Consumer complaint received 2025-09-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
Subject : Complaint Against Experian Fraud Department Refusal to Process Identity Theft Dispute and Police Report Dear CFPB, I am submitting this complaint against Experian for discriminatory and unlawful conduct by an Experian fraud department employee on XX/XX/year>. 
On that date, I called Experian to file an identity theft dispute concerning a fraudulent XXXX XXXX XXXX XXXX credit card account that appeared on my credit report. I had already uploaded my valid police identity theft reportthrough Experians official upload portal at Experian.com/upload. 
During my call, the Experian representative confirmed that he could see my uploaded police report. However, he refused to attach the police report to my dispute. He stated that because my police report had been filed over the phone, it was not a legitimate report and therefore he would not process my identity theft dispute. 
This is not correct under the law. Filing a police report over the phone is a recognized, lawful method of filing an identity theft report. The Fair Credit Reporting Act ( FCRA ) does not restrict the way a police report is filed. By refusing to accept my police report and blocking my dispute, the Experian employee unlawfully denied me my rights. 
I am also XXXX and currently XXXX XXXX I informed the Experian employee of this. His refusal to process my dispute and dismissive treatment was not only unlawful but also discriminatory. 
Legal Violations by Experian Experians refusal violates several provisions of the Fair Credit Reporting Act ( FCRA ) : 1. FCRA 605B ( 15 U.S.C. 1681c-2 ) Requires a credit reporting agency to block identity theft-related information within 4 business days of receiving a police report. Experian failed to do so.

2. FCRA 611 ( 15 U.S.C. 1681i ) Requires a reasonable reinvestigation when a consumer disputes inaccurate information. Refusing to file my dispute outright is a direct violation.

3. FCRA 611 ( b ) Requires Experian to consider all relevant information submitted by the consumer. My police report was unlawfully rejected.

4. FCRA 605B ( c ) ( 2 ) Prohibits a consumer reporting agency from refusing to block fraudulent information once an identity theft report has been provided.

5. Potential Disability Discrimination By refusing to provide me equal service after I disclosed that I am XXXX and XXXX, Experian engaged in discriminatory practices. 
Harm Caused Experians unlawful refusal has : * Prevented me from blocking fraudulent accounts from my credit file. 
* Denied me my federally protected rights under the FCRA. 
* Left me exposed to ongoing harm from identity theft.

* Caused significant stress and hardship while I am XXXX. 
Requested Relief I respectfully request that the CFPB : 1. Investigate Experians refusal to process my identity theft police report.

2. Require Experian to immediately accept and attach my police report.

XXXX. Enforce my right to have fraudulent information related to XXXX XXXX XXXX XXXX blocked under FCRA 605B. 
4. Review and correct Experians policies and training regarding acceptance of police reports filed by phone.

5. Investigate Experians treatment of XXXX consumers for potential discriminatory practices. 
Thank you for your prompt attention to this matter.

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