Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
Subject : Complaint Experian XXXX XXXX Account Locked / Verification Process / Funds Inaccessible I am under extreme hardship and for this to be taking place is absolutely all the way around a terrible negative experience dealinI am filing a complaint regarding my Experian XXXX XXXX account, which has been locked under a verification review for seven days while approximately {$400.00} of my funds remain inaccessible. During this period I have complied with multiple requests from Experians verification department to submit identity documents. I have sent these documents several times through the email address I was instructed to use by customer support. I was originally told that the only acceptable document was an image of my Social Security card. I explained that the card is stored in a bank safe deposit box and that I only had a photo of the front side available. Despite this, I was instructed to send highly sensitive documents through a standard email address that was verbally provided to me over the phone. I was not provided with a secure upload portal or written confirmation verifying that the email address was an official and secure verification channel. Later, another representative stated that alternative documents such as my tax return could also be accepted. I then submitted additional documents including my tax return and other requested information. These documents were sent multiple times in separate emails to ensure delivery. Despite sending these documents repeatedly, I have received no confirmation that they were received or attached to my case. Instead, I was told that attachments were missing from one email, even though the documents were sent again in subsequent emails in the same thread. In addition to the lack of confirmation regarding my documents, my interactions with customer support have been extremely difficult. I have contacted support approximately five times regarding this issue, with each call lasting close to an hour. During these calls representatives repeatedly provided the same brief scripted responses and often repeated those statements without addressing my specific questions about the verification process or confirming whether my documents had been received. I also requested to speak with a supervisor or escalation representative multiple times during these calls. Those requests were consistently declined or ignored, and I was never transferred to a supervisor despite asking repeatedly. On one occasion the call was disconnected after I continued requesting escalation. As a result, I have been unable to obtain confirmation that my submitted documents were received or properly attached to my verification case. Adding to my concern, I recently received a notification within the Experian app indicating that my personal information may be at risk due to a data breach. Given that I was instructed to send highly sensitive identity documents such as a Social Security card image and tax documents through unsecured email, this raises serious concerns about the security of my information. At this point I am requesting that Experian : Confirm that my submitted identity documents have been received and securely handled Complete the verification review of my account Restore access to my funds as soon as possible Provide a clear explanation of the verification process and the secure handling of identity documents I appreciate the Consumer Financial Protection Bureau reviewing this matter and assisting in obtaining a prompt resolution.

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