Consumer complaint received 2025-12-25 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: NY

Complaint narrative:
I submitted a complaint to cfpb on XX/XX/XXXX re : Experian ( unable to reach a live agent ) # XXXX. My prior email was hacked in XXXX and subsequently I had to change my phone number. I was not able to notify Experian prior to changing my personal information. When I call Experian I can not be identified by their automated system because it does not have an updated email address or phone number. When Experian responded to my original complaint to cfpb, they wanted extensive personal information because they said they I reported that my identity was stolen when I did not. I requested a phone number for a live agent because all of my letters sent by certified mail went unanswered. As a result, I opened another complaint with cfpb on XX/XX/XXXX # XXXX ( failure to properly respond to an investigation ) and requested a phone number for a live agent at Experian. At the time I was also unable to unfreeze my credit to apply for a credit card because they were holding my credit XXXX. I received a letter from Experian with a phone number for a live agent, spoke with someone who was able to temporarily unfreeze my credit at my request but they were unable to update my personal information so that I could access my Experian account. I requested a supervisor and was told that none were available but I would receive a call back. I received a call back from an unknown phone number that would not accept return calls when I was at a doctors appointment the next day. A gentleman who did not identify himself as an employee of Experian said that he was a supervisor who could help me with my personal information left a message on my voice mail, but he did not leave a phone number that would accept incoming calls. My mother died in XXXX, that same month, and I became ill, so I did not call back immediately. In the meantime, a representative from cfpb called regarding my complaints and I voiced my displeasure. My complaints were closed. I recently tried calling the number that was provided to me by Experian so that I could speak to a live agent again and a live agent is not available at that phone number- the automated system wants to verify who I am with an email and phone number that are no longer valid. Im right back to where I started with my original complaint on XX/XX/XXXX. I want to unfreeze my credit temporarily and I cant because Experian is still holding my credit XXXX. I also still want to update my personal information so that I can access my Experian account and I still cant do that either. Its been almost two years now that Ive been unable to access my Experian account. You cant do anything in the financial world without Experian. And they do not have live agents available. Its more than unfair. It should be criminal that a financial agency has complete control over my credit file and has the ability to prevent me from accessing what belongs to me, yet they will allow other non-government agencies or anyone else who wants to review my credit history access to my credit file when I havent authorized it. Its hard to believe.

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