Credit reporting or other personal consumer reports -- Problem with a company's investigation into an existing problem -- Complaint #11138782
Complaint Overview
Complaint ID: 11138782
Company: Experian Information Solutions INC.
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Difficulty submitting a dispute or getting information about a dispute over the phone
State: Massachusetts
ZIP Code: 019XX
Date Received: 2024-12-12T12:00:00-05:00
Date Sent to Company: 2024-12-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
All on XXXX XX/XX/year> : * Received an email that my Experian account was updated, which I did not do. * Also received a text message about my " new Experian XXXX XXXX account '' that I did not open. I called and reported the fraudulent account and they suspended it but even though it's supposedly " my '' account, they refused to give any details of when it was opened, what the balance is, the method it was opened, how it got past EXPERIAN 'S OWN FREEZE and IDENTITY THEFT ALERT on the account, which has already prevented the opening of accounts at other banks under similar circumstances. They are " not allowed to disclose that information '' while simultaneously they will " investigate if it's fraud '' even though I outright TOLD THEM it is fraud. * Requested also to be transferred to a human being to help get the membership login information restored and protected because " account hacked, '' " representative '' and every other possible way to try and navigate to a person is unsuccessful and results in the auto-bot saying " I am only able to transfer you to a person under limited circumstances, '' where account fraud is apparently NOT one of them. I have an audio recording of the process to prove it. * Multiple attempts to connect via several phone numbers and via several avenues -- requesting the fraud department, who is not at all interested in the fact that someone has hijacked the account and can now unfreeze my credit, the corporate number, which also has a phone tree that dumps you into the same dead end, and more.
Frequently Asked Questions
What is Complaint #11138782 about?
Complaint #11138782 was filed against Experian Information Solutions INC. regarding Credit reporting or other personal consumer reports specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2024-12-12T12:00:00-05:00.
How did Experian Information Solutions INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit reporting or other personal consumer reports) and describe your issue in detail.
Can I see other complaints against Experian Information Solutions INC.?
Yes, visit the Experian Information Solutions INC. company profile at readthecomplaint.com/company/experian-information-solutions-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.