Consumer complaint received 2025-02-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: DC

Complaint narrative:
On XX/XX/XXXX, I received a debit card that I did not apply for and I set about trying to close that card and place Credit freezes and fraud alerts with all XXXX Credit Bureaus. I was successful with XXXX and XXXX, and used the credit report from XXXX to identify XXXX other " soft inquiries '' on my account that had been fraudulently made, and I was able to proactively cancel those accounts and place fraud alerts on those accounts as well. The issue arose when I attempted to access my Experian account, an account that I am sure I created in XXXX when I created my XXXX and XXXX accounts and placed freezes on my credit. I was unable to gain access to my account, and was able to determine that someone had hacked the account and changed the email and cell phone number so I was unable to go through the usual protocol of resetting your password. I attempted to call Experian but had a VERY difficult time getting ahold of someone to assist me, but I finally did and was given a ticket number of XXXX XXXX XXXX and I was told that someone would call me with in XXXX hours, I was also told that I would receive an email with a link for me to upload the documents that I would use to prove my identity ( Social Security Card, Drivers License, and bank statement ). 

On XX/XX/XXXX, I received that email, and navigated to the Experian website uploader to upload the requested documents. 

I then waited over XXXX business hours and did not receive a call back. 

On XX/XX/XXXX I attempted to call the number I had been given and assured that it would connect me to a human, but it was the standard experian robotic operate who WILL NOT connect you to a human and even says " I understand that you would like to be connected to a representative, I can only connect you in certain circumstances '' and then you try a number of keywords to get yourself connected and eventually it terminates the call. But finally I was able to get through to someone in the Smart Money Checking account and I was able to escalate the call and I was told that someone would call me but they could not provide me with a timeframe in which to expect that call, but I was given a new case number XXXX. I have not heard back regarding either case number. 

Now XXXX weeks later, I again tried to speak with someone and have had no luck being connected to a person. When I get connected with someone in disputes and tell them that I would like to dispute information connected with my account they transfer me to " membership '' which is just the robotic operator that goes no where and eventually terminates the call, telling you to " call back later ''. 

Oddly enough when I try to reset my password and username with the experian system the email on file that the reset link is being sent to is listed as XXXX, which is unsettling to say the least. 

I also filed a report with IdentityTheft.gov and my FTC number is XXXX Also throughout my digging I was able to find that the fraudulent phone number used was XXXX and the fraudulent email address was 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