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Experian past 30 days

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Experian is way past their 30 days. I sent them a notice of such, and I explained to them in detail the problem, and this is what I got back from them:

We were unable to honor your recent requst because we were unable to access your report using the identification information you supplied. Please read the information bleow if you would like to "order" a copy of your report. blah blah...How can they be "unable" to access my report when I supplied my name, address, ssn, and the exact account and number they were still showing as under investigation 3 weeks after it was to be completed? What do I do now? :confused:

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