Consumer complaint received 2024-12-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
I have spent six hours over the last two days trying to access my Experian account, which I set up years ago. Their website initially recognized my username, but didnt recognize my password. When I try to reset my password, it indicates it will send me a verification code to my email that will allow me access. I wait for the verification code -- it never arrives to my email ( or junk mail ). I try the process again ; the same thing happens. Then I call the customer service number and the robot indicates it will text me instructions on how to enter my account -- it never sends the text. Then I call the customer service number again, trying to reach a live person, again with no success. This goes on for hours with me trying accessing online and via the useless customer service numbers. 

The useless customer service phone numbers I have tried continuously for over six hours the last two days are : XXXX XXXX XXXX XXXX ; XXXX ( pressed option 2 ) ; XXXX XXXX ; and XXXX XXXX XXXX XXXX. Those numbers get me back to the same robot that asks me to verify my information and then says it can not help me. One number did get to a live person ( XXXX XXXX XXXX ), but that person said she could not help me and sent me back to XXXX XXXX where I would again get the same robot that asks for verification and then says it can not help me. 

I have tried everything I can to get access my account on Experians website without success. When I try to access my account, the website does not recognize my username or password. Then I am asked for my mobile number for Experian to send me a verification code. When I enter my mobile number, the website responds that it does not recognize my mobile number and will not send a verification code. Then it tries to verify me with my mobile number and the last 4 of my SSN. Then I get a prompt that it will text me a verification code to my mobile -- again, it never texts me the verification code! There is absolutely no way to resolve this except with the help of a LIVE technical support person, not a useless phone number that sends me to a limited, useless robot! 

I have no way to access my Experian account. I have no way of removing a fraud alert from my file to open credit because I have no access to my Experian account. I have nowhere to turn to get Experian to help me gain access to my Experian account information. Based on the hundreds of complaints on the XXXX  site, Experian actively engages in this abusive customer avoidance practice. 

Can you please help me obtain a phone number to a LIVE Experian customer/technical support person that will be accountable to resolve my Experian access issue via a LIVE call? Please, please do not provide me with any of the above Experian phone numbers to try to get this resolved. Those numbers will not resolve my issue. And please do not refer me to the Experian website. 

XXXX and XXXX have efficient phone automated phone systems that allow the caller to eventually speak to a live customer or technical support agent. Experians customer service practice eliminates any reasonable access to a live customer support agent. 

Experian has my information and there is nothing I can do to control their errors or even access to my account. Why do consumers have to be exposed to this abusive practicewe have no control over our information! 

Can you also advise as to what is being done from a regulatory approach to require Experian to provide reasonable access to live customer/technical support should customers reach an impasse via the phone maize or the website. Why does Experian get to remain unaccountable to the millions of people for whom it holds and controls their credit information? 
Thank you for your help.

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