Consumer complaint received 2024-12-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I have had major issues trying to get resolution on my problem with Experian. 
I have applied for a credit card and my bank only does verification through Experian. I have an online account with Experian. 
Every time I log into my experian account, I get asked if I want to order my credit report ( which by the way is not optional, you have to order it ). I click to order, provide my SSN and submit order. I get the following message - " Experian is committed to protecting your personal information. We utilize a thorough identity verification system because your security is important to us. Unfortunately, we have not be able to properly identify you from the information you provided. Please note your order has been canceled ''. They then provide a phone number to call. 

Now this is where my ordeal starts. 

I called that number ( XXXX ) on XX/XX/XXXX. You can not get a person on that line, the robo options is ridiculous, you can not ask for representative as it says they are not allowed to transfer. If you say membership issues, they point you to the website to upgrade, if you say consumer report they again point you to the website and if you say login/password issues they send you link to reset your login or password. 
I finally decided to send them both an online request to unfreeze my account and also snail mail with my passport and bank statement as identity verification. 
I tried calling the same XXXX number on XX/XX/XXXX, I had the same issue with the phone line. 
I finally got a mail on Thursday XX/XX/XXXX stating that my credit freeze has been unfrozen, excited I called the bank stating the same, they tried it. Guess what they removed the freeze but the bank can not pull the report. 
I decided to call back the same XXXX number on XX/XX/XXXX and this time I asked for dispute. I finally managed to get a person ( by the way they dropped the call couple of times before I got a live person ). This individual gave me a new number to call XXXX to have them take care of the credit report. Guess what, that number is not in service!!!!. I call them back, got another live person and I told them everything that is happening and she gave me the same number to call to get the report. I told her that the line is not in service, she said she will verify. She verified and came back and said that the number is correct and to keep trying. I was flabbergasted, I told her that the line is not in service, what is the point of calling it again and again. That was the end of the call with her. 
I then decided to create a new account with experian, new email etc same problem. 

I do not have my credit report, I have login credentials to a credit bureau that is useless. How am I supposed to resolve this problem. I have provided everything, identification documents, called their non existing line. 

I need help in resolving this issue. I sincerely hope you folks can help me out over here. 
Note : I have XXXX issues with the other two credit bureau. 

Thank you in advance for any help.

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