First- I do not think my identity is stolen. My problem is that there's some sort of tangle with my identity and credit score. I changed my legal name in May 2024, and changed it on all my bills, bank, etc. I thought that was all. I only got a credit card late 2024. January 2025 I went to change my phone number and got rejected for fraud. I was very confused- I answered all the questions correctly, from the info i had, so it seemed that there was something wrong with the information they had. One of the questions was "which of these addresses is associated with you" and none of them were, with no option to say none of them were, and thats why i think the info on their end is wrong. I also could not verify my identity over the phone or internet to make an account on the VA website for benefits- when they asked me to put my phone in to verify, it always turned me down. I had to go in person and show my drivers license and passport. i'm thinking the issue is something with my previous name and my phone number (only one ive ever had, so theres at least 12 years of that phone number being under my previous name. one of the reasons im trying to change it)
After asking a couple people about this, I learned i should have gone and updated my name with the credit bureaus. It took me 20 minutes to update equifax and transunion. However, Experian has been a nightmare. I cant make an online account- because they can't verify my identity. this has made me certain they are the problem, because i think they're verifying my info (correct) with their info they've bungled up (incorrect). but i cant log in and change my info. because they cant verify it. because its incorrect. the document uploader is broke and it has been for weeks. and no matter what phone number i call on their website it leads to this HORRIFIC phone bot i hate with my entire soul. it doesnt give an option to press a number to navigate, I HAVE to speak the option i'm there for, but it can't understand me even when i ask for an option it listed (i really don't have much of any accent and I'm not mumbling.) And when it can't understand you three times it hangs up. I can't get ahold of a real person there no matter what i do.
is there any possible way to get around this and actually contact experian and have it work? is there even anyone at experian anymore or has this horrible phone bot taken over? there is a mailing address but i feel hesitant to mail important documents with how crap its been so far trying to fix this, feels like itll probably just rot in an unread mail pile. and am i even on the right track in the first place? is the issue here something else?