Consumer complaint received 2024-05-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
I am the mother and legal guardian of XXXX minor children. I wrote to Experian on XX/XX/2024 for 2 reasons : ( 1 ) to determine whether an Experian credit report exists for one or both of my minor children ( if a report exists, it is an indicator of fraud/identity theft and I would need to dispute any fraudulent information on my children 's behalf ) ; and ( 2 ) to place a security freeze on both of my children 's credit report and file with Experian as a preventive measure. 

I mailed all the required documents to Experian on XX/XX/XXXX ( copies of my children 's Social Security Cards ; copies of my childrens birth certificates ; a copy of my drivers license ; a recent utility bill with the same address as of that on my drivers license ). I sent my XX/XX/2024 letters to Experian via certified mail to the specified address ( XXXX XXXX  XXXX ; XXXX, TX XXXX ). The U.S. Postal Service confirmed the letters were delivered to Experian on XX/XX/2024. 

I sent the same requests and documents to XXXX and XXXX -- those 2 agencies promptly responded in writing to my requests. Experian, in contrast, has taken no action. 

As of XX/XX/2024, I had received NO WRITTEN COMMUNICATION FROM EXPERIAN about my XX/XX/XXXX requests. Therefore, I called Experian on XX/XX/2024. At that time, I spoke with an Experian employee named XXXX in Special Services. XXXX confirmed that Experian processed and received all the aforementioned and required documents for both my children as of XX/XX/2024. XXXX would not provide verbal confirmation about whether a credit file exists for my children which in such case would obviously be an indicator of identity theft fraud. XXXX also refused to verbally tell me if Experian has complied with its legal obligation to place a security freeze on my childrens credit files. 

On XX/XX/2024, I also spoke with an Experian employee named XXXX who claimed to be a supervisor in the Fraud Department. XXXX also refused to provide verbal confirmation as to whether a credit report and file exists for my children and/or whether Experian has frozen their Experian credit file. XXXX provided me with a Case Number ( # XXXX ) and assured me that she would personally ensure that I receive prompt written confirmation by mail in response to my previous requests. I still have received nothing from Experian as of this submission on XX/XX/2024. 

Following my calls with XXXX and XXXX, out of an abundance of caution, I mailed a repeat request with additional copies of required documents to Experian on XX/XX/2024. This request was also sent by certified mail. As of today, XX/XX/2024, I have still heard nothing from Experian. 

I have spent hours on the phone with Experian, but no one will help me or provide any information. When I am able to speak with a human being at Experian, I am told to mail in the documents again, but I have done that already -- TWICE -- and I know the U.S. Postal Service delivered the letters and documents to Experian based on certified mail tracking and the representations of XXXX on XX/XX/2024. 

My understanding is that Experian has a legal obligation to : ( 1 ) provide me with the requested information about whether a credit file exists for either of my children ( and, if so, provide me with a copy so that I may dispute fraudulent information ) ; ( 2 ) activate a security freeze for both of my children on their Experian credit file ; and ( 3 ) notify me in writing that the security freezes are in place.

Further, my understanding is that federal law requires Experian to place a security freeze no later than 3 business days after the request is received and to send me written confirmation no later than 5 business days after the security freeze is placed. 

I do not know what to do. Experian already has the required documents in its possession and has had them loaded into the system since XX/XX/XXXX. I have done all that is required of me. As I stated above, XXXX and XXXX both promptly complied with my requests. Experian is like a black hole. Please help me. I have thorough notes and documentation.

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