Consumer complaint received 2024-11-23 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX SSN : XXXX DOB : XXXX Phone Number : XXXX Subject : Request for Investigation Into Kikoffs Non-Compliance with Federal Law and FCRA Regulations Dear Consumer Financial Protection Bureau , I am writing to formally request your assistance in addressing Kikoffs blatant, willful, and repeated violations of federal law, specifically the Fair Credit Reporting Act ( FCRA ), and its failure to follow reasonable procedures in investigating and resolving my identity theft claim. Despite my repeated efforts to provide evidence of identity theftincluding a police report from the XXXX Police Department and an FTC Identity Theft AffidavitKikoff has willfully ignored its legal obligations, resulting in harm to my credit and an unjustified refusal to resolve the matter appropriately. 

Violations of Federal Law and FCRA Regulations XXXX has knowingly and repeatedly violated multiple provisions of the FCRA and federal regulations by : 1. Failing to Conduct a Reasonable Investigation Under the FCRA, creditors are required to conduct a reasonable investigation into disputes, especially in cases of identity theft. However, XXXX has refused to properly investigate my claim. Instead, they have relied solely on the fraudulent information used by the identity thief to create the account, even though I have repeatedly provided evidence that the account was fraudulently opened without my authorization. 
XXXX investigation relies on verifying the fraudulent data they have on file, without examining the documentation I submitted, which includes : A police report from the XXXX Police Department. 
An FTC Identity Theft Affidavit. 
By ignoring this evidence, XXXX has failed to perform the reasonable and thorough investigation required by 15 U.S.C. 1681i.

2. Failure to Consider Key Evidence Submitted by the Consumer I have submitted documentation over XXXX ( XXXX ) times proving that I am a victim of identity theft, yet XXXX has willfully disregarded this evidence. The provided materials clearly establish that my identity was stolen and used to create the account in question, and XXXX refusal to acknowledge these materials demonstrates negligence and non-compliance with their obligations under the FCRA. 
XXXX. Refusal to Provide a Meaningful Explanation of Their Decision Under the FCRA, creditors are required to provide consumers with the results of their investigation and explain how they reached their conclusion. XXXX, however, has explicitly refused to provide me with any explanation of how they arrived at their decision to deny my claim. 
When I requested an explanation, XXXX stated they would not share this information, effectively denying me my rights under the FCRA. This refusal not only violates the FCRA but also demonstrates contempt for consumer protections. 
4. Knowingly Relying on Fraudulent Information Kikoffs decision to uphold the legitimacy of the disputed account is based entirely on the fraudulent information used to open the account by the identity thief. This approach is illogical and illegal. Fraudulent information created by a thief can not serve as evidence that I authorized or agreed to open the account. 
Their reliance on this false information as proof of my involvement demonstrates bad faith and a disregard for basic investigatory standards. 
5. Failure to Investigate Evidence of Multiple Fraudulent Accounts I also informed XXXX that other fraudulent accounts were opened as a result of my identity theft. The existence of these accounts further substantiates my claim that the account with XXXX was also created fraudulently. XXXX has ignored this additional evidence, further demonstrating their refusal to conduct a fair investigation. 

Impact on Me as an Identity Theft Victim Kikoffs refusal to follow the law and investigate my claim properly has caused significant harm : The fraudulent account remains on my credit report, damaging my credit score and reputation.

As a victim of identity theft, I have endured stress and frustration in trying to resolve this matter, only to be met with indifference and non-compliance from XXXX. 
By ignoring the police report, FTC affidavit, and other supporting evidence, XXXX has essentially punished me for being a victim of a crime, while protecting the identity thief who opened the account fraudulently. 

Failure to Uphold Consumer Protections XXXX actionsor lack thereofsend a troubling message : that a company can blatantly disregard federal laws and consumer protection regulations without consequence. This raises critical questions : Why are there federal laws in place, such as the FCRA, to protect consumers if companies like XXXX are allowed to operate with complete disregard for these laws? 
What precedent does this set for other creditors and lenders who may choose to ignore identity theft claims and evidence provided by consumers? 

Kikoffs disregard for the law undermines the very purpose of consumer protection regulations and erodes trust in the financial system. 

My Request to the CFPB I respectfully request that the CFPB investigate XXXX for the following violations : 1. Failure to conduct a reasonable investigation under 15 U.S.C. 1681i.

2. Failure to consider key evidence submitted by the consumer.

3. Refusal to provide a meaningful explanation of their decision, as required by law.

4. Knowingly relying on fraudulent information to deny my claim.

5. Neglecting to follow federal guidelines for handling identity theft disputes. 

I urge the CFPB to hold XXXX accountable for their ongoing violations of federal law and ensure they comply with their legal obligations. Consumers like myself depend on the CFPB to enforce the protections guaranteed under the law and ensure that no company is above the rules designed to safeguard the public. 

Please let me know if you need any additional documentation or information to assist in your investigation. Thank you for your time and attention to this matter. 

Sincerely,

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 non-monetary relief