Kaylob Ntq
map-marker San Jose, California

Unable to speak to an agent

I need to unfreeze my credit and I called so many different numbers and they would not transfer me to a live person. I just sent my information by uploading my required documents and application but I dont know if it will work

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DFiney

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Verified Reviewer
| map-marker Miami, Florida

I can not access my account due to them having my user name messed up in their system.

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Experian - I can not access my account due to them having my user name messed up in their...
Experian - I can not access my account due to them having my user name messed... - Image 2
Experian - I can not access my account due to them having my user name messed... - Image 3
Experian - I can not access my account due to them having my user name messed... - Image 4

I can not access my account due to them having my user name messed up in their system. I have sent to them but nothing happens.

They have sent me my user name then again it is not recognized again.

they have the correct name but don't find it when I try log in. All I ask is for them to fix it and have been asking for about 3 years.

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User's recommendation: file complants maybe then they can hear you

Resolved
Zandra A

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Verified Reviewer

Resolved: Subscription was supposed to be canceled I am disabled and I need that money to buy my food

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Updated by user Jan 20, 2025

Company fixed the issue and I have been provided with full refund.

Original review Jan 16, 2025

I explain to the customer service representative that I am disabled. I just received a kidney and I suffer from strokes.

I also suffer from diabetes, which may affect my site.

I am requesting my money to be expedited because I need of food. That was my money for food that my son sent me it was only $20 in my account, but it still wouldve helped me, you have no compassion and as possibly a ADA violation here

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Loss:
$15
Pros:
  • After this
Cons:
  • Not built for the visually or mental and physically challenged

Preferred solution: Full refund

User's recommendation: Don’t use this site

Strail E

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Verified Reviewer

Spent over an hour on hold with.the first number that I called. Second number no.response in 35 minutes, and same result with two more phone numbers. Online was worthless, as it wouldn't let me report

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Experian is unreachable by phone and has a worthless website. The website is only for them to try and upsell you.

The website is sneaky and signs you up for a monthly fee charged to one of your credit cards unless you scroll down and catch them.

When you try to refuse, it keeps moving you up to a higher fee. Beware, this company is not there to protect you and will rip you off if they can.

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Cons:
  • Impossible to contact

User's recommendation: Avoid interaction with Experian. Report them to your US Senate or House Rep. If they try this with you.

Mark J Txc

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Verified Reviewer

Automated System REFUSES to Connect to a Live Agent

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This is the most infuriating system encountered yet in a sea of corporate failure to attempt to offload EVERY problem to an automated system. Any other system, eventually, once you've expressed enough frustration, will connect you to a live agent.

Not Experian! Their automated system TELLS you that it will not connect you to a live agent. Period. Doesn't matter that their simpleton system can only handle about 3 issues.

Then eventually, it'll just say bye and hang up.

It is appalling and preposterous that US consumers are FORCED to deal with a company that is so utterly disdainful of those whose lives can be ruined financially because of them.

Somehow Equifax and TransUnion manage to handle it decently. Experian should be destroyed for the good of the nation.

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Preferred solution: I'd like them to answer their phone!

4 comments
Guest

Experian should not exist anymore with this level of refusal to talk to their customers. I would drop them so fast if our financial system didn't require you to be in good standing with all 3 credit bureaus. They take advantage of this monopolistic power to treat their customers like crap, knowing there's not a thing we can do about it.

Guest
reply icon Replying to comment of Guest-2600151

Yes

Carmie M
reply icon Replying to comment of Guest-2600151

Experian is HORRIBLE!!! For 8 months I have been trying to 1) Get tech support to help me access my account (which is impossible) and 2) unfreeze my account to apply for a loan.

I've FEDEX paperwork, ID documents to their dumb PO box in Allen Texas. But I never got an email or any word from them and never got the OK that my freeze was lifted. NOTHING!! They do not care one bit about customers.

