Consumer complaint received 2025-01-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: AZ

Complaint narrative:
XXXX XXXX XXXXXXXX I usually get myself all worked up and write you guys a long, blathering, angry message here. This time I am here with hope for the first time in a very very long time that my life can continue after what Experian has done to it, since you have made it very clear that you are aware that Experian has clearly not been investigating anything after filing disputes, even as they relate to Identity theft, which has been reported and accompanied by my FTC Report and police report many times. If you need anyone to come and talk, share evidence about exactly what happens to a persons life when Experian does what they have done to mine please let me know. I do this every single day, all day long. 

Here is an email that I sent to them, you, the FTC, AZ Attorney General, FCC, local police, and have continued to follow up on, only to receive a standard boilerplate response ( also attached ) : Your full name including middle initial ( and XXXX - XXXX, XXXX, XXXX, XXXX ) XXXX XXXX XXXX Social Security number. XXXX Date of birth. XXXX Complete addresses for the past XXXX years : XXXX XXXX XXXX XXXX, XXXX, AZ XXXX Dear Experian, I am writing to address the ongoing and unacceptable handling of my identity theft disputes. This response references numerous communications, disputes, and supporting documentation I have provided over the past year, which have been repeatedly ignored, mishandled, or dismissed without proper investigation. 

Additionally, I am including details of severe mismanagement by your representatives and IdentityWorks that further exemplify the negligence and discriminatory treatment I have faced Failures by Experian and XXXX Three-Way Calls with XXXX XXXX and Missing Recordings XXXX XXXX XXXX my assigned restoration specialist with IdentityWorks, facilitated three-way calls with various creditors and myself to address the fraudulent accounts. During these calls, I personally spoke with creditors, provided consent for XXXX to listen, and allowed her to clarify or rephrase my statements. While her approach was sometimes too strong in tone, her efforts were a step toward resolving my disputes. 

Following these calls, XXXX advised me to file an insurance claim with XXXX to address the damage caused by the fraud. She successfully connected me to an XXXX  claims specialist, but after that initial contact, I was unable to reach XXXX again. Calls to their number were redirected to Experian or, in some cases, Discoverboth of whom were unhelpful and appeared to prioritize XXXX interests over resolving my claims. 

After XXXX was no longer with XXXX, another representative took over my case. This individual was far less effective, failing to provide meaningful support and even pressuring me to confirm invalid dates for the insurance claim that could have made me liable for potential insurance fraud. By the time I obtained a copy of the policy and terms, enough time had been wasted that filing the claim would have required backdating. 

Despite these critical conversations and the work done during the three-way calls, neither Experian nor XXXX has provided copies of the recordings, even after legal requests were submitted by my attorney. As I am in a one-party consent state, I am legally entitled to these recordings, which are crucial evidence for resolving my disputes. Your failure to provide these recordings is obstructive and unacceptable. 

Repeated Mishandling of Follow-Up Calls After Cassandras departure, I experienced another round of poor handling by your representatives. I went through the same process of three-way calls with creditors, only to find the same lack of resolution and accountability. This pattern of disruption and mismanagement has not only delayed progress but has also compounded the stress and harm caused by these fraudulent accounts. 

-- - Systemic Issues and Discrimination In addition to the failures outlined above, I strongly believe I am being targeted unfairly due to my XXXX, which you may perceive as making me an easy target. Your representatives have treated my identity theft case with neglect and disdain, often behaving in ways that suggest they find my situation amusing or trivial. I have been mocked, dismissed, and outright ignored while being forced to endure an unprofessional and degrading process. 

When I raised concerns about this treatment potentially being discriminatorygiven that I am a person with XXXX that impact my memory and ability to navigate your convoluted processesyour representatives failed to provide any meaningful response or resolution. 

This behavior is appalling and unacceptable. If Experian 's mishandling of identity theft cases is universal, it reflects a gross systemic failure. However, if this behavior is isolated to my case, it constitutes outright discrimination against a person with XXXX. Either scenario is deeply troubling and warrants immediate investigation. 

-- - Impact of Your Negligence Your failures have caused irreparable harm : My credit is in ruins, preventing me from functioning financially or professionally. 

I am forced to sell my home in an emergency due to your inaction. 

I am living with life-threatening conditions, including stage XXXX XXXX cirrhosis and autoimmune XXXX, which have been severely impacted by the stress and lack of access to life-sustaining medication caused by your mishandling. 

-- - Demand for Immediate Action I demand the following : XXXX. A thorough investigation into all disputes submitted. 


XXXX. Immediate removal of all fraudulent accounts and errors from my credit report. 


XXXX. Written confirmation of these corrections within XXXX  days. 


XXXX. Clear communication from a qualified representativenot automated messages or untrained staff. 

-- - I have exhausted every avenue to resolve this matter with you. Your negligence has not only destroyed my credit but has directly impacted my ability to live, work, and care for my family. If these issues are not resolved, I will be forced to escalate this matter further through regulatory agencies, legal action, and media channels. 

The extent of the damage Experian and XXXX have caused can not be understated. It is now your responsibility to act swiftly and decisively to rectify this situation. 
XXXX copy of a government issued identification card, such as a drivers license, state ID card, etc. ( ATTACHED ) XXXX copy of a utility bill, bank or insurance statement, etc. ( ATTACHED ) Please also include the following identification information : Your full name including middle initial ( and XXXX - XXXX, XXXX, XXXX, XXXX ) XXXX XXXX XXXX Social Security number. XXXX Date of birth. XXXX Complete addresses for the past XXXX years : XXXX XXXX XXXX XXXX, XXXX, AZ XXXX No response at all. I also, like usual, am being told by their robot that answers the phone that she can only transfer people in limited circumstances. When I call their fraud line. The only assistance she offers is for some reason removing a freeze, while the top of their app advertises a data breach that affected XXXX XXXX people and directs me to a page where I can pay for a " credit lock '' instead.

Company response to consumer: Closed with explanation