Consumer complaint received 2025-08-07 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: NJ

Complaint narrative:
Hello. I hope this email finds you well. Initially, this report was going to be focused on XXXX XXXX, however, it seems as other credit reporting agencies that include XXXX  and Experian are giving consumers a hard time accessing their information. 

I have been dealing with an ongoing discrepancy which lead me to contacting the XXXX XXXX XXXX for further escalation. Earlier this year, I was able to access my account consistently. Towards the end of XXXX, I started having problems trying to log into my account. 

Issue # 1 : I attempted to login and was told that my login information was incorrect even though the information used is what has been used for ATLEAST three months before this happened. I tried 4 passwords, two of which have been most recently associated with the account. The one used most recently worked but then I was lead to the phone number screen to authenticate I am who I am. This then lead to updating the old phone number to my current one. I was then sent a code verification text to my current number. I used entered it where asked and was told to contact customer service because I could not be verified, BUT PASSWORD WAS CHANGED. 

Issue # 2 : I attempted to use the extended login option that consists of entering more personal information like my social security number and birthday. It then lead me to the option to change/update my password, again. I redid this as previous, entering a different password. It said that the password change was successful. I then proceeded back to the main login screen and was yet again met by the same discrepancies. 

Issue # 3 : I reached out to customer service via online. They asked me to give information about what I was experiencing and tried to troubleshoot before leading me to XXXX to use the third party system to verify who I am. I entered my information and uploaded my identification ( which XXXX XXXX has on file ) and there was constant error in that portion of the upload process. Even restarting the process of refreshing did not help. I mentioned this to the customer service department, as I had tried this numerous times with no success. They instead kept pushing me to try again instead of seeing what on their software was causing the error. 

All these events are what lead me to contacting BBB being that this agency has my private information and I am completely unaware of what it is being used for, whether its accurate, if I have become a victim of identity theft ( again ) etc. 

OTHER INFORMATION ( XXXX  and Experian ) : The last time I used these institutions were between XXXX. Meaning they were closed and there should not be an account or information associated with me still listed as a current user. 

XXXX : I attempted to create an account to get a free credit report being that there has been no resolve with the XXXX XXXX issue. I entered my email as well as current phone number. The sent a verification code to my current number which I then entered in the specified area. After, the next screen specified that the information was incorrect or could not be verified while adding that I only had one more attempt to try before I was locked out. As I said, there should be no account with my information within this agency. 

EXPERIAN : Being that I have been having trouble with XXXX XXXX and was unable to create a XXXX  account, I tried to create one within Experian. After entering my information, the next page also asked me to verify who I am. Everything listed was a phone number and email that hasnt been used since the specified time XXXX. Please also note that the XXXX email account associated with this account was also closed/deleted during that time period as well.

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