Consumer complaint received 2025-01-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: Experian Information Solutions Inc.
State: MO

Complaint narrative:
Today Hello! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last XXXX min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXXXXXX XXXX Sorry! I am still learning, could you please ask me again? 
You can select from the options below or you can type your question in the space provided. 
Freeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze Credit XXXX Virtual Assistant - XXXX PM Account Access You - XXXX XXXX  I am happy to help with your account access if you are unable to log in. 
Please select the account you would like to log into. 
XXXX XXXX XXXX Account XXXX Account XXXX XXXX Monitoring Account XXXX XXXX XXXX Sign up for a new account Cancel account XXXX Virtual Assistant - XXXXXXXX XXXX XXXX XXXX XXXX Account You - XXXX XXXX XXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX XXXX XXXX, alerts of critical changes and additional features. 
Click here to log into your XXXX XXXX XXXX account. 
Have you managed to log in? 
Yes No XXXX Virtual Assistant - XXXXXXXX XXXX No You - XXXXXXXX XXXX I'm sorry about that! 
It is possible that you may have entered an incorrect username/password.

Please select one of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXX XXXX Chat to a live agent You- XXXX XXXX  In order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report Credit Score General Questions XXXX Virtual Assistant - XXXX XXXX Credit Report You- XXXXXXXX XXXX Please hold while I am transferring you to a live agent. 
XXXX Virtual Assistant - XXXXXXXX XXXX Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. 
XXXX XXXX - XXXXXXXX XXXX  yea ok like the last guy You - XXXX XXXX  Can you please elaborate your query. So, That I can assist you better? 
XXXX XXXX - XXXXXXXX XXXX  it keeps loopimg me back to login and my information is correct looping Preview attachment everything you guys are doing is destoying my credit You- XXXX XXXX Have you checked your XXXX report? 
Do you have log in issues? 
XXXX XXXX - XXXX XXXX get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXXXXXX XXXX Have you checked your XXXX report? 
Let me check for you XXXX XXXX - XXXXXXXX XXXX im serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over XXXX hard inquires You - XXXXXXXX XXXX In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX Self Service? 
XXXX XXXX - XXXX XXXX  yes i have checked my report everyday You - XXXX XXXX Do you have paid account or free account with XXXX? 
XXXX XXXX - XXXX XXXX its free now but i use bolster You - XXXX XXXX Here are the steps that we will follow today : Step 1 : Once ready, please go to XXXX XXXX XXXX  Step 2 : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. 
XXXX XXXX - XXXXXXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. 
XXXX XXXX - XXXX XXXX and once again it tells me im wrong and im XXXX not im getting XXXX the next message i send will be to the cfpb You - XXXXXXXX XXXX I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. 

