Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on January 18, 2015, and followed by a request to cancel the membership on January 25, 2015. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95. Please allow 3-5 business days for these funds to process to your credit card account. It is also important to note that this refund should reflect on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
Important Information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period**, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership any time within the trial period without charge.
Additionally, the statements ascribed to our customer service representative are not in accordance with our policies; we will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of such events.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 12, 2015, and followed by a request to cancel the membership on the same date.
At the time of enrollment, our...

records indicate that you also purchased and viewed your 3 bureau credit report. Experian Credit Tracker? does not include reports and scores from all three credit bureaus. After enrollment, we provide our customers the opportunity to purchase a 3 bureau credit report to supplement the information provided with Experian Credit Tracker?.
We display the following disclosure when you order your 3 bureau report and scores:
PAYMENT INFORMATION
Note: Your credit card will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is non-refundable.
To ensure your satisfaction, we have issued a refund in the amount of $39.95 on May 15, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on December 11, 2015, and followed by a request to cancel the membership on December 29, 2015.  A Welcome email...

notification was sent to the email address you provided at the time of enrollment. Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on January 22, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page: Important information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the business' response to my complaint and am satisfied that they are issuing me a refund. However, I think you should look into their more than questionable business practice as I have seen numerous other reviews of people getting tricked into their ridiculous membership. Furthermore, I am lucky to have a good bank that will waive my overdraft charges, but they should be reimbursing me for this fee. Their response that it's my responsibility to have sufficient funds to pay for their membership would be accurate if I had voluntarily signed up for their scam membership in the first place. Their passive aggressive blaming of me for the scam they are running is ridiculous and they should be punished by someone. I would like a legitimate apology rather than a regurgitation of their scam policies and procedures because I don't care what their "fine print" says. They are running a scam. I never overdraft my account and to be accused of irresponsibility when I didn't authorize those charges is ridiculous. I was never notified of a need to cance or a membership. And they are getting away with a crime. 
Regards,
[redacted]

I only noticed the issue with the company 11/30/2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have called my bank, [redacted] and read them the transaction number which you have given to me, and the bank has no knowledge of this transaction. You have told me that the money is being held by my 'credit card issuer' which is something that I do not understand. All transactions with Experian were done with a [redacted] DEBIT card. Can you please provide me with the Card details that Experian used to provide my refund? The only card details experian could have had tied to my account was a card number for an expired card. I personally do not have this card number anymore, but I imagine that if Experian actually did attempt to refund me on May 18th, then there should be some record of this and it should include a card number. My bank has informed me that they can only attempt to help track down this money with the card number. I have absolutely no idea how I am supposed to track down this supposed refund with the information that has been provided to me. Please let me know what to do next. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.
Our records indicate that you enrolled with CreditCheck(R) Total on October 2, 2015, and followed by a request to cancel the membership on December 1, 2015. A Welcome email notification was...

sent to the email address you provided at the time of enrollment. We do not have any record of a cancellation request prior to being charged for the membership fee.
At the time of cancellation, a one month courtesy refund was issued for $29.95.
At this time we would like to express our regret that your experience with CreditCheck(R) Total may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION
When you order your $1 3-Bureau Credit Report & FICO(R) Scores, you will begin your 7-day trial membership in CreditCheck(R) Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $29.95 on December 2, 2015 for the remaining membership fee. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
We wish to emphasize that for the duration of the membership we provided a number of benefits available to you at any time through our website, including, but not limited to, access to your credit report, as well as credit monitoring alerts which were updated daily.
We are not able to delete your requested information from our customer database at this time. We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. In addition, pursuant to Federal regulatory requirements we must retain a customers’ core account information (and any and all records of customer complaints pertaining to such account) for six (6) years. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I understand that it is partially my fault for not watching my bank statements closely but your company is still ripping people off and your company needs to not mislead its customers in stating you give a free credit score.
[redacted]
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on April 4, 2015, and followed by a request to cancel the membership on April 12, 2015. A welcome email notification...

was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 plus $1.37 sales tax for a total of $23.32 on April 14, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO(R) Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account.
Experian Credit TrackerSM does offer a $1 7-day trial membership to our credit monitoring product. However, the trial membership offer is valid for first time customers only....

