Consumer complaint received 2025-07-18 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: CO

Complaint narrative:
On XX/XX/XXXX, I tried signing into my account at Experian. I am trying to apply for a new credit card and they check Experian so I was trying to unfreeze my credit. However, when I tried signing into my account, the phone number they used to verify my account was not mine and the email they gave me to verify the account ended XXXX which is not my email either. In XXXX, I had gotten a notification through my bank that someone had added their name and address to my social security number but at the time I thought I had resolved it. It seems that the fraudulent name, address, phone number, and email were added to my account at Experian. So I called Experian on XX/XX/XXXX but could not get through to a live agent to discuss what had happened. The phone menu hung up on me at least three times. I tried again to call that weekend, but again there was a ridiculous number of hoops and specific phrases you need to say to even get the chance to talk to an agent. They have made it functionally impossible to talk to a live agent if you have a specific problem. I read online that one of the only ways to get someone to respond to you was to leave a review for Experian online. So I went online and left a review with some of the facts of the case. I tried calling again the next week. I could only get through to the claims department ( because as I said, it is almost functionally impossible to seek customer service of any kind at Experian ). The agent there told me that there was already a case report generated for my case. I had not been contacted by anyone at that point about this. They had left instructions for me to send in information to verify my account. So I asked the agent to repeat the instructions and then the case number. I sent over all my documents for the first time on XX/XX/XXXX. However, the agent repeated the wrong case number, so I faxed over all of my personal identity documents ( a copy of my social security card, my driver 's license, my bank statement, etc. ) and heard nothing back. I waited a week to give them time to check. I went back on to see if there was something updated only to find they have given me the wrong reference number, so I sent over my information again ( which by the way I don't have a fax machine so I had to pay twice in order to fax over these documents ). I called again, had to wait over an hour to talk to someone between the numerous times the phone menu hung up on me and waiting XXXX minutes to talk to an agent. The agent could do nothing for me, no one I talked to could transfer me to the correct department to a live agent and none of the agents could tell me what I needed to say to the phone menu in order to talk to a live agent. I asked to talk to a XXXX. There was no XXXX available. They told me the XXXX would call me back sometime in the next XXXX hours ( which is a wild time table considering I work ) and sent me to another phone menu. I finally got through to the correct department, he told me I should upload my information to a separate link. Why they did not give this link to me in the first place, I don't know. So I uploaded my information to that link using the correct case number and documents. The XXXX called back right in the middle of an important meeting at work so I was not able to pick up.I called again and got a phone menu again. I waited a couple of days to give them the chance to review the information. I signed back on the week of XX/XX/XXXX, only to find out they don't take credit card statements. It would've been nice to know that only bank statements would be accepted before I uploaded the documents for a third time. They also would've allowed me to send in a copy of my bills or insurance but I don't pay the bills because I live with my parents. So a bank statement was my only option. I uploaded the documents again with a bank statement from XX/XX/XXXX, a scanned copy of my social security card, my driver 's license, my passport, a letter that explained the situation, and the correct case number. I uploaded all of those things for the fourth time the week of XX/XX/XXXX. Has any single person from this organization contacted me to let me know what was happening or that I had the wrong documents? No. Has anyone given me a direct line of who to contact with questions about the case? No. It has been over a month now since I tried to correct something that wasn't even my fault in the first place. This company is pivotal to me finding a job, securing a loan, buying a house/car, and opening a credit card or bank account. Their customer service is the worst I have ever worked with. They allowed someone to add their information to an account with my social security number fraudulently, and then they can't even work with me to correct the mistake. I have sent in my information XXXX times now, and not a single thing has changed. I am at my limit.

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