{"took":497,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1130,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2939471","_score":18.404142,"_source":{"product":"Student loan","complaint_what_happened":"I have been paying my Federal student loan to XXXX since XX/XX/2016. Recently, the changed names to XXXX. When I try to log into XXXX, the website says it is unavailable. When I try to call customer service or send an electronic message, it requires my social security number which the automatic system says is not in their system. The phones will not let me through to someone until I put in a social security number that it recognizes. I have no idea what to do next.","date_sent_to_company":"2018-07-18T18:59:42.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"366XX","tags":null,"has_narrative":true,"complaint_id":"2939471","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSWORLD SYSTEMS INC","date_received":"2018-06-19T01:29:25.000Z","state":"AL","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["When I <em>try</em> to log into XXXX, the website <em>says</em> it is unavailable. When I <em>try</em> to call customer service or send an electronic message, it requires my social <em>security</em> number which the automatic <em>system</em> <em>says</em> is not in their <em>system</em>. The phones will not let me through to someone until I put in a social <em>security</em> number that it recognizes. I have no idea what to do next."],"company":["TRANSWORLD <em>SYSTEMS</em> INC"]},"sort":[18.404142,"2939471"]},{"_index":"complaint-public-v1","_id":"15695507","_score":17.408455,"_source":{"product":"Prepaid card","complaint_what_happened":"I received a Virtual XXXX XXXX as a result of the Equifax settlement. It says the card is compatible with Apple Pay, but I get an error that says \" Card Not Added, Contact your card issuer for more information '' when I try to add it to my Apple Wallet. \n\nI tried to activate it through their online system, and it says \" Sorry, we can't activate that card. Please try again. If you have already activated your card and created a profile, please log in to view your balance, or if you have received a virtual card, go back to the email you received after the card activation and use the link provided. '' I tried calling the card issuer, and the automated system said the card has been blocked due to a security issue. I created a profile in their online system, and can log in and see the card and balance, but have no way to use it and can not get through to an agent. The online system says I'm losing XXXX XXXXXXXX for having an unused card, except I can't use the card.","date_sent_to_company":"2025-09-03T18:53:08.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"02140","tags":null,"has_narrative":true,"complaint_id":"15695507","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-09-03T18:44:43.000Z","state":"MA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["It <em>says</em> the card is compatible with Apple Pay, but I get an error that <em>says</em> \" Card Not Added, Contact your card issuer for more information '' when I <em>try</em> to add it to my Apple Wallet. \n\nI <em>tried</em> to activate it through their online <em>system</em>, and it <em>says</em> \" Sorry, we can't activate that card. Please <em>try</em> again."]},"sort":[17.408455,"15695507"]},{"_index":"complaint-public-v1","_id":"9464510","_score":16.971195,"_source":{"product":"Prepaid card","complaint_what_happened":"I received an American Express online gift card on XX/XX/XXXX in the amount of {$500.00}. I have tried to use it in store, online, and at a gas pump, all with no success. When I log in to view the card, it says each transaction was declined because it was missing a security code, but I entered the security code each time, so this does not make sense. When I called today, on Tuesday, XX/XX/XXXX, the automated system said that the retailer didn't require a security code, and I would have to choose somewhere else that required a security code in order to make a purchase, but this is not true. They have all required security codes, and I have entered the security code that was on the front of the card. \n\nHere are the failed transactions listed below : XX/XX/XXXX - I tried to add it to my XXXX account, but it would not work as a payment source. I removed it, but it kept XXXX cents. \nXX/XX/XXXX - I added the card to my XXXX and XXXX pay apps, since I read that was the only way I could use them. \nXX/XX/XXXX - I tried to use the card on my XXXX XXXX app to purchase fuel at the XXXX gas pump XXXX separate times, but it was declined each time saying \" missing security code '', but I entered the security code in the app when loading the card as a payment source. \nXX/XX/XXXX - I went into the XXXX grocery store to see if I could make an in-store purchase, but the card was again declined. The American Express site continues to say \" missing security code ''. \nXX/XX/XXXX - I tried to make an online purchase at XXXX through the pick-up system, since this would allow me to use the card online, but it was also declined, saying \" '' missing security code '' again, but I entered all the card information when I loaded the card as a payment source, which included the security code. The system took XXXX cents. \nXX/XX/XXXX - I tried to complete an online XXXX order, but again the transaction was declined, saying \" missing security code ''. When I entered the card information as a payment source, I also entered the security code. \nXX/XX/XXXX - I tried to complete a purchase with online retailer XXXX XXXX, but the transaction was declined with no reason provided. \n\nThe card site says I must shop somewhere that required all the card information including security code, but I have entered the security code each time because each retailed has required it, and the card is declined saying it is missing, and the automated phone system told me the retailer didn't require it, which is not true. \n\nSo, basically, I have a {$500.00} card that is not useable anywhere. XXXX cents has been taken on these attempted transactions, and I have not been able to get anything from it. Can you help?","date_sent_to_company":"2024-07-09T17:11:27.000Z","issue":"Trouble using the card","sub_product":"Gift card","zip_code":"39047","tags":null,"has_narrative":true,"complaint_id":"9464510","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-07-09T16:43:57.000Z","state":"MS","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["I have <em>tried</em> to use it in store, online, and at a gas pump, all with no success. When I log in to view the card, it <em>says</em> each transaction was declined because it was missing a <em>security</em> code, but I entered the <em>security</em> code each time, so this does not make sense."]