Consumer complaint received 2025-11-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I was notified by Experian through text message on XX/XX/year>XXXX  of multiple hard inquiries into my credit. When I logged into their online portal it confirmed unauthorized hard inquiries. I immediately placed a freeze into the account and disputed the charges with Experian. The next day I had two additional notifications which shouldn't have occurred since I put a credit freeze on my account the day before. When I went back to log into Experian I was blocked from my account. I made the first of many phone calls to Experian. 

When you call Experian, there is an automated system that asks for your SSN and billing zip code. This information allows you to make some significant changes such as removing a freeze. So, if someone has the necessary information, they can easily take over control over your account. Also, the automated system does everything it can to prevent you from talking to an actual person. Often, it will just hang up on you as you try to " trick '' and navigate the system. Once you are able to talk to someone, it is not unusual to have deafening background noise and it can be nearly impossible to talk to some effectively. 

Once I made contact with a person, it appears my account had been hijacked and the frauds changed my credentials, including my e-mail and phone number assigned to my account. Now, they are able to freely go in and freeze and unfreeze my account, leaving me powerless. 

Experian required me to go through the process to prove my identification since they can't prove I am the actual cause for the fraud. This included submitting my SSN card, driver 's license, utility bill, and a letter of explanation. Their online program is archaic and was unreliable. It took two days to finally get the program to accept my documents. Also, there is zero confirmation e-mails or phone calls that the documents were received. 

I have called continuously to get updates on my fraud case. Every phone call requires multiple attempts to navigate through their automated voice program that often hangs up on you. When I am able to talk to someone, they are unable to share any tangible information on my case and state I just have to " wait for an e-mail ''. 

I had similar problems from what I am assuming are the same fraudsters with XXXX  and XXXX  and they quickly corrected the issue. Also, it seems their security is much better where it is more difficult for someone to take over my account. 

Experian has demonstrated absolute incompetence, poor customer service, and has left the identity theft victim in the dark. Not that this is Experian 's concern, but this all occurred the same week my wife 's vehicle broke down. So, I unable able to purchase a new car within a reasonable time frame due to Experian 's inadequacies.

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