Consumer complaint received 2025-08-28 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: FL

Complaint narrative:
This concerns Experian. I placed a credit freeze on my account approx. 1 year ago. I am applying for a 0 % /No Payments X 12 months loan to cover a home improvement project. The finance company indicated my Experian account was frozen. I attempted to contact Experian via telephone to unfreeze my account. Their robot answering service put me into a circular loop whereby no answer was forthcoming and they denied connection with a human agent. Many attempts to log onto their website failed due to what Experian claimed was a user name/password discrepancy. Alternately, at Experian 's request, logging on via phone # /SSN also failed. My wife attempted to log on using her own user name and PW ; her attempts were also rejected. I accessed my OPM ID account which allowed me to unlock my Experian credit account. The next day I received an email from Experian and I was able to log in using the SAME USER NAME and PASSWORD which were previously " invalid '' per Experian. I could not, however, unfreeze ( evidently a different action from " unlocking '' ) my account. After many, many tries I was finally able to reach a human agent ; she was courteous but absolutely uninformed/unable to offer me any assistance in accessing my account. She claimed I did NOT have an account - so how could I have frozen my credit a year ago and also be able to log in to " unlock my credit ''? She didn't know but suggested I open a new account. I have attempted this several times but at certain point, Experian cites " technical difficult\ties '' and tells me to " try again later ''. Also, while my wife can access the Experian site using the Firefox/Mozilla browser, I CAN NOT LOG IN using XXXXXXXX XXXX XXXXXXXX XXXX- it will not connect with the Experian website. The rep with whom I spoke said this ( no interface using XXXX ) was a " common problem ''. I asked why this was so as XXXX 's XXXX browser was ubiquitous and it seemed XXXX  had a technical problem which prevented XXXX from connecting with their website - she didn't have an answer. 
So now I am at the point of submitting a written request to Experian for 1 ) assistance in accessing my account, and XXXX ) unfreezing my credit. I will most probably loose the opportunity to acquire 0 % /no payment XXXX XXXX months financing due to the time it will take mailing it requests for assistance. It is extremely frustrating that you absolutely CAN NOT easily access an agent without resorting to some type of subterfuge or " work-around '' - check the MANY posts on XXXX providing such ways of actually getting an Experia

n human representative. As an aside, I was able to access my Equifax account on line and unfreeze my credit in under 5 minutes. Why is it so difficult to even get through to Experian? If they were actually producing a real product for profit, they would not stay in business long - close to XXXX  customer service - no easy way to even contact customer service, with every indication that their system intentionally precludes or obstructs such contact.

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