Consumer complaint received 2024-02-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
After doing this I'm not able to get in. 
Experian Logo Membership ID # XXXX Sign In Decorative Image I'M NOT ABLE TO GET ANYONE REGARDLESS OF WHAT TIME OF DAY. 


Finish resetting your password We verified your info, but you still need to create a new password. Finish up in the next 30 minutes so you don't have to start over. 
Finish now Calling Experian Customer Care at XXXX Reaching a customer service representative when calling Experian for any kind of credit report question is a difficult process. I recently called Experian to speak with someone seeking advice for improving my credit score but was never connected to a live agent. Instead, the call was disconnected after repetitive recordings sending me to Experian 's website for assistance.

Upon calling, the automated system directs you to enter your Social Security number for identity verification, followed by a second authentication using either your ZIP Code or street number. I was guided to enter all three numbers before the automated system asked my reason for calling. The recording directs you to say in a few words exactly what you need.

Without any specific menu options, I said the words 'raise credit score, ' but the system misheard me and thought I wanted information about freezing my credit file. This led to a recording telling me I could freeze my credit file to prevent creditors from accessing my information and could unfreeze my account by visiting Experian 's website. After providing me with the web link, the call hung up with no options to return to the main menu. 

I called again, going through the same verification process with my personal information. This time, I said the words 'credit score, ' which led the automated system to ask if I'd like instructions over the phone to receive my credit report or to be directed to the website. Neither of these choices was what I wanted, so I attempted to reach an agent by saying 'customer service. ' The automated recording recognized my request but, rather than transfer me to a customer service rep, stated that I could choose from options including credit freeze, order a credit report or file a fraud claim. Again, I said the words 'customer service ' since I needed none of these options, but the recording only acknowledged my request by saying that more information was needed. 

At this point, I was on the phone for at least 10 minutes attempting to reach someone or access a better choice. I said the words 'main menu, ' which returned me to the same automated message asking if I'd like instructions over the phone for accessing my credit score information or via the website. A third attempt at saying 'customer service ' led to a new automated recording indicating that the system could only transfer callers to specialists in limited circumstances, but I could press 1 for self-service. Apparently, my call wasn't considered one of those 'limited circumstances ' that could be transferred.

After pressing 1 led me nowhere but to the repetitive messages, I hung up the phone and visited the website as the automated system directed to find a long list of frequently asked questions. As I learned, it's a very trying process to speak with an Experian rep via phone, as their system seems set up for automated requests only.

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