Consumer complaint received 2025-02-06 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: AZ

Complaint narrative:
So a few weeks ago, the device attached to my Experian account, was stolen. And when i first tried calling in to update my phone number and email. There computer that answers first. Say 's it can help with updating my information. Says it has to send a one time code to the phone number. I told it that I can not give it the code because my phone number was stolen when my phone was stolen. Then I asked to transfer me because I really need help with from an agent. It say 's, " I'm sorry but I can only transfer people in limited circumstances. '' Then it hung up on me. So I finally gained access to my Online Experian account that I pay for, to protect my identity from being stolen. Now want even allow me to get into account. Couldn't even get a person to answer my calls thanks to the AI system. But I was able to get in another way since I knew my Security Question and answer. So I get into my account and it want allow me to updat my information on my account. So I called the number it said to call and someone at Experian answers, ( The call took place @ XXXX Arizona time ) I explain my problem that I was having and they guy helped me with only updating my email linked to my account. He said that was all he could do. But assured me that I would be able to update my phone after he updated my email because I could get a code. 

After my email was updated I logged out of my account like he said and then logged back the same way I had to earlier by bypassing the security code that it wanted from my device that was stolen. By simply know my Question and Answer. 

Welll I tried updateing my phone and it tells me after I verified my 6 digit code that was sent to my email. It says can't verifiy the phone that I was trying to update my account with.

So informed him that it wouldn't allow me to update the phone number. He says no problem he can get me to to department that would be able to do it. So he transfers me to the fraud department, and I explain to this guy the issue I was having with my phone that was stolen and how I had a report with loans, collections, and other incorrect information. And I needed to use my idenitity theft coverage that I pay for. He said that first we had to get this phone nuber updated, and he would hav e to transfer me to another department to get the phone number updated.

So he transferred me to a lady who after I explained the problem for the 3rd that my idenitity was being stolen as we speak and i needed help updating this number that was stolen from me that was giving someone else access to my experian account blocking me from doing anything. She says she could help but i would have to be transferred to the correct deparment to have this old number removed and to have my current number updated to my account. She even informed me that she was going to talk to the guy first and explain the problem so it would be fixed. 

So i'm transfered to the deparment that deals with there credit building account. And I explain to this guy the issue and he said he couldn't update this phone number unless i gave hime all my personal information linked to my account. So i gave all the correct information and he said that none of the information matched so he couldn't help and he said that he would right a ticket to the guy in the upper department or back department and they would have to update my information. And Then i'm pretty upset at this point because I told him he was a liar becuse I was looking at my personal infor on my account and it was exactly what information I had givien him. And I told him athat point i just want him to end the call so i could leave a review on the service I had been givin today and he done something that just completely through me off the call in away that I cant even explain because I have never experianced a call end this way nor can I explaine it. 

I'm 100 % positived that this companies employes are helping other by allowing idenitity theffs to steal idenities. because they wouldn't do anything to help me to gain control over my experian account.

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