Consumer complaint received 2025-08-12 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: PA

Complaint narrative:
I need an overseas credit card to avoid foreign transaction fees, and my bank can't get it for me because the bank says Experian has a lock on my credit. I locked my credit voluntarily years ago. The other credit agencies have cooperated, but the problem is I now can not unlock it with Experian because Experian is completely non-communicative and has isolated itself from its customers. There is no option to explain a problem to a live person. They have a phone number listed on their website, but it's Artificial Intelligence ( AI ) and of very poor quality. Talking to a live person is not an option. I had no problem unlocking it and communicating with real people with the other credit agencies. 

On XX/XX/XXXX, I tried to login to my Experian online account but have been unable to login due to an error message that states my phone number doesn't match their records. I have tried calling Experian to get help with logging in, but their phones only have Artificial Intelligence ( no human contact ) and help logging in is not one of the choices. Apparently, Experian has changed my phone number to an inaccurate number. I don't know whose number is receiving calls regarding my credit information. My correct phone number is, and has been for over 20 years, XXXX. This is the number I gave to Experian in XXXX when I first joined as a " member. '' I haven't had problems logging in until now. When you login, you have to give them a cell phone number to send you a code. Therefore, I can't login to Experian to tell them the problem ( which is my bank stating my credit is frozen, even though the Experian AI says it is not, as well as potential fraud occurring a someone has illegally changed my phone number ). Experian has no live, human phone service. ( Other credit bureaus do. Why does Experian have no live phone service, only very poor quality AI? ) .This raises a big concern because it seems like they allowed some fraudster, possibly, to change my phone number. My accurate and only phone number is XXXX. Experian is violating the FCRA by allowing someone to change my phone number. Worse, I can't contact them to tell them my phone number is wrong because they completely insulate themselves from ever having to talk to a customer. And, it doesn't look like I will ever again be able to obtain credit because banks require unfreezing of credit with Experian. I tried using Experian 's automated system, but it says my credit IS unfrozen, but the bank says it is frozen. Worse, if it's unfrozen, that's not really what I want. I prefer for my credit to be frozen and to unfreeze it when I want it unfrozen. 
So, there are 4 problems. 
XXXX. I can not login to my Experian member account due to Experian thinking my phone number is wrong, while I know my only phone number IS correct, and was recognized by Experian until recently, when Experian apparently allowed someone to alter my phone number, potentially a fraudster. 
XXXX. I can not get any new credit because creditors can't extend credit to me while my Experian account appears to be frozen. 
XXXX. Experian is telling me via its AI robot that my account is unfrozen, but my bank is saying it is frozen. At Experian, the left hand does not know what the right hand is doing. 
XXXX. Due to potential fraud, someone else is getting the Experian code when I try to login, and this person, whoever it is, also has full access to my account. I can't inform Experian of the problem because they have no help for a problem like this, only very bad AI that doesn't offer the choice to fix this problem or talk to a human.

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