},"sort":[16.971195,"9464510"]},{"_index":"complaint-public-v1","_id":"7558490","_score":16.486588,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Everything I try to submit a dispute whether personal data or credit agencies the system tells me my account has a security alert on it and I have to call in. When I call in and ask them what the security alert is they tell me I don't have right to know and when I ask them who can lift it they say nobody","date_sent_to_company":"2023-09-16T12:49:47.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"89084","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"7558490","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-09-16T12:39:13.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Everything I <em>try</em> to submit a dispute whether personal data or credit agencies the <em>system</em> tells me my account has a <em>security</em> alert on it and I have to call in. When I call in and ask them what the <em>security</em> alert is they tell me I don't have right to know and when I ask them who can lift it they <em>say</em> nobody"],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[16.486588,"7558490"]},{"_index":"complaint-public-v1","_id":"13558762","_score":16.376316,"_source":{"product":"Credit card","complaint_what_happened":"I attempted to add my Citi Custom Cash card to XXXX XXXX and Citi denied the request. XXXX XXXX asked me to call Citi. I called and while the agents were nice, they were unable to resolve the issue. From their end : XXXX. My security word did not match what I know it to be. \nXXXX. My cell phone number that they tried to send me a one time code could not be used according to their system. \nXXXX. The following two additional numbers I provided also could not be used according their system. Their system says all three have a name mismatch, despite me being the owner of all three. \nXXXX. The only remaining option is a letter in the mail that will have information I can use to verify my identity. \n\nI do not find this acceptable, as I did nothing wrong, and I had the correct information. I logged onto Citi.com, navigated to the security center and changed my security word. The system challenged me for my security word, which I entered correctly, and allowed me to update the security word to a new security word. \n\nAfter this, the agent says they exited and re-entered the account and still, the old nor the new security words work. They refused to provide any means to escalate the matter, or even file a customer service complaint about the processes that Citi uses. I use this cell phone number with every other major bank and credit card issuer with no issue. \n\nCiti 's onerous, confusing, and slow fraud prevention system is needlessly wasting my time and that of likely many more consumers.","date_sent_to_company":"2025-05-17T01:27:37.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"85641","tags":null,"has_narrative":true,"complaint_id":"13558762","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-05-17T01:10:06.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["My <em>security</em> word did not match what I know it to be. \nXXXX. My cell phone number that they <em>tried</em> to send me a one time code could not be used according to their <em>system</em>. \nXXXX. The following two additional numbers I provided also could not be used according their <em>system</em>. Their <em>system</em> <em>says</em> all three have a name mismatch, despite me being the owner of all three. \nXXXX. The only remaining option is a letter in the mail that will have information I can use to verify my identity."]},"sort":[16.376316,"13558762"]},{"_index":"complaint-public-v1","_id":"2672551","_score":16.27214,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Have tried multiple times ( at least a dozen ) and on multiple days from XXXX XXXX - XXXX ( missed the XXXX since we were dealing w XXXX XXXX ) both by email and by phone to put a security freeze on my account with Equifax. Ive put in my personal information at least 10 times both online and on the phone system and after doing that either get no response, cut off or a message that says a security freeze can not be completed at this time. \n\nThis is unacceptable when they have had a security breach. \n\n\nMailing my social security number, copies of my identification and credit card number is NOT an acceptable solution as that is even less secure than Equifax 's system. Unbelievably this is what is suggested. Why would anyone do it that way?????","date_sent_to_company":"2017-09-13T20:38:08.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"32712","tags":null,"has_narrative":true,"complaint_id":"2672551","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-09-13T20:24:53.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Have <em>tried</em> multiple times ( at least a dozen ) and on multiple days from XXXX XXXX - XXXX ( missed the XXXX since we were dealing w XXXX XXXX ) both by email and by phone to put a <em>security</em> freeze on my account with Equifax. Ive put in my personal information at least 10 times both online and on the phone <em>system</em> and after doing that either get no response, cut off or a message that <em>says</em> a <em>security</em> freeze can not be completed at this time."