Consumer complaint received 2025-03-15 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: CA

Complaint narrative:
Ive been the victim of identity theft since XX/XX/XXXX when my mail was stolen, and an account was fraudulently created using my information on Experians website. That Experian account has since been used to get a credit report that included a trove of personal information that the scammer has used to attempt to withdraw funds from my bank account. 

When my bank contacted me on XX/XX/XXXX, letting me know that someone posing as me was attempting to withdraw funds, I tried to freeze my credit and issue fraud alerts at the XXXX credit reporting agencies ( XXXX, XXXX, Experian ). While I was able to sign up for XXXX and XXXX accounts online with no issues, when I attempted to sign up for Experian, their system said I already had an account. When I attempted to reset my password, I saw a partially obscured email address and telephone number as options to verify my identity. 

I didnt recognize the number or the email, but they matched the scammers phone number and email that my bank told me the scammer had used to try and withdraw funds. When I called Experian and tried to reset the password again, the automated system confirmed the scammers full email address. 

I was able to freeze my credit at least with Experian through the automated phone system, but unfortunately, after trying to call Experians main telephone line over and over again, I couldnt actually get anyone on the phone who could help me get the fraudulent account deleted. I was mostly forced into endless automated prompts that never led to talking to a real person or would just hang up on me. 

I had to scrape around the internet looking for some other number I could use to talk to a real person at Experian. Even when I finally found someone who I could talk to using a corporate client number after hours of trying, they pointed me towards the Experian Membership department because they said they did not have the ability to change membership information themselves. I tried calling the number they provided me, but no matter what option I chose, I could not get a real person or find an option for my situation. I tried using their automated phone service in any way I could think of, but nothing worked. I called the corporate client number again, but they still could not help me delete the fraudulent Experian account. 

After trying and trying to get someone on the phone who could help me, I sent a letter to Experian on XX/XX/XXXX to try to close the fraudulent online account. Based on the tracking data, I know they received the letter on XX/XX/XXXX, but I have not received a response. 

The only response I have received is a letter today, XX/XX/XXXX, that I got from Experian that says that the freeze on my credit has been lifted? I definitely didnt request that my credit be unfrozen, so the scammer may be trying to reverse the freeze on my account using the fraudulent online account. 

The scammer continues to use this Experian account to wreak havoc on my life and credit, and I need the online account shut down. However, no matter how I try to contact Experian, they appear unable to help me. I hope that the CFPB can.

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