So in this case, I would suggest you to contact : XXXX. They are the Login Issues team. 
They will assist you with the request. 
XXXX XXXX XXXX XXXX XXXXXXXX Please use the above link and try to reset your password. 
It will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email may take up to up to 20 minutes to deliver. The temporary password should be used within 24 hours of receipt. 
Note : user id, Password and answer to your security question is case sensitive. 
Or Please try to reset password XXXX XXXX - XXXXXXXX XXXX i have already been sent the information and it still tells me im wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXX XXXX Incorrect Username or Password. Please try again. If you have not logged in for a while, you may need to create a new account. 
this what happens and then i do a new account and it tells me i already have one XXXX - XXXX XXXX When you call please follow the below steps or the call will hang up and be transferred to chats again : 1. For English press 1 2. Reason for the call- Credit Freeze, Login Assistance, etc. 
XXXX. Excited to offer new messaging feature press XXXX XXXX XXXX XXXX XXXX XXXX or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. 
XXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXXXXXX XXXX no i have spent enough time on this im just going to file another complaint and let cfpb handle it You - Now you thought you could get rid of me not You - Now These instances are rare. Since we had higToday Hello! I am the XXXX Virtual Assistant. Would you like to chat in im sick of doing this for the last five min i have been putting in my information and it keeps sending me back to login and telling me im wrong im not wrong You - XXXXXXXX XXXX Sorry! I am still learning, could you please ask me again? 
You can select from the options below or you can type your question in the space provided. 
Freeze Credit Account Access Credit Report Credit Score Disputes Fraud Alert Unfreeze XXXX XXXX Virtual Assistant - XXXXXXXX XXXX  Account Access You - XXXX XXXX  I am happy to help with your account access if you are unable to log in. 
Please select the account you would like to log into. 
XXXX XXXX XXXX Account XXXX Account XXXX XXXX XXXX Account XXXX XXXX XXXX Sign up for a new account Cancel account XXXX Virtual Assistant - XXXXXXXX XXXX XXXXXXXX XXXX XXXX Account You - XXXXXXXX XXXX XXXX XXXX XXXX is our paid subscription that includes your credit report, XXXX credit score, alerts of critical changes and additional features. 
Click here to log into your XXXX XXXX XXXX account. 
Have you managed to log in? 
Yes No XXXX Virtual Assistant - XXXXXXXX XXXX No You - XXXX XXXX I'm sorry about that! 
It is possible that you may have entered an incorrect username/password. 
Please select XXXX of the following options Reset my Password Chat to a live agent Go back to the Main Menu XXXX Virtual Assistant - XXXXXXXX XXXX  Chat to a live agent You- XXXX XXXX XXXXn order to transfer you to the correct agent, Please select from the following options that best describe your question : Technical Issues Login Issues Identity Verification Error Cancellations Freeze Fraud Alert Credit Report XXXX XXXX General Questions XXXX Virtual Assistant - XXXXXXXX XXXX Credit Report You- XXXXXXXX XXXX Please hold while I am transferring you to a live agent. 
XXXX Virtual Assistant - XXXX XXXX  Welcome to our live chat service. My name is XXXX XXXX and I am here to assist you. 
XXXX XXXX - XXXXXXXX XXXX  yea ok like the last guy You - XXXXXXXX XXXX  Can you please elaborate your query. So, That I can assist you better? 
XXXX XXXX - XXXXXXXX XXXX it keeps loopimg me back to login and my information is correct looping Preview attachment XXXXXXXX XXXX everything you guys are doing is destoying my credit You- XXXXXXXX XXXX  Have you checked your XXXX report? 
Do you have log in issues? 
XXXX XXXX - XXXX XXXX get it fixed or i will file another complaint yes i have and XXXX weeks ago my score was XXXX now its XXXX because you guys will let anyone do whatever they wamt You - XXXX PM Have you checked your XXXX report? 
Let me check for you XXXX XXXX - XXXXXXXX XXXX XXXXm serious im not playing with anyone of the credit reporting agency anymore ive got data breaches and ive got over XXXX hard inquires You - XXXX XXXX In order to continue I will first need to validate your identity, which shouldn't take more than a minute. Do you already have an online account with XXXX XXXX XXXX XXXX? 
XXXX XXXX - XXXX XXXX yes i have checked my report everyday You - XXXXXXXX XXXX Do you have paid account or free account with XXXX? 
XXXX XXXX - XXXX XXXX its free now but i use bolster You - XXXXXXXX XXXX  Here are the steps that we will follow today : Step XXXX : Once ready, please go to XXXX XXXX XXXX  Step XXXX : Provide your username and Password and click Login. Step XXXX : After you successfully login, you will receive a text message thanking you for logging in. Please return to this chat at that time. Does that sound ok? Let me know if you are ready to begin. 
XXXX XXXX - XXXXXXXX XXXX and the fact that i have hand many breaches concerns me had i have done that already many times and it keeps looping me back to login page XXXX not doing it anymore look how many times you have sent me an email You- XXXX XXXX I am sorry, I can not proceed without validation you, which is your login. 
XXXX XXXX - XXXX XXXX and once again it tells me im wrong and im XXXX not im getting XXXX the next message i send will be to the cfpb XXXX - XXXX PM I would love to assist you with the login issue, But without authentication I couldn't able to assist you further. Unfortunately, my actions are restricted by policy. 

So in this case, I would suggest you to contact : XXXX. They are the Login Issues team.

They will assist you with the request. 
XXXX - XXXX XXXX XXXX Please use the above link and try to reset your password. 
It will ask you for your SSN and last name and your secret question answer : once you submit all this information you'll receive the password reset email with your temporary password .In some cases, the email may take up to up to 20 minutes to deliver. The temporary password should be used within 24 hours of receipt. 
Note : user id, Password and answer to your security question is case sensitive. 
Or Please try to reset password XXXX XXXX - XXXX XXXX i have already been sent the information and it still tells me XXXX wrong i have done all of those things You - XXXX XXXX  Sorry for that case I request you to please reach the above number XXXX XXXX - XXXXXXXX XXXX Incorrect Username or Password. Please try again. If you have not logged in for a while, you may need to create a new account. 
this what happens and then i do a new account and it tells me i already have XXXX XXXX - XXXX XXXX When you call please follow the below steps or the call will hang up and be transferred to chats again : XXXX. For English press 1 2. Reason for the call- Credit Freeze, Login Assistance, etc. 
XXXX. Excited to offer new messaging feature press XXXX for XXXX XXXX for XXXX  or stay on the line XXXX : Do not select any option for mobile messaging offer, simply stay on the line. 
XXXX. Provide the zip code and SSN XXXX. Wait to be connected to the available agent XXXX XXXX - XXXXXXXX XXXX no i have spent enough time on this im just going to file another complaint and let cfpb handle it You - XXXX XXXX you thought you could get rid of me not You - XXXX PM These instances are rare. Since https : XXXX? XXXX had high call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. 
XXXX XXXX call volume, you were routed to message platform so that issue is addressed instead of keeping you waiting for long on call. 
Now XXXX XXXX - Now

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