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[16.27214,"2672551"]},{"_index":"complaint-public-v1","_id":"8031498","_score":16.243332,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I created a paypal fundraiser a while ago! then paypal did freeze my account and ever since refuses to give me access to my account! they removed the whole account access! I reset my password but still they want to sent OTP to my old phone that I dont have any nore! when I call customer service they say its a security mesure they can not overwrite it! and the system does not let them add my new phone number! they just say to wait a few days and try again and that THERE IS NOTHING THEY CAN DO! I mean seriouly they steal thousands of dollars from me giving nonsense excuses! althouth they send me an email that my funds are eligible for withdraw! they keep finding silly excuses blaming their own security system!","date_sent_to_company":"2023-12-20T15:04:37.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"28376","tags":null,"has_narrative":true,"complaint_id":"8031498","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-12-20T14:58:06.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["when I call customer service they <em>say</em> its a <em>security</em> mesure they can not overwrite it! and the <em>system</em> does not let them add my new phone number! they just <em>say</em> to wait a few days and <em>try</em> again and that THERE IS NOTHING THEY CAN DO! I mean seriouly they steal thousands of dollars from me giving nonsense excuses! althouth they send me an email that my funds are eligible for withdraw! they keep finding silly excuses blaming their own <em>security</em> <em>system</em>!"]},"sort":[16.243332,"8031498"]},{"_index":"complaint-public-v1","_id":"4217316","_score":16.138973,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been trying to lift security freeze with Equifax for five days. Equifax has online management for security freezes. That feature doesnt lift the freeze and directs me to call customer support. I then follow the instructions on the automated phone service that does not work. When I speak with an agent, they say they are having system updates. I called them on XX/XX/2021, then each day after until XX/XX/2021. Each time they say they are having system updates. He took my SSN and said he is getting an error. That is not a system update and he also said he was able to pull up another account. Why was he pulling up an account for someone he was not on a call with? I then asked the representative to speak with a manager because I feel that a 5 day update is unreasonable. The representative then places me on hold and comes back about 10 minutes later and gets more of my information to try to look me up in the system again. He got an error again. When he was unsuccessful he finally transferred me to a manager. She then told me they have several other customers with the same problem and they dont know how to fix it or when it will be fixed. They dont know what the problem is nor how to address it. I am applying for a mortgage so this is time sensitive. I do not understand how you can say you have several people with the same issue and no clue whats going on? Now myself and others are stuck in limbo until they get their system fixed. I would rather not have to deal with this company at all. They allowed hackers to obtain personal information from consumers and should be excluded from credit reporting because they have no control over their systems.","date_sent_to_company":"2021-03-16T15:41:09.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"303XX","tags":null,"has_narrative":true,"complaint_id":"4217316","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-03-16T15:27:48.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been <em>trying</em> to lift <em>security</em> freeze with Equifax for five days. Equifax has online management for <em>security</em> freezes. That feature doesnt lift the freeze and directs me to call customer support. I then follow the instructions on the automated phone service that does not work. When I speak with an agent, they <em>say</em> they are having <em>system</em> updates. I called them on XX/XX/2021, then each day after until XX/XX/2021. Each time they <em>say</em> they are having <em>system</em> updates."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[16.138973,"4217316"]},{"_index":"complaint-public-v1","_id":"6732029","_score":15.957398,"_source":{"product":"Checking or savings account","complaint_what_happened":"Ive been trying to transfer my money out ( declined with no explanation one month ago and ignored my inquires 3 weeks ago ) and then close my account ( also ignored my communications over a week ago even though their site says they will reply in 2 days ). They will not let you close over the phone- automated system says due to security reasons. I have never been able to talk to someone.","date_sent_to_company":"2023-03-22T14:20:50.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"20001","tags":null,"has_narrative":true,"complaint_id":"6732029","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2023-03-22T14:09:26.000Z","state":"DC","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["Ive been <em>trying</em> to transfer my money out ( declined with no explanation one month ago and ignored my inquires 3 weeks ago ) and then close my account ( also ignored my communications over a week ago even though their site <em>says</em> they will reply in 2 days ). They will not let you close over the phone- automated <em>system</em> <em>says</em> due to <em>security</em> reasons. I have never been able to talk to someone."]},"sort":[15.957398,"6732029"]},{"_index":"complaint-public-v1","_id":"10628801","_score":15.836947,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"ON XX/XX/year> You responded saying i need to call to have them verify my info but ive do so several times and they say the system cannnot Generate the security questions. ive also sent those documents in as requested before to verify my identity. My address was changed my a Transunion associate over the phone after accessing my account so that person should have notated that they verified me, and took the info from me before all these issues arise. To add injury to insult im currently on hold for XXXX mins again trying to get this rectified but still system cant generate security questions This really needs to be fixed","date_sent_to_company":"2024-10-30T22:48:46.