Consumer complaint received 2025-06-10 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: GA

Complaint narrative:
To the Consumer Financial Protection Bureau ( CFPB ) : Complaint Against : Experian Date Issue Began : XX/XX/year> Nature of Complaint : Denial of Access to Consumer Credit File ; Failure to Maintain Accurate Contact Procedures Details of the Complaint : Beginning on XX/XX/year>, I have made repeated and ongoing efforts to access my Experian online account. Although my login credentials are accepted, Experians system initiates a two-factor authentication process by sending a verification code to a phone number that is no longer active. This phone number is outdated and can not be updated because Experians system requires portal access to make such changes ; yet, I can not access the portal due to the outdated number. 

I have called every available and published Experian contact number, including numbers sourced externally, in an attempt to speak to a live representative. Every path leads to the same automated system that ultimately denies me access to a human unless I log in online ; which, again, I can not do due to the faulty phone number. 

On one occasion, I reached a representative in the Dispute Department, who acknowledged the issue and attempted to transfer me to someone in the Membership Department. However, that transfer led me right back to the same automated dead-end. This process has repeated itself daily, without resolution, for over a week. 

Legal Violations : Experian is in violation of several key consumer protection statutes : Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681g ( a ) : This statute provides that every consumer has the right to obtain all information in their credit file upon request. By effectively blocking access to my credit file through a faulty and inaccessible verification process, Experian is in direct violation of this federal right.

FCRA - 15 U.S.C. 1681j ( b ) : Consumers are entitled to one free annual credit report and must be able to request it without undue burden. Experians refusal to provide alternative verification options constitutes an undue burden and a denial of this legal entitlement.

FCRA - 15 U.S.C. 1681i ( a ) ( 1 ) ( A ) : I am also aware that inaccurate information is being reported by another credit bureau. To dispute and correct such information with Experian, I must first access my report. Experians blockade prevents me from exercising this dispute right as required by the FCRA.

Consumer Financial Protection Act ( CFPA ) - 12 U.S.C. 5531 ( a ) : This statute prohibits unfair, deceptive, or abusive acts or practices. Experians system of locking consumers out of essential account access while offering no working method to resolve the issue through live support is abusive and clearly unfair. 

Requested Resolution : I am demanding that Experian : Provide an immediate, alternative method to verify my identity and update the phone number on file. 

Grant me full access to my credit report. 

Allow me to file any necessary disputes regarding inaccurate information reported on my credit file. 

Review and correct its customer support system to allow escalations when consumers are locked out of their own records. 

Next Steps if Unresolved : If this issue is not resolved promptly, I am prepared to : File formal complaints with the Federal Trade Commission ( FTC ) and my state attorney generals office. 

Seek legal counsel to explore whether a civil action may be appropriate under the FCRA for willful or negligent noncompliance.

Publicly document this experience on consumer advocacy platforms and forums to warn others about Experians systemic failure. 

Conclusion : I expect Experian to resolve this immediately. I have a legal right to access my credit file and correct any errors contained within. Blocking that access and failing to provide reasonable alternatives violates federal law and is causing measurable harm.

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