Consumer complaint received 2025-11-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
b'On XXXX XXXX XXXX, I began attempting to resolve an issue with my XXXX  credit card account (last four digits: XXXX) after my account became restricted and I was unable to access it. Since that date, I have followed all instructions provided by XXXX  representatives and have made multiple documented attempts to obtain assistance and resolution.\n\nAs part of XXXX  requirements to address the account restriction, I was instructed to submit extensive identity-verification documents, including:\n\nMy Social Security card\nMy drivers license\nA utility bill\n\nThese documents were specifically requested by a senior representative named XXXX, who indicated that the matter was being handled at the senior management level. I promptly submitted all of these documents as requested. Despite this, my account remained restricted, and I received no clear explanation or progress update.\n\nEven while the restriction remained in place, I continued to receive automated emails and automated IVR calls instructing me to log in or view my account. These systems do not provide an option to reach a live representative, and because my access is fully locked, I am unable to complete the actions XXXX  automated systems are directing me to take. This is both misleading and unhelpful.\n\nPursuant to my last conversation with XXXX  (again with the senior representative XXXX), I additionally complied with their payment requirement. I mailed the payment via USPS certified mail, with the following details:\n\nUSPS Tracking Number: XXXX XXXX XXXX XXXX XXXX XXXXPayment Method: XXXX XXXX Money Order\nAmount: $XXXX\nPayable To: XXXX  Credit Card Payments\nAccount: Last 4 digits XXXXMy name and address clearly listed on the money order\n\nI informed XXXX  of this payment and advised them that they may monitor tracking for delivery confirmation.\n\nFrom XXXX XXXX XXXX through XXXX XXXX XXXX, I sent multiple emails to senior management, including Customer Service leadership, the Fraud Department, and the Office of the President. Despite:\n\nProviding all identity-verification documents that XXXX  and senior management requested, and Sending the required payment in the manner they specified,\n\nI have not received a single acknowledgment, update, or written response from any senior representative.\n\nIn my correspondence dated XXXX XXXX XXXX, I again formally summarized:\n\nThat my account remained fully restricted\nThat all requested identity-verification documents had already been submitted to XXXX  as part of a senior management review\nThat my payment had been mailed exactly as instructed\nThat I continued to receive automated messages I could not act upon\nThat I required written confirmation regarding my credit protection and fee reversal\nThat written communication was necessary due to ongoing service failures\n\nDespite this, no one from Customer Service, Fraud, or the Office of the President has providd any substantive update.\n\nI additionally sent a detailed message to senior leaders clearly outlining the seriousness of this situation from a professional perspective, as I have over 30 years of experience in financial services in roles spanning customer service, escalation management, technical operations, risk, control, and compliance. I explained that:\n\nIn any well-run financial institution, once a matter is escalated to senior leadership, ownership shifts fully to senior management.\nThe customer is not sent back to the same departments that previously failed to meet expectations.\nSenior management must provide direct and timely communication.\nEscalation structures, accountability, and internal controls must be respected.\n\nInstead, XXXX  allowed the matter to be pushed back down to the very same departments that repeatedly failed to respond or act. This represents a breakdown in escalation management, communication protocols, governance, and internal controls.\n\nAs of XXXX XXXX XXXX, after:\nSubmitting all identity-verification documents directly to the senior representative XXXX  at his request,\nSending the required $XXXX  payment via certified mail, and\nRepeatedly escalating and following up in writing,\nI still have not received any written correspondence, explanation, or update from any senior leader or department.\nMeanwhile, my FICO score has already been negatively impacted, despite my full compliance and the fact that the delays were entirely caused by the account restriction and XXXX  lack of communication.\n\nIn summary:\nI submitted all identity-verification documents (Social Security card, drivers license, utility bill) specifically requested by senior representative XXXX  in connection with a senior management-handled escalation.\nI mailed the required $XXXX  payment via certified mail as instructed.\nMy account remains restricted with no access.\nI continue to receive automated messages I cannot act upon.\nI sent multiple escalation emails to senior management without any substantive response.\nI explicitly informed XXXX  that their process is flawed and inconsistent with standard escalation practices in the financial industry.\nMy credit has already been harmed due to XXXX  handling of this situation.\n\nI am requesting that the Consumer Financial Protection Bureau review this matter, require XXXX  to correct the damage to my credit, reverse any improper fees, restore access to my account, and address the failures in their escalation, verification, and communication procedures.'

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