Consumer complaint received 2025-01-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Account opened without my consent or knowledge
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
In XXXX I attempted to make an online account with Experian. I found that an account was already created under my name and SSN fraudulently. I have spent the last XXXX months trying to get this resolved. This is preventing me from opening new credit applications, new loans and most importantly refinancing while also allowing someone else to use my name fraudulently. I have called over XXXX different times over the last XXXX months with little to no progress made. All the information I have is that my SSN and name was used to open the online credit managemnet account and that there is a " XXXX XXXX '' XXXX account created as well. Below is a log of interactions with Experian for case number XXXX XX/XX/XXXX I called and explained the issue to experian. I was asked to mail or Fax a my a copy of my license, proof of address and a letter with my case number describing what the issue was and how it should be corrected. I faxed the info immediately as I was told it was quicker than mail in. This took a multiple tries because I was given the wrong Fax number the XXXX time. 
XX/XX/XXXX I called to check on the status of my claim and they told me they received no documents and I should submit them online. This was not given to me an option the first time. I uploaded immediatly. 
XX/XX/XXXX I called to check on the status again and was told the claim was closed ( but not resloved ). They could not tell me why it was closed. 
XX/XX/XXXX called again. Case closed again. Was told they needed my SSN card copy which was new information to me. I submitted this online immediately. 
XX/XX/XXXX called again, no progress made. They escalated the case. Was told XXXX hours would be resolved possibly XXXX due to holiday. 
XXXX Was told case was closed. " Account already exists and can not create a new one. '' Informed them that's not what I need and the letter I submitted stated that. I was hung up on. I contacted the BBB. 
XXXX Called again. Was given a new number for the fraud department ( whom I had already spoken with multiple times before ) and transfered to them by the membership department. XXXX departmnet told me nothing could be done until the savings account associated with my name was deleted by the membership department. Membership told me they could not do anything until the XXXX  department reviewd and updated my information. 
XX/XX/XXXX Called again, no update given. Was told there is no timeline. 

As you can see the staff are not coordinated and all give different information showing they are unorganized. As mentioned I have called over XXXX times and I have had probably XXXX different conversations showing there is no consistancey to their agency. Additionally, I have to go through an automated phone system for multiple minutes everytime to reach a person to help me. I have frequently been hung up on and/or transfered to an automated system that hangs up on me.

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