Consumer complaint received 2025-02-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: Experian Information Solutions Inc.
State: IL

Complaint narrative:
On XX/XX/year> I signed up for a free 7 day trial of Experian. On that same day I set my account to downgrade to the free version after the 7 day trial ended on XX/XX/year>. I have received email confirmation from Experian on XX/XX/year> that this change was successful. 

On XX/XX/year> I attempted to login to my Experian account to check my credit details, was but I was blocked from accessing my account until I first paid Experian {$29.00} for a Premium membership. I experienced this block attempting to access my account on the web version as well as via the XXXX app. 

On the same day ( XX/XX/year> ) I attempted to call Experian 6 times in an attempt to regain access to my account. I was unable to receive support from Experian on any of these attempts. I made these 6 attempts at the following times : 1 ) XXXX ( Central Time ) 2 ) XXXX ( Central Time ) 3 ) XXXX ( Central Time ) 4 ) XXXX ( Central Time ) 5 ) XXXX ( Central Time ) 6 ) XXXX ( Central Time ) In each of the first 5 attempts I was only able to interact with an automated bot that offered no options for my specific issue. There were no solutions offered to be able to regain access to my free account. 

On the 6th attempted call at XXXX I was able to speak to a person, but the person informed me that they were unable to help me with account access. The person provided me with a phone number, but when I ultimately called the number provided I was routed back to the original automated bot that I interacted with during my first 5 attempted calls. That automated bot, again, did not offer any solution for my issue. 

I received 2 automated email from Experian on XX/XX/year> at XXXX and XXXX XXXX  ( Central Time ) thanking me for my customer service request. 

On XX/XX/year> I received an automated email from Experian informing me that my card was declined for renewal of the Experian Premium membership. On this same day I again attempted to access my account, however, I experienced the same paywall block. 

On XX/XX/year> I received another automated email from Experian informing me that my payment was declined. I again attempted to access my account, however, I experienced the same paywall block. 

On XX/XX/year> I received an automated email at XXXX ( Central Time ) from Experian informing me that I have 1 new credit alert to review. I attempted to once again access my account to review the notification from Experian, but I ran into the same paywall block with no way to access my account without first paying Experian {$29.00}. 

I attempted to call Experian another 7 times on XX/XX/year> and experienced the same automated bot as I did on XX/XX/year>. No solution was offered for my issue, and there was no option to speak with a human for support. I made additional calls at the following times : 1 ) XXXX ( Central Time ) 2 ) XXXX ( Central Time ) 3 ) XXXX ( Central Time ) 4 ) XXXX ( Central Time ) 5 ) XXXX ( Central Time ) 6 ) XXXX ( Central Time ) 7 ) XXXX ( Central Time ) In none of these instances was a solution offered that would allow me to access my account without forcing me to pay {$29.00} to Experian to access the free account that XXXX selected for my account.

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