Consumer complaint received 2024-10-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: MA

Complaint narrative:
Hi, In XX/XX/XXXX, I created an account with Experian to freeze my credit/ create a fraud alert due to an ID theft issue. On XX/XX/XXXX, my account was hacked. The hacker changed my email and phone # to their own without any XXXX confirmation to me & changed the password, effectively disabling me from using my account. They created a checking account as well. 

Upon calling Experian, it takes XXXX minutes to get past an automated AI menu. When finally speaking with customer support teams ( based outside of the US ), there is a significant language barrier and each rep provides differing information. They eventually told me the only way to get the hacker out of my account is to send copies of my SSN, license, and billing statement to their office in TX. I asked if they could at least change my email to remove the hacker in the meantime, and they said no. I have no reason to believe Experians reps have been trained on the urgency of cybersecurity and ID theft ; which is a massive fail. 

Note : XXXX person on XX/XX/XXXX told me theyd change my phone number to at least get the person out of my account, and that Id get a call from Experian in XXXX hours. But it is XXXX and I have not received a call. I am still locked out as of XXXX. 

I paid to have those personal docs sent via 2-day classified mail ( {$30.00} ) to the XXXX XXXX Experian provided ( another insecure practice as these docs are sent to a XXXX XXXX XXXX an Experian-XXXX XXXX ). I called once the tracking data said it had arrived, and Experian told me it would take 7-14 business days to even confirm they received the package. 7-14 business days for a credit account being hacked is absolutely unacceptable and infuriating. I have been hung up with over the phone ; Ive followed up over email XXXX and even emailed the executive team no reply other than an automated this will take 7-14 days email.

On top of getting this hacker out of my account ( which has all of my credit info & personally identifiable info ), I just want peace of mind that my documents have actually arrived since those could end up in the wrong hands and ruin my financial life. You would assume an ID theft protection company would empathize with that need. Experian refuses to give me this information or provide any sort of closure/comfort. 

It should not take this long with XXXX empathy from customer support to solve this problem. We need our XXXX credit bureaus to protect us, not create more credit problems for us. Ive never been more disappointed with a company than Ive been with Experian. Experian has allowed this person into my account since XX/XX/XXXX and are responsible for whatever damage comes of this. 

Additionally, Experian only requires you to call with your SSN & zip code to unfreeze credit. I fear I will be constantly playing whack a mole with this hacker since he/she now has access to this info since Experian will not get them out of my account. 

This is not my XXXX getting hacked. This is my credit account which houses the keys to my financial future. Experians customers deserve security, urgency, compassion, and answers at a bare MINIMUM and Experian needs to be held responsible for the horrific near-monopoly they hold within the industry.

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