Consumer complaint received 2025-07-31 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Incorrect information on your report — Old information reappears or never goes away
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
XXXX XXXX XXXX XXXX, I requested my annual free credit report. Please note that the information on the credit repot looks fine. However, upon attempting to apply for rentals using XXXX, which uses Experian\'s services to verify one\'s identity, XXXX  does not verify my identity despite numerous tries, with valid and correct information, and locks me from applying for 24 hour periods. My information is verifiable on both Experian\'s Credit Report and my Experian Account. XXXX has a page addressing why identity may not be verified on XXXX. At the bottom of the article, it states - "If you\'re entering all the information correctly, but still cannot ID verify, contact Experian here (XXXX XXXX XXXX XXXXFollowing instructions from XXXX, I attempted both ways to contact Experian, but it was to no avail. Experian starts the call with a bot that gives me no options to select "Identity Verification Issues." At one point, after receiving my SSN via the phone, by the same bot, it responds by saying that it cannot be of assistance in matters of identity verification, and adds, "Is there anything else I can help you with?" Upon numerous requests to have the bot hand over to a human agent, it simply does not hand over the call to human agent, suggesting that it could only do so under certain circumstances. Eventually, the bot actually hung up on me, saying, "Goodbye." \n\nSuch call with Experian occurred at least 5 times. No human ever picked up the phone nor are there any proper flows on their website to ask such a matter. \n\nWith no more options, I made one last attempt to call the business unit, found on the XXXX XXXX  Upon calling XXXX XXXX XXXX XXXX, after a few minutes of a wait, I was responded by a human, a switchboard operator. I explained that there was no human picking up the call from the consumer-end about identity verification. She replied, "That\'s weird. Hang on." She transfers the call to the very same bot! Frustrated again by the bot, I called the same number again, pouring out my frustration, giving Experian a chance to receive my complaint, not just the issue, directly lest my complaint go to Consumer Financial Protection Bureau (CFPB). The switchboard operator, named XXXX, tried to reach legal services on her end, placing me on hold, but she could not do so. She said the best thing she could do was transfer me again, with no guarantee again that a human may answer. \n\nMy wife and I, with our XXXX XXXX XXXX intend to move to XXXX  but with XXXX, along with Experian, not verifying my identity, I lose every day a chance of renting a unit in XXXX XXXX, and now I\'m less than a month away with needing to rent a unit. Bear in mind - this is not an issue of identity misinformation, my identity can be verified on Experian\'s own Credit report, requested a week afore.'

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