Consumer complaint received 2025-04-16 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: CA

Complaint narrative:
My Experian credit profile has been locked since XX/XX/XXXX. I tried to fix the issue immediately and provided the necessary documents. Nothing was resolved and I became exhausted spending 1hr+ every other day with a rep and having to catch all of them up on what was going on since they don't take notes. I gave up and hoped that with time it would resolve itself. 3 years later and nothing has been fixed only this time I need me Experian to purchase a car. Knowing how the process works I provided all the documents and this time adding a return receipt to the package to make sure it was delivered. Triple checked all of the information making sure there was no typos to avoid any confusion and adding a tracking number as well. The package was sent out XX/XX/XXXX and delivered XX/XX/XXXX. I called Experian and talked to XXXX she was very professional and knew what was going on. She told me it was an issue with the current address, which it was. She asked when the items were sent and I told her. She then put me on hold and proceeded to ask me for my information ( home address and social ) and so I provided. XXXX  told me herself that it would take 24-72 hrs so I waited. Today is XX/XX/XXXX well past the 72 hr mark so I decided to cal. I waited 30 minutes to be connected to the right department and XXXX  answered. When I say this is the worst customer experience I've had I am not exaggerating. I approached in a very calm manner knowing that he is not issue. I explained the situation and almost immediately after being on hold for 30 minutes he tried to transfer me to a department that clearly wasn't the issue. I stopped him before he could and told him what was going on and in a very disturbed and nonchalant manner decided to listen. I filled him in the situation which again I always have to because there is no notes being taken. He proceeds to tell me that the files have not arrived. I told him I knew that was going to happen so I added a return receipt as proof and that I got it back with all the correct information and a signature accepting the package. In a very not excited voice " Sir this is a PO box so that receipt can not prove anything nor the signature '' I know that but it still proves that it was delivered to the PO box and signed by the mail box worker. I have a first and last name if needed. He clearly doesn't want to fix the issue as every solution I provide he chooses the contrary. XXXX  tells me that if it arrived it would've been processed by now it only takes no more than a day but we're way past that. So his solution is to send the documents again as if people have time and money to be doing that over and over again. I spend nearly {$35.00} sending these documents to make sure they arrived safely and securely. Through out the whole call I felt like I was just pleading my case instead of being helped. So the call ended in just waiting until tomorrow and calling again. At this point I've spent countless hours and dollars fixing this issue and don't see it being resolved. Customer service is usually very helpful and do the most with what they can but not on this occasion.

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