Consumer complaint received 2025-05-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Didn't receive services that were advertised
Company: Experian Information Solutions Inc.
State: IN

Complaint narrative:
Explanation of Identity Theft Incident I, XXXX XXXX XXXX, have had identity theft protection with Experian and XXXX from XXXX to the present. At the time of my identity theft, I was fully covered, including my business, XXXX XXXX XXXX, which is a staffing agency. Despite this coverage, my identity was not protected, and I ended up losing my business due to identity theft. 

The issues began in XX/XX/XXXX when I started noticing fraudulent transactions in my bank account. Despite multiple attempts to seek help from my bank, both in person and otherwise, I was turned away. The bank continued to charge {$30.00} overdraft fees and treated the fraudulent transactions as normal. 

In early XX/XX/XXXX, I began experiencing problems with my cell phone, but due to my busy work schedule, I did not address it immediately. During this period, I continued to report fraudulent transactions to my bank, but they ignored my concerns. 

I was in between payroll companies, transitioning from running payroll myself to hiring XXXX. Unfortunately, my bank failed to send my payroll to XXXX before the XXXX of XXXX weekend, leaving my employees unpaid for the entire weekend. This failure prompted me to decide to go with a payroll company to handle payroll so I wouldn't be responsible for it. However, two to three weeks later, my account was completely emptied, resulting in two weekends of not being able to pay my employees.

Around this time, I had five devices registered to my business bank account, all named " XXXX 's XXXX. '' These devices were used to empty out my payroll account, severely damaging my credibility and career. 

I later discovered that someone had gained access to my email and password through a data breach I was never notified about. They logged into my XXXX account and ported my phone number to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, an IT XXXX informed me that XXXX XXXX XXXX had ported my phone number to XXXX XXXX XXXX. After this, I was unable to get further assistance from XXXX, as I was continuously transferred from one person to another.

During the days when my phone number was compromised, the perpetrators registered it to my bank account and performed unauthorized transfers. Despite my strong suspicions about who was involved, no one would listen to me or help, as I sounded crazy.

I contacted Experian approximately 30 times and reached out to AIG as well, seeking assistance. The identity theft caused me XXXX  XXXX, and my business, once popular and busy, became the most hated staffing agency in my area. I received XXXX XXXX, and my car was keyed. The entire experience was horrific. 

I contacted XXXX and Experian on multiple occasions, requesting assistance with filling out the paperwork because I was so distraught and unable to figure out what was happening. Every time I asked for a fraud resolution specialist, appointments were set but never kept. No one called or emailed me back, and I received no responses after emailing them.

I have been part of data breaches that my identity protection should have alerted me about, but I was never contacted or informed. I was never assigned a fraud resolution specialist, despite my numerous attempts to resolve this issue. I have filed multiple FTC reports, Consumer Financial Protection Bureau reports, and reports with the Attorney General, all seeking assistance in filling out this claim. 

This situation has ruined my life, costing me my business and career. Shortly after closing down my business, I was evicted and lost my home of 10 years. I have XXXX children and an XXXX  mother to care for, and I am emotionally unable to deal with my life. Despite promises of counselors, fraud resolution specialists, private investigators, forensic investigators, and covered attorney costs, none of these promises were fulfilled. 

I am requesting that my claim for my business and myself be taken under advisement and considered for my insurance. I have fallen through the cracks, and no one has helped me, not even the detective working on my case. The full extent of my losses has not been captured. 


I would like to go after the handling of my accounts with XXXX XXXX and XXXX XXXX I filed a complaint with XXXX 's corporate office, suggesting that the attack on my phone and account was facilitated by the XXXX XXXX self-service tool on their main page. The day after I sent this complaint, XXXX announced they were discontinuing the self-service SIM card tool, suspecting it was related to XXXX XXXX XXXX 

XX/XX/XXXX XXXX emailed Experian XXXX office XX/XX/XXXX called Experian to complain and talk to fraud resolution. 
XX/XX/XXXX XXXX called and reported identity theft and complained about never getting help for the XXXX th time. Have email summarizing call XX/XX/XXXX, XXXX called and was transferred around and told that my credit and alerts looked normal. I had XXXX alerts XXXX XXXX called and scheduled a meeting and the agent never contacted me XXXX XXXX emailed info again to XXXX and Experian XX/XX/XXXX contacted the attorney generals office about Experians non cooperation in protecting my information for personal and business. Since it also involved business they would not proceed XX/XX/XXXX Called and made a XXXX report about filing a claim when I had bank accounts being opened in my name. No one called back after I was told by the fraud team my account was okay XX/XX/XXXX called to file a claim for identity theft and they said my accounts were fine but I had been part of data breaches and were never contacted. 
XXXX XXXX XXXX My business bank accounts were wiped clean after my cellphone number was ported because hackers gained access to my information and got password access to my accounts through data breaches and Experian didnt contact me. I had ID protection for myself and XXXX. hackers ported my number from sprint/tmobile to att thru a self service tool offered on tmobiles website. My bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to my account in a XXXX hour period and never notified me and then when my payroll was transferred out of my account and just vanished I was treated like I was nuts by my bank. I have XXXX because my successful business was ruined after that. I was a staffing agency that couldnt pay my employees. I had gone to the bank and complained for months about transactions that were duplicated or fraudulent multiple occasions. I was ignored XX/XX/XXXX filed a complaint with attorney general. Filed ftc report XX/XX/XXXX called to file another complaint and try to file a complaint on Experian Called aig again letting them know I suffered from XXXX and I needed a fraud resolution in ns XXXX to help me. 
XX/XX/XXXX XXXX contacted me back but then stopped answering the phone and never responded to my emails XX/XX/XXXX emailed and called XXXX multiple times never returned call XX/XX/XXXX called Experian identity works demanding assistance with claim. XXXX contacted me back then stopped responding. 
XX/XX/XXXX called inquiring about never hearing from Experian or having alerts regarding data breaches. Nothing back I have multiple photos and copies of emails and proof that I have been a victim of sabotage or identity theft and not only was I let down by Experian XXXX XXXX XXXX that I had since XXXX for my personal and XXXX for my business. I was let down by my bank XXXX XXXX XXXX XXXX and XXXX XXXX account. No one would take me seriously and listen to me. I was promised. Security for all accounts. Notifications if security was breached.i was never contacted about the data breaches and missed out on settlement offers. When I called to question the notifications about my identity they acted not concerned about any of it. I was promised protection services. And was extremely let down by all three companies. I was promised investigators and attorney costs to be covered. I was promised lost wages and never have I seen a dime. I have called and called all three companies over and over trying to resolve this and I believe I slipped thru the cracks for all three and I was made to deal with identity theft on my own. 
I was forced to close my business doors and it ruined my credibility and career

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