Consumer complaint received 2025-06-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
This complaint against Experian is an extension of a previous complaint that was submitted on XX/XX/XXXX, Complaint ID XXXX. 

Last XXXX, my identity was stolen through the Experian website and used to open several credit card accounts by a fraudulent person. After multiple phone conversations from XXXX through XXXX of XXXX, and sending documents to Experian to prove my identity, no resolution was made by the company. 

I issued a complaint through XXXX on XX/XX/XXXX against Experian, and remarkably, I got an email from Experian the following day that I was granted access back to my accounts. Once I regained access to my online Experian account, I was able to monitor my credit report, freeze or unfreeze my credit, and even set up an Experian XXXX fraud monitoring at {$4.00} per month. I was charged the {$4.00} per month for XXXX, XXXX, and XXXX on my credit card, and then no payment was taken in XX/XX/XXXX. 

On XX/XX/XXXX, I tried to log into my online Experian account, but I was not granted access. 
I called Experian, and we tried to reset my user ID and passwords with no resolution. 
Experian was able to see my identity had been verified using the documentation I had sent in XXXX of XXXX, and I was able to receive text messages and emails from Experian. They still could not resolve why I had no online access. I received an email from Experian on XX/XX/XXXX with a case number XXXX from XXXXXXXX XXXX - customer care team. 
On XX/XX/XXXX I called Experian again to get an update on case XXXX. Experian again was not able to figure out why my accounts were shutdown. I was told by a supervisor at Experian that I would receive a call back from Experian by XX/XX/XXXX. I did not receive a call back by that date. 

I called Experian on XX/XX/XXXX and worked with them again to try to resolve this issue with no resolution made. They suggested I reply back to XXXXXXXX XXXX  's email to get an update, which I did. I never received a response back from Experian!! 

On XX/XX/XXXX, I called Experian again to get an update on case XXXX, and they were again unable to resolve the issue of my online access. I was also told at this time that case XXXX had been closed. Experian reopened this case and told me that I would receive a response from XXXX XXXX with an update on this case within XXXX hours. 

On XX/XX/XXXX, I called Experian again to find out why I hadn't received a reply from XXXX G via email. I was told that they would follow up and get a response from XXXX XXXX At this time, they were still not able to grant me access back to my online account. 

On XX/XX/XXXX, I received an email from Experian ( XXXXXXXX XXXX - customer care team ) that ticket XXXX had been escalated to their engineers to review. 

On XX/XX/XXXX, I tried to call Experian and was unable to get through to a specialist to talk about my case. I was not able to get past their automated menu. 


As of XX/XX/XXXX, I still have no access to my online account. I don't know if my credit is frozen or unfrozen, or if I could even apply for any type of credit. 

This behavior and lack of follow-through from Experian is unacceptable! 

XXXX XXXX XXXX

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