Consumer complaint received 2021-09-06 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: AK

Complaint narrative:
In XXXX, I put freezes on my credit with Experian and XXXX ( XXXX, the source of the hack, wouldn't let me institute a freeze as it said it could not verify my identity ). In XX/XX/XXXX, I had an identity theft incident -- not sure if this has led to the current situation, but thought I would add it as background. I kept the PIN # for both Experian and XXXX in a file on my computer. XXXX  has since not recognized my Pin #, but did accept the materials it asked me to send in for verification for a new credit card application in XXXX. In XXXX XXXX my car was totalled in an accident. I was trying to get a loan through XXXX and they tried to get a credit report from Experian. I went through Experian 's automated system on XXXX XXXX and the system accepted my PIN # and my answers to the verification questions, but then said that I needed to submit a letter with my name, SSN, date of birth, mailing and physical address, copy of my driver 's license ( I also included a copy of my passport front page ), 3 bills that showed my addresses and the period for which I wanted the freeze lifted. I pulled all the material together and expressed mailed it that very evening. The tracking showed that it was at their post office in XXXX, TX by XXXX XXXX ( a Saturday ). I asked for the freeze to be lifted between XXXX XXXX XXXX XXXX, as I was leaving on a trip on the XXXX, and wanted the car to be purchased by then. Experian NEVER lifted the freeze, so I could not get a loan through XXXX. I even tried to go through my bank, thinking we had a 30+ year relationship, but they, too, tried to go through Experian and were never able to get information on my credit. So, I needed to liquidate assets in order to purchase the car. Experian sent me a note on XX/XX/XXXX with text that said they could best answer my questions over the phone. It was another automated number with no way to get to a person to figure out what went wrong with lifting the freeze. I sent them another letter explaining that I needed to find out what was the discrepancy or other issue that caused them to not lift the freeze. I do not need the freeze lifted now, but in the future, if I need a larger loan that precludes me liquidating assets, I need to know that I can do that. In response to my second letter, they sent the same minimalist cover letter, and then a more detailed form about creating freezes and lifting freezes. There is a section about how to create a single use PIN to be given to a specific entity, but that again requires going onto their automated system. Why would they accept my PIN and my verification questions and then NOT lift the freeze, but instead require physical information and then for some reason, not accept that? The discrepancy could be as simple as me listing my physical address many years ago as being in the town where my PO Box is, but then I found out about 8 years ago, that my physical address is actually considered to be in the larger neighboring city. I am glad that the freezes are keeping bad people from gaining access to my money, but I WANT to be able to access it on some occasions, like if I have to move to a different house or town. By the way, I contacted the CFPB by phone on XXXX XXXX XXXX as the available online options didn't really seem to fit my situation. The gal asked for my number in case we got cut off, which did happen and she never called me back. What I need to know is if this situation can somehow be cleared up so Experian knows I am me or do I need to get a lawyer involved. After the identity theft, the black veil of the financial institutions are really scary to me.

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 non-monetary relief