email a written explanation as to why my account does not have fraud which takes 48-72 hours at minimum to review. Why am I explaining why there ISNT fraud on my account? They then tried to insinuate that the account was locked due to preventing money laundering?? WHAT!? At this time I have {$1200.00} in this account that I can not access for what has now been over 120 hours. 72 hours was at XXXX XX/XX/year> ( the time they told me it would be resolved ), I called at XXXX. All the rep would say is " we can escalate it for internal review '' and that it takes 24 hours. I called again yesterday ( XX/XX/year> ) in the morning at XXXX. This time they wouldn't even " escalate '' - I'm at a total loss on how to proceed at this point. Every time I call I'm just placed on hold for 10-15 minutes and get a generic scripted response .... I've been overly nice, I've tried yelling, I've tried every tactic. They either just hang up on me or repeat the same thing over and over. I again called today, XX/XX/year> @ XXXX and was given the run around again by this company. They refuse to allow me to speak with a supervisor, they promise a call back that never happens. They tell me no other department has access to the phone system for me to be able to talk to, and are now trying to tell me this process can take upwards of 15-30 business days. The entire banking system that Experian has developed is nothing short of a scam. I have been forced to borrow money at this point to be able to support my household and my children. They have multiple recorded phone calls and written correspondence from myself verifying the information. I have provided proof that my income is legitimate, even my HR at my place of employment has attempted to reach out to them to help remove this suspension. They refuse and will not release my money and have provided me with no documentation or explanation as to why this is being done.

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