Consumer complaint received 2024-01-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem with product or service terms changing
Company: Experian Information Solutions Inc.
State: NV

Complaint narrative:
I realized in XXXX that my information had been stolen so I called Experian to place a freeze on my credit report. Later on XX/XX/ when logging into my Experian XXXX XXXX account I went to dispute a fraudulent inquiry and realized someone had created a fraudulent Experian membership account with all of my information. I reported this immediately and faxed all of the verification requested on XXXX XXXX XXXX ( license, social and insurance bill with home address ). Experian confirmed as received and cancelled the fraudulent membership. I also requested that Membership services flag the fraudulent e-mail address and telephone number be and flagged. 
After the first fraudulent account was canceled, I enrolled with valid contact information to create a new Experian account. However, when I went to log in to the Experian account on XX/XX/ I was locked out. Someone had yet again bypassed Experian 's weak security with the same fraudulent email and telephone number that they had used to create the initial fraudulent account. 
I called Experian immediately and again requested that account be deleted and asked to flag the fraudulent email address and telephone number again and also asked that a 2 factor identification be required outside of my DOB/SS/Full Name because it was clear that my information had been compromised. 
In addition to the disregard for my multiple requests to delete the fraudulent account I discovered Experian had also allowed someone to open a fraudulent money market account with my information using that same fraudulent email and telephone number which I had requested at that point multiple times to be deleted and flagged. 
As one of top 3 credit bureaus cyber security measures should be top priority. The measures in place are close to nonexistent and showcases the total lack of concern for the welfare or safety of customers. 
Although I requested my account be flagged, I continue to receive offers from Experian to open new credit card accounts and loans with my good credit. A credit bureau that peddles credit accounts to customers with good credit rather than doing whatever they can to protect that good credit is not only unethical but also a conflict of interest. 
The back-and-forth phone calls to Experian call centers around the world is extremely time consuming, unnecessary, and frustrating. It is simple, delete the fraudulent account, flag the fraudulent email address and require 2 factor identification on the account. 
I have every phone call with Experian documented and a log of everyone I spoke, including how much time I have wasted with needless transfers back and forth to and from the same departments. With all of the time I have spent on the phone I am in exactly the same position as I was 3 months ago having to fax my verification information once again. Experian has no regard for the security of their customers whatsoever. I can probably attribute the identity theft to one of Experian 's security breaches.

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