Consumer complaint received 2024-09-27 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: OR

Complaint narrative:
On XX/XX/XXXX I became aware that my identity had been stolen and someone had opened up several credit cards in my name since XX/XX/XXXXXXXX XXXX The XXXX XXXX was opened fraudulently with some of my information in XX/XX/XXXX and has a balance of around {$4700.00} of fraudulent charges. The person used a false phone number and email address to open the account and they used one of my past addresses that I lived at 15 years ago. I have filed a police report and FTC report and sent these documents to XXXX by mail on XX/XX/XXXX. The police report confirms my identity and that the information used to open the account was false. I first contacted XXXX on XX/XX/XXXX and spoke with a person named XXXX. I was informed that they could not help me because I could not provide the phone number and address used to open the account. When I told them it was because it was fraudulent they still said there was nothing they could do. So I investigated with the other cards opened and found one of them used one of my past addresses and others had used a false address in XXXX. I live in XXXX. So I called back the following day and attempted to figure out what address was used. The past XXXX address that I lived at 15 years ago was the address used to open the account. XXXX then told me there was nothing they could do they would only communicate with the bureau and would not cancel the credit card. I had already filed disputes with XXXX XXXX, XXXX and Experian. Upon getting the results of my disputes, XXXX XXXX, XXXX and Experian removed all fraudulent activity and accounts and addresses, phone numbers and email addresses from my report. A few days later I was notified by Experian that XXXX put the fraudulent account back on my Experian report claiming it was opened legitimately. I called Experian and they said I could dispute it again but I needed to work with XXXX to get them to acknowledge it was fraud and remove it from my credit report and cancel the card. I called XXXX on XX/XX/XXXX and spoke with XXXX. She informed me there was nothing else to be done. I asked to speak with the fraud department and she said there wasnt a fraud department for me to speak with they didnt handle calls. She also told me they had not received my reports I had mailed on XX/XX/XXXX. So I asked her again for the address to make sure I had it correct which I did. She provided me an email address to email my police report to. I emailed my police report that day but the spelling given to me by XXXX was incorrect so the email was returned. The next day, XX/XX/XXXX I called again and repeated my story to a woman named XXXX. She clarified the spelling of the email address and I sent it to the correct address. I also once again mailed copies of my Federal Trade Commission Identity Theft Report and Police Report XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX. XXXX also said she was making extensive notes about my case to hopefully get some resolution for me. She was the only person who seemed somewhat sympathetic to my situation and tried to help me. On XX/XX/XXXX I received the results of my second dispute with Experian that the credit card remained on my report. I then called XXXX again on XX/XX/XXXX and spoke with XXXX. He informed me there was nothing to be done that the credit card had been opened legitimately and they would only communicate with the bureau. I told him the credit card had not been opened legitimately since it was not my phone number, email address or current address used. He said there was nothing to be done. I called Experian the same day and they informed me I could file another dispute but it was up to the credit card company to remove the card. I called XXXX again on XX/XX/XXXX and spoke with XXXX and he also said there was nothing to be done that it was legitimate. I then informed him I would be filing a report with the Consumer Financial Protection Bureau because they were not helping me resolve the fraud and identity theft that was causing emotional damage and damage to my excellent credit.

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