Returning customers are presented with a "Welcome Back” screen informing them that if they continue with the order process, they will immediately become paying members. This means the credit card we have on file would be billed the day of the enrollment.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 5, 2014. As a returning member, and in accordance with the published terms of our offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel, the credit card provided was immediately charged the monthly membership fee of $14.95. We then, received notification from you to cancel the membership on December 17, 2014. At the time of cancellation, a one month courtesy refund was issued for $14.95.
As a courtesy, we have issued an additional refund of $59.80 on December 18, 2014. Please allow 7 – 10 business days for these funds to process to your credit card account. Please be aware, however, that this refund may not be reflected on your credit card statement for 1 – 2 billing cycles.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on June 23, 2015, and followed by a request to cancel the membership on July 8, 2015. Email notifications were sent to...

the email address you provided at the time of enrollment.
We apologize for any inconvenience or misunderstanding. Our records also indicate that your bank has recovered the fees for you, an amount totaling $23.90, as of July 9, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website provides the following disclosure on the payment page before your order was submitted and your credit card was charged:
PAYMENT INFORMATION
When you order your $1 Credit Report and FICO Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95 plus $1.95 sales tax for a total of $23.90/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing bycontacting us at any time; however you will not be eligible for a pro-rated refund of your current month's paid membership fee.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 31, 2015, and followed by a request to cancel the membership on June 9, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on June 11, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on June 10, 2015, and followed by a request to cancel the membership on June 16, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95, for a total of $21.95 on June 22, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We appreciate the time you took to send us your comments and suggestions.
We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for contacting us regarding the account opened at Creditreport.com™. Thank you for informing us of your recent experience with Creditreport.com™. ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit monitoring services and internet access to their personal credit reports. Our records indicate that [redacted]. enrolled with Creditreport.com™ on June 11, 2014, utilizing a Visa with the last four digits [redacted]. Our website describes the offer in detail and the Order Form.  Details, along with the terms and conditions of the offer, including billing at the end of the $1 trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order. A welcome email notification was sent to the email address she provided at the time of enrollment. Customer satisfaction is our priority, as a courtesy we have issued a full refund for 8 months, total of $239.60 on January 22, 2015.  Please allow 3 - 5 business days for these funds to process to her credit card account.  It is also important to note that this refund should appear on your next credit card statement. In response, CIC has cancelled the membership. At this time we would like to express our regret that your experience with Creditreport.com™ may not have met her expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $24.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Please be advised that the price disclosed when she subscribed was $29.95. We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on September 6, 2014 and followed by a request to cancel the membership on September 16, 2014. 
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $29.95 on September 20, 2014. Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with CreditReport.comTM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $29.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on March 11, 2015, and followed by a request to cancel the membership on March 19, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 for the membership fee on March 31, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO(R) Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No, I did NOT opt in to receive emails.  Due to having this same issue with you in the past I made sure to uncheck the box that asked if I would like to receive emails.  And to top it off, this should have been handled through your customer service after my first complaint to you and not have had to go through the Revdex.com to get you to comply with my request.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
How is that for proof this credit bureau is a rip off. I tell them I am unable to log into the site, something I paid for and they dont even address the issue. Thats fine, they can explain it to the judge. You had your chance. I will also be notifying the Indiana Secretary of State to let them know the fraudulent business practices by this company.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My business was with www.annualcreditreport.com and not with Experian.  That was the website that I accessed and received all 3 credit reports for free and paid $1 for my FICO score, which I received.  I never requested anything from Experian.  I have NEVER received any credit reports other than the free ones from Experian, TransUnion and Equifax on January 20.  I have received nothing further from TransUnion and Equifax.  I NEVER provided an email address to Experian so I never received ANYTHING about an account. One the same day that I was charged $1 for the FICO score I was charged $36.95 by Experian.  There was no 7 day waiting period because I had NO idea that I even had an Experian account.  Then, I was charged another $21.95 eight days after I supposedly signed up for a credit report from Experian, which I did not.  I never provided ANY information to Experian, just www.annualcreditreport.com.  This is the practice I have done for years as recommended by my bank.  I have NEVER had an issue before now.  I found out through customer service that the fee of $21.95 increased to almost $25 because I suddenly got "enhanced" service.  I received nothing from Experian even about this.  This charge was credited to my account and the account supposedly stopped.  Prior to this time there was no attempt by Experian to contact me in any way and I initiated that contact.
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]