Consumer complaint received 2025-07-17 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Identity theft protection or other monitoring services — Didn't receive services that were advertised
Company: Experian Information Solutions Inc.
State: IN

Complaint narrative:
I am submitting this complaint to formally report Experian and XXXX for repeated negligence, mishandling of identity theft claims, and failure to provide the services and protection I have paid for since XXXX under their identity theft protection and insurance programs. Despite paying for coverage, I have received no meaningful support during numerous incidents of identity theft and business sabotage that have upended my personal and professional life. 
Background and Identity Theft XXXX : I have experienced ongoing identity theft and fraud since at least XXXX, during which : My business records were tampered with, and my business, was sabotaged and ultimately destroyed. 

Forged leases and fraudulent documents were created and are now the subject of current litigation, which I am actively pursuing and will be reporting to law enforcement within the week. Ive decided to file formal criminal charges on the individuals Im up against. 

I have received multiple collections, judgments, and credit impacts related to fraudulent activity and contracts I never signed or agreed to. 

My banking information, EIN, and social security number were used improperly, without my authorization Emails and communication records have been compromised, and I am still struggling to gain access to key digital assets and accounts that were taken over. 

Experians and XXXX  Negligence Despite being enrolled in Experian IdentityWorks Premium ( or similar top-tier protection ) since XXXX, I received no protection or assistance when these events occurred. 
Specifically : I attempted to file identity theft claims multiple times, only to be transferred endlessly between departments and ultimately ignored. 
My calls went unreturned, scheduled appointments were missed by Experian representatives, and my case was never properly investigated. 
When I finally filed a claim with Experians insurance provider through the CFPB complaint process, I was assigned a claims adjuster who : Refused to speak with me on the phone. 

Would not respond to my emails. 

Denied my initial claim without a full investigation. 

Denied my appeal without follow-up questions or evidence review. 

I requested assistance with : Attorney costs related to identity theft litigation. 

Recovery of my business documents and legal expenses. 

Help reporting and documenting the identity theft events. 

Support for ongoing retaliation and harassment linked to the identity theft. 

All of these were ignored or summarily denied. 
Ongoing Harm This has caused irreparable damage to my : Business credit and reputation. 

Personal financial health, including ruined credit. 

Ability to obtain housing, legal help, and services. 

XXXX health, due to prolonged gaslighting, neglect, and financial ruin while Experian stood by. 
I have continued to pay for protection, while receiving no advocacy, no financial reimbursement, and no investigation. This is a breach of duty, and I believe Experian and XXXX have engaged in deceptive trade practices by advertising coverage and services it refuses to deliver when actually needed

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