Consumer complaint received 2024-11-24 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: MN

Complaint narrative:
Dates are going to be hard to supply because I have been attempting to resolve this issue for months. 

Around 2 to 3 months ago, I decided to freeze my credit reports with all 3 credit bureaus due to a recent widespread leak of sensitive information. While trying to freeze my Experian credit report, an error prevented me from finishing account creation, but the freeze went through. 

Eventually, I wanted to unfreeze my report to apply for a credit card. After logging into my Experian account, I was brought to a web-page that told me I needed to request a credit report in order to finish my account registration. There were no other options to proceed after logging in. After supplying my social Security number again, the site informed me that I had encountered an irrecoverable error, and that I would need to call them for assistance. I called that phone number and was greeted by an Automated System. When I tried to explain my error, the only assistance the system offered me was a link to sites where I could reset my username and password, or to mail the same instructions. I specifically asked for a customer service rep because I figured this was an uncommon error that would need special attention, but the automated system explicitly refused to allow me to speak to a human representative. 

Since then, I have tried logging in on the app. A similar thing happens. The app tells me to finish creating my account. After supplying my birthday and social security number, the app tells me that an unknown error is preventing me from logging in, and provides a different phone number to call. This phone number also brings me to the automated system that will not bring me to a human, and can only offer me links to reset my password and username. 

I have tried logging into this portal well over 30 times since this first happened. I have likely called Experian over 50 times. Each time I am brought to the same automated system that can not help me. I have tried every option I can think of to try to resolve my issue with the automated system, including asking the system what I can request, insulting the system, arguing with it for several minutes, and so on. Sometimes the system just hangs up on me. In these attempts to contact Experian, I have also attempted to remove my freeze, which the automated system phone can not do without a PIN, which I do not recall ever setting, nor do I recall being sent a PIN. I have tried using an alternate login system on their site that involves entering a phone number and the last 4 digits of my SSN. A text or phone call is supposed to arrive at my phone giving me a verification code to log in, but this system does not send a code to my phone. I have tried resolving this on multiple computers and browsers. 

As it stands, I am entirely unable to access my credit report with no resolution.

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