Consumer complaint received 2025-12-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Experian Information Solutions Inc.
State: WA

Complaint narrative:
PROBLEM WITH COMMUNICATING TO A HUMAN AT EXPERIAN On or around XX/XX/XXXX a hacker got my XXXX password and email address in a data breach. The hacker visited many websites and attempted to logon with that password and email. Several purchases were made and charged to the credit card or bank account that was linked to that website. For example on XX/XX/XXXX {$490.00} was charged at XXXX XXXX through an online order. I alerted my bank, XXXX XXXX XXXX XXXX XXXX to the fraud and they reported it to the credit agencies and refunded my fraud charges. Then the hackers moved on to applying for credit cards, loans, etc. I was alerted when I started to receive letters asking for " additional information because my application was incomplete. '' Most applications were lacking my social security number. XXXX such was XXXX XXXX. I contacted several banks and alerted them to cancel the credit application because it was fraud. 

I also logged on to XXXX XXXX XXXX and froze my credit. I attempted to logon to Experian and found my logon info would not work. I attempted to use their automated reset systems to gain access, but it was obvious the hacker had accessed my account and changed the associated email and phone. All resets simply alerted the hacker that I was trying to get into my account. I could not find an Experian phone number that would access a human. I continued to attempt to get into contact with Experian every few weeks. Eventually I was able to use XXXX of their automated systems to freeze my credit, but I could still not access my account. 

I have recently attempted to get a mortgage loan about XX/XX/XXXX. The broker could not pull my credit because of the freezes. I dropped the freeze on XXXX XXXX XXXX but could not on Experian. Again I started trying to get to a human. My broker gave me a new Experian phone number to try. I did speak to a human, who transferred me to another, but both were obviously very inexperienced and told me they had no power to change anything. For that reason, I am blocked from moving forward with a home loan. About XX/XX/XXXX, I located an automated Experian credit system to dispute erroneous charges. In desperation, I uploaded documents to prove my identity, along with a letter requesting help to gain access to my own Experian account. I have received no contact from them with the exception that now Experian is spamming me with email offers. 

In addition, just today I received another credit application from XXXX XXXX asking for more data. I reported the fraud to them and they confirmed that the hacker now has my birthdate and social security number - obviously from my Experian account. 

I previously filed a complaint with the FTC but have receive no action from that. I desperately need someone to force Experian to give me access to my own information and block the hacker from using my data.

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