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"33418","tags":null,"has_narrative":true,"complaint_id":"10628801","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-10-30T22:38:02.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["To add injury to insult im currently on hold for XXXX mins again <em>trying</em> to get this rectified but still <em>system</em> cant generate <em>security</em> questions This really needs to be fixed"]},"sort":[15.836947,"10628801"]},{"_index":"complaint-public-v1","_id":"14862609","_score":15.810087,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have money in my Cash App account, and theyre asking me to reverify my identity even though I already verified it the first time. Now, when I try to reverify, it says my Social Security number is incorrect, even though Im using the correct documentation. Ive already contacted the XXXX, XXXX XXXX XXXX and other agencies, and everything in their systems is accurate. This means the issue is on Cash Apps end their system isnt accepting my SSN, and theyre refusing to offer any alternative verification options. When trying to also resolve the issue with my concern they completely disregard my statements.","date_sent_to_company":"2025-07-24T15:21:06.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"46224","tags":null,"has_narrative":true,"complaint_id":"14862609","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-07-24T14:57:41.000Z","state":"IN","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Now, when I <em>try</em> to reverify, it <em>says</em> my Social <em>Security</em> number is incorrect, even though Im using the correct documentation. Ive already contacted the XXXX, XXXX XXXX XXXX and other agencies, and everything in their <em>systems</em> is accurate. This means the issue is on Cash Apps end their <em>system</em> isnt accepting my SSN, and theyre refusing to offer any alternative verification options. When <em>trying</em> to also resolve the issue with my concern they completely disregard my statements."]},"sort":[15.810087,"14862609"]},{"_index":"complaint-public-v1","_id":"8404762","_score":15.785179,"_source":{"product":"Debt collection","complaint_what_happened":"I checked my credit report on XX/XX/XXXX and noticed a collections from company named Jefferson Capital Systems LLC. Their address is XXXX XXXX XXXX XXXX XXXX, MN XXXX. Their phone number is ( XXXX ) Says account opened XXXX, XXXX. States account is past due as of XXXX XXXX. States account number is XXXX. States balanced owes is {$950.00}. I have never received a letter from this debt collector of this matter via email, text, or mail. Never have received a letter from them to my mailing address. Never have received any calls from them. I have no acknowledgment of this account. When I tried to call Jefferson Capital Systems number provided on my credit report, it immediately has a recording asking for your social security number or your account number. Upon me trying to enter both, the recording replys back and says, there are no customer service reps available and no information can be provided link to my social security number nor the account number they provided on my credit report. Also XXXX does not exist. XXXX existed over 10 years ago but now they are called XXXX. I did try to obtain the original creditor contract from them but you can not speak with anyone of this company.","date_sent_to_company":"2024-02-23T14:50:25.000Z","issue":"Written notification about debt","sub_product":"Telecommunications debt","zip_code":"25177","tags":null,"has_narrative":true,"complaint_id":"8404762","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2024-02-23T14:26:26.000Z","state":"WV","company_public_response":null,"sub_issue":"Didn't receive enough information to verify debt"},"highlight":{"complaint_what_happened":["When I <em>tried</em> to call Jefferson Capital <em>Systems</em> number provided on my credit report, it immediately has a recording asking for your social <em>security</em> number or your account number. Upon me <em>trying</em> to enter both, the recording replys back and <em>says</em>, there are no customer service reps available and no information can be provided link to my social <em>security</em> number nor the account number they provided on my credit report. Also XXXX does not exist."]},"sort":[15.785179,"8404762"]},{"_index":"complaint-public-v1","_id":"8706955","_score":15.732866,"_source":{"product":"Credit card","complaint_what_happened":"I received a Visa eGift Card as a gift from my daughter. She purchased if from XXXX. The card was used at XXXX last year. I have been trying to use it at XXXX but it is being declined, both in the store and on line. \n\nI called the customer service for this card to find out the problem. They told me that due to security issues it won't work at XXXX and I should try another retailer. I escalated the call and was told the same thing. I asked if it is being declined by XXXX or Visa. They said Visa is declining it due to security issues. I asked how to fix it or avoid the problem. They said the only thing I can do it keep trying it at other retailers until it works. I asked for a refund on the balance of {$34.00}. They said no. \n\nTheir voice system shows the card as active with a balance but when I try to check it on their website I get an error message saying a system error has occured, try again later. \n\nIt is advertised as being used any place that takes Visa, but that does not appear to be the case. I called Visa customer support. They said the ecard was issued by another party and they would put me through to them. She did say that a supervisor at the issuer could issue me a refund. The automated system at the number she sent me to disconnected me.","date_sent_to_company":"2024-04-05T20:03:01.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"33428","tags":"Older American","has_narrative":true,"complaint_id":"8706955","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2024-04-05T19:33:11.