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In a written statement, Experian suggested that what happened to Rishi and Turner was not a normal occurrence, and that its security and identity verification practices extend beyond what is visible to the user. “I have no confidence this won’t happen again.” “I get so angry when I think about all this,” he said.

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“Experian now sometimes does require MFA for me if I use a new browser or have my VPN on,” Rishi said, but he’s not sure if Experian’s free service would have operated differently.

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Even using the paid Experian service, there were no additional multi-factor authentication options available, although he said Experian did send a one-time code to his phone via SMS recently when he logged on. For now, Rishi has decided to pay Experian $25.99 a month to more closely monitor his account for suspicious activity. Like Turner, Rishi is now worried that identity thieves will just hijack his Experian account once more, and that there is nothing he can do to prevent such a scenario. Upon completing the sign-up, Rishi noticed that his credit was unfrozen.

“I was able to open a new account at Experian starting from scratch, using my SSN, date of birth and answering some really basic questions, like what kind of car did you take out a loan for, or what city did you used to live in,’ Rishi said. That’s when Rishi decided to see if he could create a new account for himself at Experian. Rishi said Chase agreed to cancel the unauthorized account application, and even rescinded its credit inquiry (each credit pull can ding your credit score slightly).īut he never could get anyone from Experian’s support to answer the phone, despite spending what seemed like eternity trying to progress through the company’s phone-based system. Rishi said the alert surprised him because his credit file at Experian was frozen at the time, and Experian did not notify him about any activity on his account.

Rishi said he recently discovered his Experian account had been hijacked after receiving an alert from his credit monitoring service (not Experian’s) that someone had tried to open an account in his name at JPMorgan Chase. “Given that Experian doesn’t support two-factor authentication of any kind - and that I don’t know how they were able to get access to my account in the first place - I’ve felt very helpless ever since.”Īrthur Rishi is a musician and co-executive director of the Boston Landmarks Orchestra. “The most frustrating part of this whole thing is that I received multiple ‘here’s your login information’ emails later that I attributed to the original attackers coming back and attempting to use the ‘forgot email/username’ flow, likely using my SSN and DOB, but it didn’t go to their email that they were expecting,” Turner said. But now he’s wondering what else he could do to prevent another account compromise. Turner said he was able to regain control over his Experian account by creating a new account. “At that point, the representative read me the current stored security questions and PIN, and they were definitely not things I would have used.” “I was able to answer the credit report questions successfully, which authenticated me to their system,” Turner said. But the PIN and secret questions had already been changed by whoever re-signed up as him at Experian.

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Experian’s password reset process was useless at that point because any password reset links would be sent to the new (impostor’s) email address.Īn Experian support person Turner reached via phone after a lengthy hold time asked for his Social Security Number (SSN) and date of birth, as well as his account PIN and answers to his secret questions. Turner said that in early June 2022 he received an email from Experian saying the email address on his account had been changed. Turner said he created the account at Experian in 2020 to place a security freeze on his credit file, and that he used a password manager to select and store a strong, unique password for his Experian account.

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John Turner is a software engineer based in Salt Lake City. Research suggests identity thieves were able to hijack the accounts simply by signing up for new accounts at Experian using the victim’s personal information and a different email address. In both cases the readers used password managers to select strong, unique passwords for their Experian accounts. Twice in the past month KrebsOnSecurity has heard from readers who had their accounts at big-three credit bureau Experian hacked and updated with a new email address that wasn’t theirs.