Credit reporting or other personal consumer reports -- Problem with fraud alerts or security freezes -- Complaint #15156342
Complaint Overview
Complaint ID: 15156342
Company: Experian Information Solutions INC.
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with fraud alerts or security freezes
State: Texas
ZIP Code: 75243
Date Received: 2025-08-07T12:00:00-05:00
Date Sent to Company: 2025-08-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I froze my credit reports from the XXXX agencies about XXXX or XXXX months ago. When I did it through Experian, the website crashed and I was not certain if it was frozen or not. A few days I ago, I tried to obtain a new credit card from a large national bank, and they told me I had to first unfreeze my record through Experian, so I guess my attempt to place the freeze did work. However, when I now try to unfreeze my credit, I can not do it through their website nor through their phone interface, all automated of course. I have tried XXXX different web browsers on my laptop and I have tried to do it through their app on my phone. I have also tried to do it through their phone number that is also automated and will eventually just hangup on you with no way to speak to a human. At this point, their website no longer recognizes my password and to reset it, they ask to send a cXXXXe to my phone. When I type my phone number in, it says that number is not associated with my account. Although I am certain as to which phone number I entered when I tried to freeze my credit report initially, I also tried phone numbers from my place of employment and my spouse 's phone number as well. There is absolutely no way I can get Experian to unfreeze my credit report. It is impossible to speak with a human. I even looked up their corporate number and could not get to a human that way either. This is beyond frustrating. It appears Experian may have my credit frozen forever with no way for me to unfreeze it. I am not computer illiterate. I don't know where else to turn to get help with this nightmare. We are encouraged to freeze our credit reports to prevent crime, and yet Experian has no recourse for assisting people having problems trying to unfreeze their credit reports with them. Looking on the Internet, I see this has happened to others as well. I REALLY hope CFPB can help me. Someone needs to get Experian 's attention to this problem.
Frequently Asked Questions
What is Complaint #15156342 about?
Complaint #15156342 was filed against Experian Information Solutions INC. regarding Credit reporting or other personal consumer reports specifically about Problem with fraud alerts or security freezes. It was received by the CFPB on 2025-08-07T12:00:00-05:00.
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.