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["She did <em>say</em> that a supervisor at the issuer could issue me a refund. The automated <em>system</em> at the number she sent me to disconnected me."]},"sort":[15.732866,"8706955"]},{"_index":"complaint-public-v1","_id":"4528073","_score":15.57093,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Trying to login to Experian 's website. Try to retrieve my user name using my birth date and social security number. Website says it sent an email to XXXX. This is not my email address. I don't have any addresses that end XXXX. I've tried many different ways to contact Experian to correct that but only run into automated responses that don't apply to this situation. I could find no way to contact a person. All phone number lead to automated systems that don't have an option for my problem and disconnect me if I try to get to an attendant.","date_sent_to_company":"2021-07-09T14:02:19.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"92688","tags":null,"has_narrative":true,"complaint_id":"4528073","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-07-09T13:49:19.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["<em>Trying</em> to login to Experian 's website. <em>Try</em> to retrieve my user name using my birth date and social <em>security</em> number. Website <em>says</em> it sent an email to XXXX. This is not my email address. I don't have any addresses that end XXXX. I've <em>tried</em> many different ways to contact Experian to correct that but only run into automated responses that don't apply to this situation. I could find no way to contact a person."]},"sort":[15.57093,"4528073"]},{"_index":"complaint-public-v1","_id":"3394005","_score":15.527278,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This customer service is horrible I cant open any bank account with no banks checking they tell me to call XXXX because of if theft alert on my social security number that XXXX is providing to these banks they refuse I called them and they say the same thing this is not fair when are my concerns going to be resolved this company XXXX and couldnt care less for me because they dont fix this issue I have proof from a bank that declined me stating the reasons and contacted this company to try and resolve this issue they say their is nothing they can do they play games with me and the banks refer me to this company to have this fixed with their system reporting internally id theft security alert do not open an account at this time the bank showed It to me and in a letter","date_sent_to_company":"2019-10-03T14:42:25.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"11365","tags":null,"has_narrative":true,"complaint_id":"3394005","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fidelity National Information Services, Inc. (FNIS)","date_received":"2019-10-03T03:09:56.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["this issue they <em>say</em> their is nothing they can do they play games with me and the banks refer me to this company to have this fixed with their <em>system</em> reporting internally id theft <em>security</em> alert do not open an account at this time the bank showed It to me and in a letter"]},"sort":[15.527278,"3394005"]},{"_index":"complaint-public-v1","_id":"16991129","_score":15.498265,"_source":{"product":"Credit card","complaint_what_happened":"I turned XXXXXXXX XXXX XXXX XXXX XXXX Since then, I have tried to establish credit multiple times. I have tried many different credit card companies and even tried to get a prepaid card. Unfortunately they have told me I have no FICO score and that there must be some sort of block on or fraud alert on my Social Security number. I have contacted Equifax, XXXX XXXX XXXX  XXXX unfortunately as soon as I put my social Security number in on their website, it says that they have experienced an error. And asked me to call a phone number. \nWhen I call the phone number and enter my Social Security number they then say I have to contact them by mail. I have done this multiple times requesting a copy of my credit report or if there is some type of problem with my Social Security number in their system to please fix it. I have given them copies of my drivers license, bank statements, insurance information, and different things to verify my identity, but I have gotten no response from them. Except a letter from XXXX asking for the same information over again that l 've already submitted twice before. At this point, I don't know what to do. I have XXXX credit because there must be something wrong in their system. I contacted the Social Security administration and they told me that there are no issues with my my number. The only thing they did verify which I was already aware of is that as a child my number was stolen and I had to be issued a second number that is the number I am currently using now I have no idea what that first number was. If you could please help me figure this out I would really like to start establishing credit.","date_sent_to_company":"2025-11-03T17:17:21.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"339XX","tags":null,"has_narrative":true,"complaint_id":"16991129","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-11-03T17:06:21.000Z","state":"FL","company_public_response":null,"sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["I turned XXXXXXXX XXXX XXXX XXXX XXXX Since then, I have <em>tried</em> to establish credit multiple times. I have <em>tried</em> many different credit card companies and even <em>tried</em> to get a prepaid card. Unfortunately they have told me I have no FICO score and that there must be some sort of block on or fraud alert on my Social <em>Security</em> number. I have contacted Equifax, XXXX XXXX XXXX  XXXX unfortunately as soon as I put my social <em>Security</em> number in on their website, it <em>says</em> that they have experienced an error."]