Consumer complaint received 2025-06-27 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: CA

Complaint narrative:
I simply want my online account permanently deleted from their website due to privacy and security issues as Experian are rife with vulnerabilities. I am aware they will retain my data that is legally required and that my credit file will still exist. 

I first tried to accomplish deletion through Experian, but could not find an option to delete despite their own FAQ and many articles claiming the process is as easy as clicking a link through your account settings. I read through many other forums and XXXX searches only to find a bunch of other people having the same issue. 

My first contact with them was through a customer support email I found online. On XX/XX/XXXX, a rep from XXXX replied and told me to contact the US sector, but there is no way to contact them other than to call. The phone line will send you in an endless loop or just direct you to the website to delete, again, where there is no actual option ( it seems they removed it during some recent website update ). 

On XX/XX/XXXX, I went through Experian 's privacy policy and found an email they said to message with privacy concerns. I emailed them with the message, " Hi, my name is ______. Pursuant to the California Consumer Privacy Act ( CCPA ), XXXX. XXXX. Code XXXX et seq. I want my account and all associated data to be permanently deleted from all of your products and services. Please inform me of when this will be completed. Thank you! '' They emailed back later that day and said, " Dear Consumer, Experian has received your privacy related request. Data deletion requests require identity verification using option XXXX or XXXX listed below. To address your specific request appropriately, we ask that you either : Contact Experian directly for assistance at XXXX. 
Or Submit a request through our online portal here. This portal ensures that your request is accurately associated with your unique record and ensures the security of your data. 
Or Request an opt-out by responding to this email with the following information. This will prevent your personal information from being sold or shared..... '' etc. 

I chose the second option, filled out their data deletion request form, and got a confirmation email. This morning, XX/XX/XXXX, I received another email : " Dear _______, We have finished processing your personal data management request for case number XXXX. 
You can view the status of your request and view or download a copy of your data by following the link below. To keep your data secure, you will be asked to verify your identity again. 
Click here to view the status of your request, and view or download a copy of your data. '' Upon clicking the link to view the status, there was this message : " Delete Personal Data Case Number XXXX Submitted on XX/XX/year> In Progress-To be completed by XX/XX/year> Experian does not have any of your data that is subject to deletion. Your request for deletion has been processed and is now closed. If you would like to make another request to opt-out please do so by selecting the " Make a new request '' button on the right. '' And that's it. There is no way to submit another request until XXXX days has passed since the first XXXX. They are stating they can't delete anything when that clearly isn't true. I've closed my online accounts for both of the other credit reporting websites with no issue, and it is clear they are just using this scummy excuse to not delete people 's accounts. I am far from the only person upset from this and trying to find a solution online. I just want the online account closed, nothing more.

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