Consumer complaint received 2025-07-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I can not log in my Experian account and unfreeze my credit report in the Experian.

I tried many approaches and also contacted Experian by phone call and by sending in a Certified letter detailing the issue, but never got a reply and got the issue fixed.

Here are a few more details : XXXX. I have an Experian account under my email address at XXXX, which I used to freeze my credit report. The last time I lifted my frozen Credit report at Experian was on XX/XX/XXXX, and I returned it to frozen status again on XX/XX/XXXX. 

XXXX. Around XX/XX/XXXX, for several days, I tried to unfreeze my credit report at Experian, but found that I could no longer log in to my Experian account. Every time I logged in using my username ( email address XXXX ) and my password, the login site showed that The username or password you entered is incorrect. I then tried Sign in a different way at https : //usa.experian.com/login/expanded address, where I typed in my phone number ( XXXX ) and my Last 4 digits of SSN, On the following page, I then selected the option Text me at XXXX XXXX XXXX. 

XXXX. The Experian webpage then showed the Identity verification page, with the message that We sent a 6-digit verification code to XXXX XXXX XXXX on the screen. However, I never received the verification code on my phone number XXXX, despite dozens of tries over several days. 

XXXX. Out of desperation, I tried to create a new Experian account on the Experian webpage by typing in another email address I have, my mailing address, and my Last 4 digits of SSN. After I clicked the submission, it showed a window with the XXXX XXXX XXXX XXXX XXXX phone number and XXXXXXXX XXXXXXXX email, which do NOT belong to me at all. I never ever have the XXXX XXXX XXXX XXXX XXXX phone number and XXXX XXXX email in my life. I realized that my Experian account might be stolen. 

XXXX. I tried to register again using a third email, and it showed the same situation. 

XXXX many times before Monday XX/XX/XXXX, I spent hours calling Experian at XXXX and XXXX. After many tries and hours of waiting, I was able to reach a specialist named XXXX only once the Monday morning of XX/XX/XXXX. 

7. On the Monday morning of XX/XX/XXXX, after I reached a specialist named XXXX at Experian, I described to XXXX the situation. After listening briefly, he just gave me the number XXXX and asked me to call this number again, which I had already called many times, and then transferred me to the Membership department despite my protest. From there, I never connected to anyone and was never able to reach a specialist at Experian again. 

XXXX. As a last resort, on XX/XX/XXXX, I sent a certified mail to Experian, describing all the details and my contact number. A copy of the letter and the receipt was attached below. 

XXXX. But I never get any call back from Experian. They sent me a generic letter telling me to call or log in to the Experian, which I had already tried many times. 

XXXX Today, XX/XX/XXXX, two months after I sent the letter, I tried to log into Experian to unfreeze my credit report again and encountered the exact same issue again and again.

It is unbelievable that Experian is so irresponsible!

Because of this issue at Experian, I still can not proceed with the financial loan I have been trying to obtain.

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