Consumer complaint received 2024-09-28 00:00:00
Product: Debt or credit management — Credit repair services
Issue: Didn't provide services promised — 
Company: Experian Information Solutions Inc.
State: FL

Complaint narrative:
I am writing to seek assistance regarding a serious and ongoing issue of cyber security and identity theft that I have been experiencing for over a year. It began XX/XX/year>. I started noticing my apps were altered, my passwords were constantly being changed and still is, my information gets altered, they have tried to personate me. Despite my efforts to secure my personal information and take preventive measures, the hackers continue to exploit my identity, causing significant distress and financial harm. In XX/XX/year>, I changed phone carriers and switched to XXXX. This is where the issues escalated. My phone number was different, my bill did not match my XXXX. information, and my XXXX account sometimes did not match the IMEI number. Additionally, my devices would occasionally show another name. My passwords began to be changed, my apps looked strange, my downloads were missing and indicated they were on another device. I noticed screen sharing on my devices, my camera light turning on, and overheard conversations coming from my phone. I notified Experian and began paying for Experian Premium in XX/XX/year>. I filed a police report in XX/XX/year>, left XXXX, purchased a new XXXX XXXX XXXX, and started with XXXX in XX/XX/year>. Despite these efforts, the hackers have persisted in their malicious activities. I purchased an XXXX XXXX XXXX, hoping that the advanced security features would help protect my personal information. Unfortunately, the hackers have persisted in their malicious activities, even with this new device. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.Since the very beginning of this ordeal, I have had Experian Premium, but they have not provided the assistance I need. They have not contacted my credit card companies or banks on my behalf as it states on their website. As a result, my credit card companies have closed my accounts, and my credit score has suffered significantly. Despite providing police report numbers and filing fraud disputes, my situation remains unresolved. My payments are constantly late, leading to increased fees and higher minimum payments. I spend hours every week on the phone with various entities trying to resolve these issues. Just last month, I contacted XXXX, and they informed me that someone had tried to obtain a device using my information. I have contacted XXXX multiple times and even spoke with the CEO of XXXX after contacting the FCC. Despite providing detailed explanations of my situation, no one has helped me secure my privacy. Since the very beginning of this ordeal, I have had Experian Premium, but they have not provided the assistance I need. They have not contacted my credit card companies or banks on my behalf as it states on their website. As a result, my credit card companies have closed my accounts, and my credit score has suffered significantly. Despite providing police report numbers and filing fraud disputes, my situation remains unresolved. My payments are constantly late, leading to increased fees and higher minimum payments. I spend hours every week on the phone with various entities trying to resolve these issues. Just last month, I contacted XXXX, and they informed me that someone had tried to obtain a device using my information. I have contacted XXXX multiple times and even spoke with the CEO of XXXX after contacting the FCC. Despite providing detailed explanations of my situation, no one has helped me secure my privacy Federal Trade Commission ( FTC ) and filed a police report. Contacted my financial institutions to secure my accounts and monitor for fraudulent activities. Changed all my passwords and implemented two-factor authentication where possible. Engaged with a credit monitoring service to track any unusual activities on my credit report. Regularly updated my software and security settings to ensure maximum protection. Additionally, I can provide every email, screenshot, and piece of evidence documenting the differences, fraud, and changes. This includes emails to the FCC and XXXX XXXX, correspondence with XXXX customer representatives and XXXX customer service, a letter from my IT specialist who has wiped my work laptop twice within three months, receipts, and mail correspondence. I am exhausted from repeatedly explaining my situation and being dismissed. I want Experian to provide the services they advertise and reimburse me, so I can show my credit card companies and bank that my credit score should not be affected. I want my security and my clients ' security protected, and their HIPAA rights not violated. I want my life back. I would greatly appreciate any assistance or resources that the CDC can provide to help me resolve this matter. Specifically, I am requesting guidance on additional steps to secure my information, resources for dealing with identity theft, and any other specific assistance you can offer. This situation is urgent, and I need immediate help to protect my personal and professional life. Thank you for your attention to this urgent issue. I look forward to your prompt response and any support you can provide.

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