},"sort":[15.498265,"16991129"]},{"_index":"complaint-public-v1","_id":"16997248","_score":15.4841795,"_source":{"product":"Credit card","complaint_what_happened":"I turned XXXX XXXX XXXX XXXX XXXX. Since then, I have tried to establish credit multiple times. I have tried many different credit card companies and even tried to get a prepaid card. Unfortunately they have told me I have no FICO score and that there must be some sort of block on or fraud alert on my Social Security number. I have contacted XXXX Experian and XXXX XXXX unfortunately as soon as I put my social Security number in on their website, it says that they have experienced an error. And asked me to call a phone number. When I call the phone number and enter my Social Security number they then say I have to contact them by mail. I have done this multiple times requesting a copy of my credit report or if there is some type of problem with my Social Security number in their system to please fix it. I have given them copies of my drivers license, bank statements, insurance information, and different things to verify my identity, but I have gotten no response from them. Except a letter from Experian asking for the same information over again that Ive already submitted twice before. At this point, I dont know what to do. I have XXXX credit because there must be something wrong in their system. I contacted the Social Security administration and they told me that there are no issues with my my number. The only thing they did verify which I was already aware of is that as a child my number was stolen and I had to be issued a second number that is the number I am currently using now I have no idea what that first number was. If you could please help me figure this out I would really like to start establishing credit.","date_sent_to_company":"2025-11-03T16:58:04.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"339XX","tags":null,"has_narrative":true,"complaint_id":"16997248","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-11-03T16:28:48.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["Since then, I have <em>tried</em> to establish credit multiple times. I have <em>tried</em> many different credit card companies and even <em>tried</em> to get a prepaid card. Unfortunately they have told me I have no FICO score and that there must be some sort of block on or fraud alert on my Social <em>Security</em> number. I have contacted XXXX Experian and XXXX XXXX unfortunately as soon as I put my social <em>Security</em> number in on their website, it <em>says</em> that they have experienced an error. And asked me to call a phone number."]},"sort":[15.4841795,"16997248"]},{"_index":"complaint-public-v1","_id":"13650292","_score":15.443721,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"This is the second complaint involving Experian. I can not unlock my credit freeze. The Experian system does not recognize me through my phone number and social security number or any other identification. The online system fails. The telephone calls hang up without a resolution. There is no way to request to talk to a representative of the company to resolve. The Experian App fails. I created an account, and the system crashes when I try to use it saying that either the internet connection failed or they are having internal system problems. It tells me to try later. I've been trying for days. I have sent two letters with identification. I have called at least seven phone numbers. One number was provided by local police based on their operating license with the city, and a facilities manager returned my call only to say that he knows nothing about the products but will pass my request to someone else. I have not heard back. I tried today to access the Experian website and app and got the same results. Help! My credit is locked and I can't conduct business.","date_sent_to_company":"2025-05-21T12:05:15.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"29732","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"13650292","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-21T11:38:48.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The Experian <em>system</em> does not recognize me through my phone number and social <em>security</em> number or any other identification. The online <em>system</em> fails. The telephone calls hang up without a resolution. There is no way to request to talk to a representative of the company to resolve. The Experian App fails. I created an account, and the <em>system</em> crashes when I <em>try</em> to use it saying that either the internet connection failed or they are having internal <em>system</em> problems. It tells me to <em>try</em> later."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.443721,"13650292"]},{"_index":"complaint-public-v1","_id":"10775381","_score":15.438203,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Experian will not confirm my identity over the phone, email, website, app, or mail. \nIf send a letter to Experian on XX/XX/year> with the social security number, name, phone number, current address with copy of a utility bill, auto insurance, drivers license and passport all of which contain my current address hoping gain access to my account at Experian. \nI have attempted to verify my status and eligibility to work through myEverify numerous times and fail their 5 questions 3 times on : XX/XX/XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX, every 3 to 4 days unto XXXX XXXX again. There system will not reflect credit report to confirm identity. \nI sent a FOIA requesting passport verification and was denied by the XXXX because of identity stating FOIA/PA is only for US Citizens XXXX \nExperian automated systems fail over the automated phone system at phone number XXXX, their is no options for speaking to a special agent and the directions are to visit Experian website. \nI have attempted login to their systems but experience internal error after verifying social security number I have tried phone calls with XXXX at Experian, their automated system says they are unable to assist me over the phone. There automated systems says to visit www.experian.com I have called ( XXXX ) XXXX at Experian many times, after confirming social security number the automated system says they are unable to assist with me over the phone and contact www.experian.com with assistance. \nI have called ( XXXX ) XXXX and this automated system verifies social security number, then tells me they know I have issues and are there to help, how ever their automatic system only provides website information to change login information and mailing address. \nWhen I contact www.experian.com for assistance and select 'log in \" I am prompted for a free credit report only only.