Consumer complaint received 2025-06-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: PR

Complaint narrative:
I am currently in the process of applying for a XXXX XXXX abroad and, as part of that, Im applying for a Graduate PLUS Loan through FAFSA. However, my application keeps getting flagged due to an issue with my credit report either indicating my credit is frozen or contains misinformation.

To resolve this, FAFSA instructed me to contact the three credit reporting bureaus : XXXXXXXX XXXX and Experian. XXXX  and XXXX  were responsive, professional, and helpful. I was able to verify my identity, ensure my information was correct ( including both of my last names, as I am XXXX and my Social Security record reflects this ), and move forward with them. 

Experian, on the other hand, has been completely inaccessible. I have spent over two weeks trying to reach someone anyone at Experian through every method available : phone, email, website, and app. Their phone system is entirely AI-driven and consistently unhelpful. It does not understand basic prompts, even when I use the exact phrasing recommended by their own representatives. The AI system either loops endlessly or hangs up. It refuses to connect me with a human being, no matter what I try. 

The only point of contact I have found was through XXXX XXXX, which has been equally ineffective. The responses feel automated and repetitive, and they fail to acknowledge that the phone numbers and solutions they provide do not work. It's extremely difficult to know if I am speaking with a human or an AI bot, as the conversation is robotic, dismissive, and ultimately useless. 

To make matters worse, Ive attempted multiple times to create an online account through their website and app, which is a critical step in reviewing my credit report. However, the system never sends me the verification text it promises. Ive used several phone numbers and retried for days nothing works. The inability to create an account has completely blocked me from viewing or resolving whatever is causing the issue with my loan application. 

This is not just a frustrating customer service failure it is actively threatening my academic future. I am on a tight deadline : my semester begins in XXXX, and I can not receive my student visa without this loan being processed. If this issue is not resolved urgently, I may lose the opportunity to study abroad. 

All I need is someone a real person to help me create an account with Experian so I can view and update my credit information. Thats it. But Ive been left completely alone in this process, despite doing everything possible to reach out. 

Please investigate Experians lack of accessibility and help me get in contact with someone who can assist. This situation is both unfair and unacceptable, and I am counting on the CFPB to intervene so I can continue with my education.

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