How can they get away with non-existent customer support?? My loan application is literally being stalled because of Them!! To reach a human you have to find someone who has found their "secret" number and maneuver through that process just get to a real person. The "real" people are worthless too.

They just follow their manual of instructions which just takes you back in the circles you have already been through. I just got off the phone for an hour and am nowhere closer to getting my credit unfrozen!! I was told to AGAIN send proof of id, bank account copy to Allen Texas and it will take 7-10 business days to respond to my request--But I was told that I have to check back with them because they don't notify clients when a freeze is lifted. Who are they accountable to????

This is ridiculous!

Why are we forced to be reliant on this sham of a company for credit needs? On the other hand TransUnion and Equifax were super easy and quick!

Mark J Txc
reply icon Replying to comment of Carmie M

I absolutely believe every word you wrote. This garbage company is the absolute worst instance of impenetrable bureaucracy I have EVER ENCOUNTERED.

How are they allowed to be the gatekeepers for Americans' financial well-being?? They should be dissolved and leave the work to Experian and TransUnion.

View more comments (3)
Carmie M

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Verified Reviewer

For 7 months Experian hasn't fix problem to get my credit unfrozen

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Hello fellow 'Pissed Customers' -- I'm as baffled as you are about how Experian is not governed or accountable to some agency. However, getting mad and venting on this forum won't change anything.

So, like everything else, 'it takes a village to make a change.' We need to mobilize and reach out to TV stations with consumer reporters and send them all of these complaints. Reporters love exposing horrible business practices and terrible customer service. I'll bet Experian's completely incompetent customer support has also impacted many of them. I lived in Washington DC for 20 years but now live in Paris, so I don't have US TV access anymore, but Susan Hogan and NBC NEWS 4 in Washington DC is a terrific consumer reporter.

A story reported by her often gets picked up by the national network news stations. Reach out to her at susan.hogan@***.com.

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Cons:
  • Are incompetent and antiquated

Preferred solution: Human customer support to fix problems with their site and system

Conni_2021

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Verified Reviewer
| map-marker Seattle, Washington

I can never log in.

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Accepts my info and required documents I I try to submit and get an error msg telling me an unexpected error in the session occurred and how have to start all over only to have it tell me "Please try again later."

Every darn time.

I'm sick of it. Nothing wrong in my credit report with ANY other credit agency.

No one has stolen my identity and I am easily verifiable with an IDme account, tax returns, stimulus checks, unemployment benefits, Employers, financial institutions,etc etc at this address for over 5 years. Yet Experian is the one E-Verify uses to generate a questionnaire with Self-check and so I have to figure out what info they have that's wrong cos it isn't anywhere else (Why can't I delete that>>>LOL)

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User's recommendation: When even a 1% inaccuracy affects millions of people it's not ok. It's not just our data it's our lives.. We make a mistake and there are consequences. They make a mistake and we get stuck with the consequences and burden of proof. It's not ok .

Casey J Ggd

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Verified Reviewer

Poor customer service

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have been trying to reach someone by phone for over a week the automated system keeps referring you to the internet which is no help I need to speak with a live agent have called several numbers and sent email as well with no response finally reached a rep and was advised they only deal with business accounts. they the provided another number and told me to say disputes and I could talk to live agent which was also false information Im at my end with experian it's a shame there is no access to speak with someone when consumers are having issues and can't get technical assistance.

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Cons:
  • Too many to list

Preferred solution: technical assitance

User's recommendation: do not waste time to upgrade and pay for memberships

Maranatha Ddi

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Verified Reviewer
| map-marker Houston, Texas

Me han movido mi crédito a -30 puntos cuando yo tenía 585 de credito

Experian - Me han movido mi crédito a -30 puntos cuando yo tenía 585 de credito

METROe quitaron 30 putos de mi crédito yo llamé a capital uno y me dijeron que yo no tengo negativo por pagos atrasados

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User's recommendation: No entiendo por qué si yo pago mi crédito a tiempo

Joseph J Mtq

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Verified Reviewer

Can't change my info online

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This company is normally very good with the services it provides, but they make it very difficult to get it touch with when security code verifications don't work. In my case it involves changing both my address & home phone number.