\n\nI received a credit report one time for free. This credit report issued had many misspellings of my name, addresses, an old phone number, old addresses with misspellings. I was able to contact Experian one time to dispute some of these but they are still not accurate. \nI received a soft inquiry form Experian after USCIS inquired on XXXX. \nI can receive mail from Experian but can not log into their system as a user. \nThere is no email address at Experian to contact them.\n\nThere is only an automated system on 3 phone numbers that has no options to help.","date_sent_to_company":"2024-11-12T16:46:03.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"76012","tags":null,"has_narrative":true,"complaint_id":"10775381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-11-12T16:40:20.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I have attempted login to their <em>systems</em> but experience internal error after verifying social <em>security</em> number I have <em>tried</em> phone calls with XXXX at Experian, their automated <em>system</em> <em>says</em> they are unable to assist me over the phone. There automated <em>systems</em> <em>says</em> to visit www.experian.com I have called ( XXXX ) XXXX at Experian many times, after confirming social <em>security</em> number the automated <em>system</em> <em>says</em> they are unable to assist with me over the phone and contact www.experian.com with assistance."]},"sort":[15.438203,"10775381"]},{"_index":"complaint-public-v1","_id":"11046724","_score":15.436722,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Signed up for free trial for XXXX  then company charged me {$18.00} when I tried calling for days on end to cancel the trial and I have been unable to log in because the system is asking me security questions that Ive never even selected. The only email I have says to finish signing up for an account. I want my money back immediately","date_sent_to_company":"2024-12-06T01:00:37.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"11225","tags":"Servicemember","has_narrative":true,"complaint_id":"11046724","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2024-12-06T01:00:35.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["Signed up for free trial for XXXX  then company charged me {$18.00} when I <em>tried</em> calling for days on end to cancel the trial and I have been unable to log in because the <em>system</em> is asking me <em>security</em> questions that Ive never even selected. The only email I have <em>says</em> to finish signing up for an account. I want my money back immediately"]},"sort":[15.436722,"11046724"]},{"_index":"complaint-public-v1","_id":"5903571","_score":15.400499,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Trying to login to Experian 's website. Try to retrieve my user name using my birth date and social security number. Website says it sent an email to XXXX. This is not my email address. IT IS A XXXX  EMAIL! I don't have any addresses that end XXXX. I've tried many different ways to contact Experian to correct that but only run into automated responses that don't apply to this situation. I could find no way to contact a person. All phone number lead to automated systems that don't have an option for my problem and disconnect me if I try to get to an attendant.","date_sent_to_company":"2022-08-22T11:03:01.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"92688","tags":null,"has_narrative":true,"complaint_id":"5903571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-08-22T10:55:26.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Trying</em> to login to Experian 's website. <em>Try</em> to retrieve my user name using my birth date and social <em>security</em> number. Website <em>says</em> it sent an email to XXXX. This is not my email address. IT IS A XXXX  EMAIL! I don't have any addresses that end XXXX. I've <em>tried</em> many different ways to contact Experian to correct that but only run into automated responses that don't apply to this situation. I could find no way to contact a person."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.400499,"5903571"]},{"_index":"complaint-public-v1","_id":"3147444","_score":15.364885,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Im trying to set up XXXX and estate planning for my XXXX mother. I currently have a security freeze with Equifax. Everytime I call, they say system is updating and call back in an hour. Its been 24 hours now and my mothers application for XXXX and my estate planning is on hold. Im here in Florida trying to resolve these issues and I have to fly back in the next few days with my mothers life in XXXX and finances are in limbo. This could be a very expensive glitch and XXXX of dollars are in the line.","date_sent_to_company":"2019-02-09T15:28:28.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"117XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3147444","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-02-09T15:17:18.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Im <em>trying</em> to set up XXXX and estate planning for my XXXX mother. I currently have a <em>security</em> freeze with Equifax. Everytime I call, they <em>say</em> <em>system</em> is updating and call back in an hour. Its been 24 hours now and my mothers application for XXXX and my estate planning is on hold. Im here in Florida <em>trying</em> to resolve these issues and I have to fly back in the next few days with my mothers life in XXXX and finances are in limbo."