Consumer complaint received 2025-08-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
Dear CFPB Investigator, I am submitting this complaint against Experian Information Solutions , Inc. for violating my rights under the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). 

On XX/XX/year>, I contacted Experian multiple times to remove a credit freeze from my file. I first spoke with XXXX in Experian 's Legal Department. I verified my identity with my personal information ; however, XXXX stated I " did not pass verification '' and claimed I had a PIN that I was required to provide. I gave the only two PIN numbers I have ever used, but he stated they were incorrect. He then refused to give me any further assistance and told me to contact the " Membership Department. '' When I spoke with XXXX from the Membership Dept, he also demanded a PIN. I informed him that I had filed an identity Theft Report with the FTC and that my credit file may contain inaccurate or fraudulent information. XXXX refused to acknowledge my FTC identity theft filing, dismissed my concerns, and informed me that my membership was cancelled and that I would need to " call back in 72 hours. '' As of today, my credit file remains frozen, Experian continues to hold inaccurate or fraudulent data on my credit report, and thy have failed to comply with federal law in handling my identity theft claim.

Violations of the Law : 1. FCRA Dear CFPB Investigator, I am submitting this complaint against Experian Information Solutions , Inc. for violating my rights under the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). 

On XX/XX/year>, I contacted Experian multiple times to remove a credit freeze from my file. I first spoke with XXXX in Experian 's Legal Department. I verified my identity with my personal information ; however, XXXX stated I " did not pass verification '' and claimed I had a PIN that I was required to provide. I gave the only two PIN numbers I have ever used, but he stated they were incorrect. He then refused to give me any further assistance and told me to contact the " Membership Department. '' When I spoke with XXXX from the Membership Dept, he also demanded a PIN. I informed him that I had filed an identity Theft Report with the FTC and that my credit file may contain inaccurate or fraudulent information. XXXX refused to acknowledge my FTC identity theft filing, dismissed my concerns, and informed me that my membership was cancelled and that I would need to " call back in 72 hours. '' As of today, my credit file remains frozen, Experian continues to hold inaccurate or fraudulent data on my credit report, and thy have failed to comply with federal law in handling my identity theft claim.

Violations of the Law : 1. FCRA Dear CFPB Investigator, I am submitting this complaint against Experian Information Solutions , Inc. for violating my rights under the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). 

On XX/XX/year>, I contacted Experian multiple times to remove a credit freeze from my file. I first spoke with XXXX in Experian 's Legal Department. I verified my identity with my personal information ; however, XXXX stated I " did not pass verification '' and claimed I had a PIN that I was required to provide. I gave the only two PIN numbers I have ever used, but he stated they were incorrect. He then refused to give me any further assistance and told me to contact the " Membership Department. '' When I spoke with XXXX from the Membership Dept, he also demanded a PIN. I informed him that I had filed an identity Theft Report with the FTC and that my credit file may contain inaccurate or fraudulent information. XXXX refused to acknowledge my FTC identity theft filing, dismissed my concerns, and informed me that my membership was cancelled and that I would need to " call back in 72 hours. '' As of today, my credit file remains frozen, Experian continues to hold inaccurate or fraudulent data on my credit report, and thy have failed to comply with federal law in handling my identity theft claim.

utr Violations of the Law : 1. FCRA 605B ( 15 U.S.C. 1681c-2 ) - Failure to block information resulting from identity theft within 4 business days after receiving appropriate proof, including an
FTC Identity Theft Report.

2. FCRA 609 ( e ) ( 15 U.S.C. 1681g ( e ) ) - Failure to provide information to victims of identity theft regarding fraudulent accounts or transactions.

3. FCRA 611 ( 15 U.S.C. 1681i ) -Failure to conduct a reasonable reinvestigation of disputed information.

4. FCRA 610 ( 15 U.S.C. 1681h ) - Improper refusal to provide disclosures based on unverifiable PIN requirements despite other valid proof of identity.

5. FDCPA 807 ( 15 U.S.C. 1692e ) - Use of false, deceptive, or misleading representation in connection with the collection or reporting of debt.

6. FDCPA 805 ( 15 U.S.C. 1692c ) - Failure to communicate with the consumer in a manner that allows for resolution without unnecessary harassment or delay.

Due to Experian 's actions, I am unable to remove my credit freeze, correct my credit file, or addressfraudulent information related to identity theft.This is causing me financial harm and preventing me fromaccessing necessary credit.

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