Consumer complaint received 2025-02-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem canceling credit monitoring or identify theft protection service
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
On XX/XX/XXXX I found out that somebody had tried to create a new credit card under my name with XX/XX/XXXXXXXX andXX/XX/XXXXXXXX needed a photo ID to approve the credit. However, a credit check was run when I wasn't even in the country. When I checked my FICO score I realized that it had dropped significantly. I immediately called XXXX XXXX and all 3 credit bureaus. 
Next, I asked Experian to put a fraud alert and freeze on my account because I couldn't get into the account I already created the year prior. At this point, I was getting more worried because all the security questions had been changed, the phone number had been changed and the email address on my account also had been changed. So much for protecting my security- apparently Experian allows just anybody to get access to my account as long as they open a XXXX XXXX account, and if they do that, you can forget about getting your account back. 
After some investigation, XXXX XXXX was able to reverse the credit check, but it is not XXXX ( 2 months later ) and Experian has still not given me access back into my account. 
It is impossible to get a hold of a live person at Experian, and when you magically manage to, it is not somebody on the login support team. I had to submit a ticket on the XX/XX/scrub>/24 and submitted all the documentation that I was asked to submit ( cover letter, description of my case, email and phone number, photo ID, Social Security card, etc. ). I got an email from the team on XXXX/XXXX/24 asking for another document, which I submitted in less than an hour. 
I got no response back, and no access to my account. I followed up via email and through the ticket web online portal 4 more times. I then called in again and after around 15 tries, I got ahold of someone at the beginning of XXXX. They let me know that they apparently put my entire case on hold on XXXX/XXXX/24 because they were waiting on my documents to be uploaded. I was baffled because I had already uploaded everything they had requested within LESS THAN AN HOUR since the request was made. 
Nevermind - I went ahead and did it again. They even let me know they were going to escalate the case for me since I was waiting so long. Lastly, they told me that because the person who had hacked my account had a " XXXX XXXX '' account, would make this harder for me to get my account back. So to be clear- they know that this is a hacker and just because they are getting paid by this person, they refuse to work with the real person ( me ) who should have access to the account. 
Meanwhile, its been a whole month and I still can not unfreeze my credit if I want to without having to call in and wait 4 hours and just hope I get somebody live ( which of course, I do not have the time for ). 

I followed up over email and through the portal a few more times and there are still no updates at all. It is now XX/XX/XXXX. I have called in 11 times today and waited on the phone about 35 minutes during the last call for an agent to no answer. I don't have the ability to wait any longer.

Not to mention, each time I try to tell the automated machine that I need somebody on the login team to help, it sends a password reset code to the hacker NOTIFYING THEM THAT SOMEONE IS TRYING TO GET INTO THE ACCOUNT.

Experian tells me that they have shut off access for anybody trying to get into the account but with the machine automatically sending reset codes to the hacker, I really doubt that's true.

I have done everything I possibly could to gain access back, but I am getting nothing back from Experian - no human to speak with, no updates and just a hacked, stolen account and SSN.

It has been 2 months now, I would really like an update but nothing at all.

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