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.364885,"3147444"]},{"_index":"complaint-public-v1","_id":"7865721","_score":15.3412075,"_source":{"product":"Student loan","complaint_what_happened":"So I have been trying to reach out to Nelnet for the past XXXX weeks and I have not been getting anywhere with Nelnet every time I called their customer service, I've always been on Hold for over an hour just to get through them. It's just impossible for me to get through, I try to access the account information online with a user named password. They told me that my information can not be confirmed or verified. I tried the automotive system. The automated system will not takemy social security number or date of birth. It says that information does not match either. So what I'm trying to find out is how can I go out about making payments or see if I can even afford to make payments? Because you are asking close to {$3000.00} on my monthly payment. Which I can not afford so that's my complaint. My complaint is that I can not get through to you guys through the animated system to discuss my account options","date_sent_to_company":"2023-11-18T16:47:36.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"60435","tags":null,"has_narrative":true,"complaint_id":"7865721","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2023-11-18T16:41:03.000Z","state":"IL","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["The automated <em>system</em> will not takemy social <em>security</em> number or date of birth. It <em>says</em> that information does not match either. So what I'm <em>trying</em> to find out is how can I go out about making payments or see if I can even afford to make payments? Because you are asking close to {$3000.00} on my monthly payment. Which I can not afford so that's my complaint. My complaint is that I can not get through to you guys through the animated <em>system</em> to discuss my account options"]},"sort":[15.3412075,"7865721"]},{"_index":"complaint-public-v1","_id":"6023983","_score":15.3398075,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been trying for the last week to lift a credit freeze with Equifax. I have tried using the telephone and the computer. The system tells me they cant find me and will not continue when I have given my social security number, date of birth and full name. Also they seem to require that I have a cell phone to continue. I do not because we live in an area without cell service. I have a PIN number from when I established the credit freeze in XXXX. They no longer honor it since they changed the system in XXXX but did not inform me. I have spent a number of hours trying to lift the freeze for 30 days but can not get through the layers of roadblocks they have imposed. On many occasions the system simply goes dead, or says we cant find you or some such. I have had zero trouble with the other two major credit agencies. Equifax is a disaster that we all depend on.","date_sent_to_company":"2022-09-28T00:56:54.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"986XX","tags":"Older American","has_narrative":true,"complaint_id":"6023983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-09-28T00:38:38.000Z","state":"WA","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["They no longer honor it since they changed the <em>system</em> in XXXX but did not inform me. I have spent a number of hours <em>trying</em> to lift the freeze for 30 days but can not get through the layers of roadblocks they have imposed. On many occasions the <em>system</em> simply goes dead, or <em>says</em> we cant find you or some such. I have had zero trouble with the other two major credit agencies. Equifax is a disaster that we all depend on."]},"sort":[15.3398075,"6023983"]},{"_index":"complaint-public-v1","_id":"8914939","_score":15.285791,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit freeze on my account with Experian because I've been the victim of identity theft. I recently applied for a new credit card so I needed to unfreeze my account. I tried calling Experian but they do not allow you to speak to a human ( their system doesn't permit it ). It's all automated, but it doesn't always work. Their automated system doesn't recognize validnumberskeyedin on thephonepad ( such as your social security number ). Even though I had entered in the right number, the system wouldn't accept it. I tried to transfer to a person but couldn't. the system says they only transfer you to a person in limited circumstances ( what that means is anyone 's guess ). I had to call back repeatedly. When I tried hitting \" XXXX '' or asking for an agent or representative the system kept saying that's not a option, and eventually hung up on me. How can Experian be permitted to hang up on consumers? How can Experian not have people who can answer the phones? \n\nWhen one time I was able to reach someone, thepersonwas not based in theUSA. How can an organizationthat controlssuch sensitiveinformation not be based in theUSA? \n\nLastly, why can't unfreezes be limited to a particular back or credit card company? The system only permits wholesale unfreezes, which means any bad actor can apply for credit in that open window. Consumers should be able to say please unfreeze my credit only for the XXXX  company.","date_sent_to_company":"2024-05-02T20:10:17.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"117XX","tags":null,"has_narrative":true,"complaint_id":"8914939","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-05-02T19:50:51.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I <em>tried</em> calling Experian but they do not allow you to speak to a human ( their <em>system</em> doesn't permit it ). It's all automated, but it doesn't always work. Their automated <em>system</em> doesn't recognize validnumberskeyedin on thephonepad ( such as your social <em>security</em> number ). Even though I had entered in the right number, the <em>system</em> wouldn't accept it."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.285791,"8914939"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1130,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1130}]}},"product":{"doc_count":1130,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":205,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":190},{"key":"Other personal consumer report","doc_count":13},{"key":"Credit repair services","doc_count":2}]}},{"key":"Checking or savings account","doc_count":184,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking 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