I can't change the former w/o changing the latter & changing the latter means they're supposed to send a code via calling me but the calls never come. Their automated "help" system on your toll-free line doesn't seem to understand this is an issue & refused to forward me to an agent.

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User's recommendation: Demand they have a more robust customer service line for the basics

Christopher L Jur

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Verified Reviewer

Experian account hijacked and they can't help me get back in

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I just spent 3 hours on the phone with Experian because someone has hijacked my Experian account and the only way to get a live person is to say "fraud" to the automated system. But the fraud people keep telling me that it's a membership question and sending me there.

Except I can't get a live person from Membership.

It keeps sending me to the auto-phone tree and eventually dead-ending me. So all I can do is wait for an email response.

When I tried to initiate a pw reset on the phone, the system told me that it sent a confirmation to the email on record, which is not my email at all.

So someone is impersonating me and has hijacked my own Experian account, and they can't seem to help me.

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Preferred solution: My Experian account has been hijacked and I can't get in. I would like to recover the account.

User's recommendation: avoid Experian

matthew h Dpm

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Verified Reviewer

Mattappr@***.com

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There is no customer support to unlock a credit freeze. There is no way to verify my identity either over the phone or online. There is no help available in this area.

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Cons:
  • No customer support

Preferred solution: Access to my account

Nadege H Gzx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Why score went down

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I cannot get a live agent to help me. It's very frustrating when we are trying to complete something and unable to speak with a live agent.

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User's recommendation: Put live agent for customers to speak with

Almir Pas

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Oklahoma City, Oklahoma

Zero customer assistance

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I pay monthly for an account with Experian. If you have a troubling alert come up on your account, you can't do anything about it.

There is no way to call their number an talk to someone. They have this automated phone system that is absolutely worthless.

Paid members should be able to speak to someone 24/7. I will be finding another identity monitoring company.

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User's recommendation: Avoid Experian at all costs

Resolved
Mary J Ppa

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Verified Reviewer
| map-marker Bellevue, Washington

Resolved: Reset password

Updated by user Jan 07, 2025

Company fixed the issue and I have been provided with apology. Finally allowed me to re-set my password, which was all I was trying to to do.

Updated by user Jan 01, 2025

Very frustrating . Person accepting call was rude and immediately said I should call back at another time.

This was my third phone call to request assistance in changing my password. It was a simple request.

Original review Dec 31, 2024

The person answering the phone was very, very rude and hung up three times in a row. I have never had a hard time accessing my credit file until today, and I want someone to verbally speak with me, not a Hannah.

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User's recommendation: Get a new operator

Bora Ksz

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Verified Reviewer
| map-marker Westerville, Ohio

Could not speak to a live customer service rep.

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The automated system kept telling me that my account was not frozen but when Direct TV tried to access my file they reported back that it was frozen. Because of that, I could not sign up for Direct Tv as I intended.

When I request to talk to a live customer service rep at Experian, I was told that I could not do that. The Experian automated phone system is terrible.

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About

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Summary

Experian is an American publicly held company. The company was founded in 1980 as Information Services Company. The company is headquartered in Dublin, Ireland. Experian is also known as CCN Systems. The company is actually a global credit information group. Experian operates in more than thirty countries. The largest operation of the company is Experian North America. This is a consumer credit reporting agency. Experian North America is recognized and one of the leading credit reporting agencies in the United States. Experian also operates in Europe, Argentina, Brazil, Chile, China, Japan, and Australia. Experian specializes in credit services, marketing solutions, decision analysis, etc.

Experian reviews and complaints

Experian is ranked 759 out of 5012 in Financial Services category

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