Consumer complaint received 2025-10-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Problem getting your free annual credit report
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
This access accommodation issue began back on XX/XX/year>. The day began with an objective to obtain digital copies of my credit reports from the three major credit reporting agencies, and subsequently freeze my credit. I successfully completed the process in just minutes for two of the credit agencies, but encountered an impasse with Experian. To ostensibly verify my identity, and complete the necessary registration, the Experian website sent a link to my phone and prompted me to follow the instructions in the link. Unfortunately, I am XXXX with a phone that serves most of my particular needs, however I am unable to download additional applications or activate embedded links. My request for an accommodation to alternatively complete the Experian identity verification process resulted in the ensuing months of unexplained inaction and delay. 

Because I was unable to find an alternative for the Experian requirement to activate their text link, I reached out by email to XXXX XXXX for help with an alternative accommodation on XX/XX/year>. However, after days without a response from XXXX, I sent the same accommodation request by email on XX/XX/year> to XXXX XXXX. Subsequently, on XX/XX/year> I received a phone call from XXXX XXXX. XXXX attempted to register me during our phone conversation, but encountered problems that were not fully conveyed to me. Nonetheless, XXXX committed to research the problem and get back to me. For reasons unknown, XXXX did not get back to me. I made numerous follow up calls to XXXX, however he had no status updates, and could only say that someone was working on the problem. 

After a seemingly interminable period of inaction, on XX/XX/year> I sent another email to XXXX XXXX. I explained that it had been XXXX  days since I first requested his help with an accommodation. I thanked him for his help thus far, but lamented that the problem was not yet resolved. Accordingly, I asked for his further involvement in an effort to expedite a resolution. The next day, on XX/XX/year> I received a voicemail from XXXX XXXX requesting XXXX documents to verify my identity. I immediately transmitted the requested documents to XXXX, and followed up to verify the documents had been received. Much to my dismay, another XXXX  days passed after submitting the requested identity verification documents, and I still had no status update or resolution. 

On XX/XX/year> I sent my third updated appeal for help to XXXX XXXX. To date, I have received nothing more from anyone at Experian. An accommodation for access to ones credit report has to be a reasonable request to a credit reporting agency. The interminable delay without explanation that I have been subjected to is unacceptable. Im asking for the immediate attention of all necessary resources to expeditiously service my request for a digital copy of my credit report, and a subsequent lock on my 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