Called Experian yesterday to ensure that I have both a security freeze and fraud alert on my Experian credit reporting account.
6/8/20 - Called and waited 32 minutes before reaching someone who's phone doesn't work - I could hear him, yet he couldn't hear me. Called again and was on hold for 15 minutes after being transferred - now I've been transferred a third time and expect to be on hold again for a while for who knows what result. I am not able to log into Experian's website even though I have an account (apparently from a data migration that wasn't successful, yet those of use affected were not informed). I did not receive a login email "within 10 minutes" after my call.
6/9/20 - After not receiving a login email, and now on my third call to Experian, I was transferred to the dispute dept even though I mentioned login issues, and am now at over 3 calls and 2.5 hours (32m, 61m, 95m) on the phone. More concerning, due to a misspell, Experian may have emailed my user information to another email. So much for "security".
It also turns out the fraud alert I asked for was not added yesterday, and I still don't see the security freeze after being able to log back into my account today. In fact, I see my account was unlocked (?) after checking online. At this point, I have no confidence that my Experian account has a security freeze and fraud alert.
Experian's ineptitude even affected our mortgage application back in December - fortunately the lender was okay with accepting the other two major agency reports.
When I called Innovis yesterday, it was a completely different experience. First person that answered right away added a fraud alert, security freeze and even offered a free credit report, all in less than 10 minutes. I have not had any of these Experian issues with Equifax or Transunion.
How is Experian going to provide seamless customer service instead of bungling everything possible, wasting the public's time and ironically putting our credit reports at risk by sending login and user information to another email address?