Consumer complaint received 2025-08-05 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: VT

Complaint narrative:
I am writing to formally file a complaint regarding a serious case of identity theft and unauthorized use of my personal information with Experian, one of the three major credit reporting agencies. 

An individual has fraudulently established an Experian online account on XX/XX/year> to access my personal information using an email address of XXXX and phone number of XXXX. In furtherance of opening the account this imposter used my stolen identification including my date of birth, home address and social security number. Neither the email or the phone number are mine. However, the email address and phone number used for recovery of username and password by Experian is an email for opposing party in a litigation matter involving me. In short, Experian 's systems and procedures allow anyone with enough relevant personal information to open an account for an individual unbeknownst to that person. Further, once that person learns of the imposter and attempts to stop the imposter 's access to the account and gain control over the account personally, Experian has no adequate verification procedures to rectify the unauthorized account opening. 

Prior to opening the account in my name, this person continuously ran credit reports to access and monitor my personal financial data without my authorization through Experian. According to Experian, my credit information has been accessed XXXX times in the past year through this unauthorized account. 

According to Experian, my credit information has been accessed XXXX times in the past year through this unauthorized account. Despite notifying Experian of the identity theft, I have been informed that I can not change the email address or password associated with the fraudulent account. They explained that any reset links would be sent to the email address controlled by the imposter essentially allowing the unauthorized individual continued access to my personal credit data. 

This situation presents ongoing harm and a significant risk of further misuse of my personal information. Experian 's failure to adequately address the issue or provide a secure method for me to reclaim control of my credit file has left me with no recourse to protect myself. 
I am requesting the CFPB to : 1. Investigate Experians handling of this identity theft case.

2. Require Experian to immediately disable the fraudulent account.

3. Allow me to reclaim secure access to my Experian credit file. 
4. Ensure my credit report is not further accessed or shared without my explicit consent. 
5. Provide me or any inquiring law enforcement officers with a list of IP addresses used to access my personal data and all such other information, as maybe requested at a later time, so that I can further a criminal complaint against the offending person. 

In addition, I have received information that this imposter attempted to open accounts and/or order reports from MyFICO. MyFICO refused access to the imposter and was able to provide me with documentation of the attempt breach using the following : ISP host name address : XXXX which is associated with XXXX XXXX University located in New York and email address of XXXX. I have documentation to support my claims and am willing to provide additional information as needed. 

Thank you for your time and attention to this urgent matter.

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