Experian Consumer Services

Thank you for the opportunity to clarify the $39.95 charged at the time of your enrollment.Our records indicate that on July 14, 2015 you ordered a $1(dollar) Experian(R) Credit Report and FICO(R) Score from Experian.com which enrolls you into the 7-day trial of our...

monitoring product.  Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report at time of enrollment.At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page: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.Our records further indicate that we have issued a credit for $39.95 on July 14, 2015. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies. 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 hope the above information is helpful to you in considering this matter.

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 can't possibly have any documentation since the account was illegally opened by a criminal.  And supported by this fraudulent company.
Since the Revdex.com won't hold companies policies to a higher standard then I guess that's why credit card fraud is so rampant.
 
 
Regards,
[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 October 29, 2015, and followed by a request to cancel the membership on November 10, 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 November 17, 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 informing us of your recent experience with Experian Credit TrackerSM. Experian Credit TrackerSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
Let us assure you, the statements...

made to you by our 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 events.
The product that you ordered was an Experian(R) credit report and score for $19.95. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying score that you ordered was listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order.
As a courtesy, we have issued a full refund of the purchase price, an amount totaling $19.95 to the [redacted] ending in [redacted] on July 22, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account.
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 as you that we are able to improve our products and memberships.
We hope the above information is helpful to you in considering this matter.

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.
It is nice to see that the company keeps notes in their system... it is unfortunate that they did not record the true root cause of the issue. 
Rather than accepting responsibility for their errors, they choose to state that my CC was not able to be processed. Their system failed to update the CC information properly and they continued to bill the OLD card. Updating the information again was not an option since it was showing correct information on my end.
 
Since this company chooses to ignore their responsibility to their customers and pretend they are providing customer service; I choose to close my account with the company and have already done so.
Regards,
[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 July 27, 2015.  A Welcome email notification was sent to the email address you provided at the time of enrollment....

 This was followed by a request to cancel the membership on April 25, 2016.  At the time of cancellation, a one month courtesy refund was processed in the amount of $21.95.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $175.60 on April 25, 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 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. Thank you for issuing the credit so quickly.   
Regards,
[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 as long as the account is closed.  As of now 2 minutes ago, it is still there.  If I and the business both choose to engage in further interactions, I can create a new account.  I don't want the account to remain in the meantime because I consider unattended accounts to be a potential security risk.  The refund appears to have been processed already.
Regards,
[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 February 17, 2015, and followed by a request to cancel the membership on February 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 to the card on file on February 27, 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 $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 October 11, 2014, and followed by a request to cancel the membership on June 5, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $169.55 to the card on file on June 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 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 anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $14.95. 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on January 11, 2015, and followed by a request to cancel the membership on January 12, 2015.  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: PAYMENT INFORMATION When you order your credit report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $19.95 for each month you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month’s paid membership fee.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to clarify the $39.95 charged at the time of your enrollment.
Our records indicate that on November 3, 2015 you ordered an Experian(R) credit report from Experian Credit TrackerSM which enrolls you into the 7-day trial of our monitoring product. Also in reviewing...

your customer file it appears you purchased and viewed your 3 bureau credit report on the same date. This was followed by a request to cancel the membership on November 5, 2015.
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(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.
At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:
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.
As a courtesy, we have issued a credit for $39.95 on November 6, 2015. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.
In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.
We appreciate the time you took to send us feedback regarding our website. 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on November 22, 2014, and followed by a request to cancel the membership on December 4, 2014.  A welcome email...

notification was sent to the email address you provided at the time of enrollment. At the time of Cancellation, a courtesy refund was issued for $32.95 for 3 bureau credit reports and scores. Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95 plus $1.25 sales tax for a total of $21.20 on December 6, 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 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 & FREE 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 informing us of your recent experience with FreeCreditReport.com(R).  FreeCreditReport.com(R) prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  Our...

records indicate that you enrolled with FreeCreditReport.com(R) on January 28, 2015, and followed by a request to cancel the membership on February 20, 2015.  At the time of cancellation, a refund was processed in the amount of $3.00.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $14.99 on February 25, 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.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 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 August 4, 2015. A Welcome email notification was sent to the email address you provided at the time of enrollment....

 On February 14, 2016, you contacted us to cancel the membership.  In accordance with our published refund policy, a refund of $21.95 was issued at that time.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $109.75 on May 18, 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 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 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on November 7, 2014, and followed by a request to cancel the membership on November 16, 2014. 
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on November 17, 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 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 & FREE 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 CreditWorksSM Basic. Our representative reached out to you on May 10, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved. For any...

additional assistance, please reach out to our representative at the telephone number provided to you. We hope the above information is helpful to you in considering this matter.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our binding policy position on the matter, we can advise the following:At this juncture, we are unable to delete your requested information from our customer database because we are obliged by both company policies and regulatory requirements to retain records documenting that our delivery of credit information to you is proper and in accordance with the Fair Credit Reporting Act and other applicable laws. 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 do understand and acknowledge your frustration. However, we trust that this explanation has gone some way to clarifying our policies and position on 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 December 31, 2015, and followed by a request to cancel the membership on December 31, 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 $1.00 on January 5, 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.

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 October
14, 2014, and followed by a request to cancel the membership on October
24, 2014. 
Customer...

satisfaction is our priority,
as a courtesy we have issued a refund of $14.95 on October 28, 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 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 & FREE 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 $14.95 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.