Consumer complaint received 2025-01-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I am filing this complaint to formally address a serious security concern involving Experians handling of my personal information. While attempting to create an account with Experian, I discovered that an account already exists under my Social Security number and other personal detailsone I did not create. This raises concerns about potential identity theft or misuse of my sensitive information. 

Here is what occurred : Upon entering my Social Security number and date of birth during account creation, I received a message stating, " It looks like you already have an account with the information provided. '' I then selected the " Forgot Username '' option, entered my Social Security number and date of birth, and received a message stating, " We have sent your username to the following email address : XXXX. '' To my knowledge, I have never created an account using an email beginning with " XXXX. '' Initially, the system indicated the email ended with XXXX, '' but it now states it ends with XXXX, '' which is even more concerning. This discrepancy suggests potential impersonation or misuse of my information tied to Experians platform. 

On XX/XX/XXXX, I reported this issue to Experian via phone and was assigned case number XXXX. During that call, I provided my email address to facilitate further communication. However, when I followed up on XX/XX/XXXX, I was informed that an email was sent to me on XX/XX/XXXX requesting XXXX email I never received. This failure in communication only adds to my concern about Experians handling of this matter. 

This situation is a clear violation of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681b, which governs permissible purposes for obtaining and using a consumer 's personal information. Furthermore, Experians apparent lack of robust internal controls to prevent unauthorized account creation violates 15 U.S.C. 1681e ( b ), which requires consumer reporting agencies to maintain maximum possible accuracy and security of consumer data. Additionally, Experians failure to investigate my report thoroughly contravenes 15 U.S.C. 1681i ( a ), which mandates a reasonable investigation upon receiving a dispute or concern regarding inaccurate or potentially fraudulent information. 

To support my request and verify my identity to them, I have sent include the following documents : A copy of my most recent utility bill A copy of my verification of insurance for my vehicle ( since my drivers license does not reflect my current address, I have included my insurance verification as additional proof of address ) A copy of the front and back of my drivers license A copy of the front and back of my Social Security card Additionally, I am providing XXXX email addresses and a phone number for further communication : XXXX XXXX  Phone : XXXX  ( if I do not answer, please leave a voicemail ). 

This matter is of utmost importance to me, as I have been involved in previous data breaches and can not afford to have someone misusing my information to create fraudulent accounts.

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