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 June 21, 2016, and followed by a request to cancel the membership on July 1, 2016.Customer satisfaction is our priority,...

as a courtesy we have issued a refund of $21.95 on July 1, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.  Our website describes the offer and the order form details the terms and conditions of the 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 customer agrees to these terms when submitting their order.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.
Our records indicate that you ordered a credit report along with a membership in Experian CreditWorksSM .The membership was not cancelled; consequently, in accordance with the published...

terms of our offer, the credit card provided was charged our monthly membership fee on February 24, 2017. Also in reviewing your customer file it appears you purchased your 3 bureau credit report on that date. We received notification from you to cancel the membership on April 24, 2017 and a one month courtesy refund was issued for $19.95.
Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.
At this time we would like to express our regret that your experience with Experian CreditWorksSM .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:
Introductory price of $4.99 for your first month of access, then just $24.99 each additional month. Cancel anytime if not satisfied.
Credit score calculated based on FICO® Score 8 model. Your lender or insurer may use a different FICO® Score than FICO® Score 8, or another type of credit score altogether.
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
When you order your 3-Bureau Credit Report and FICO® Scores here, you will begin your membership in Experian CreditWorksSM. Your credit card will be charged an introductory rate of $4.99, plus $.31 sales tax for a total of $5.30, for the first month of your membership. After the first month, you will be charged $24.99, plus $1.56 sales tax for a total of $26.55, 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.
Please note that the price disclosed during your enrollment was $19.95.
We have issued an additional credit for $44.90 on April 28, 2017. When we issue a credit it can take from 3 - 5 business days for them to post the funds to your 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 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 May 26, 2016.  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 June 28, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.In response to your complaint, we have cancelled your membership. 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 describes the offer and the order form details the terms and conditions of the 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 customer agrees to these terms when submitting their order.Please be advised that enrolling in an Experian Credit Tracker? membership product as you did on May 26, 2016, is not necessary to dispute credit information on your credit file. Although there are many benefits of enrolling in Experian Credit Tracker?, including fraud resolution assistance and daily monitoring of you credit file, you have the right to dispute information on your credit file directly with Experian® at no charge to you. You are also entitled to a free copy of your credit report once per year and can obtain this report at www.annualcreditreport.com.It is unfortunate that you had an adverse experience while dealing with Experian Credit Tracker?. We vigilantly strive to provide the highest standards of customer care and satisfaction. 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.

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 did in fact receive a refund from my credit card company and do not expect Experian to pay that amount again, obviously, since I received my money. However, I do think what they are doing and advertising on their website is misleading to consumers and should continued to be reviewed. I stand by my original complaint which was about the incredibly misleading way in which Experian tricks people into buying services they don't want. I think the Revdex.com should consider reviewing these standards to better protect the consumer. Thank you for all of your help on this issue. 
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 June 15, 2015, and followed by a request to cancel the membership on July 18, 2015.  Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on July 23, 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 the payment page before your order was submitted and your credit card was charged:PAYMENT INFORMATIONWhen 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.

Business Bureau:
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]

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 29, 2014, and followed by a request to cancel your membership on January 6, 2015.Customer...

satisfaction is our priority, as a couresy we have issued a refund of $21.95 on January 8, 2015. 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 reflect 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 & 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.

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]

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com®.Our records indicate that you enrolled with Freecreditreport.com® on January 18, 2015, and followed by a request to cancel the membership on January 26, 2015.  Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $17.99 on January 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. The membership has been canceled.At this time we would like to express our regret that your experience with Freecreditreport.com® 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 and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.Please be advised that the price disclosed when you subscribed was $17.99.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns.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 and internet access to their personal credit reports.Our records indicate...

that you enrolled in our free credit monitoring membership, Experian CreditWorksSM Basic, on January 2, 2017.  This membership offers a free refresh of your Experian(R) report and FICO(R) Score every 30 days, free of charge.Our records additionally indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian CreditWorksSM, was ordered on February 14, 2017, utilizing an American Express credit card with the last four digits 9489.  On this date a three bureau credit report and scores was also ordered.  Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on February 28, 2017.  The paid benefits of the membership were canceled on March 8, 2017.Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $62.90 on March 15, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 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 have already received a full refund. I consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with ProtectMyID(R).
Our records indicate that you enrolled with ProtectMyID(R) on December 19, 2015, and followed by a request to cancel the membership on January 07, 2016. 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 January 8, 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 ProtectMyID(R) 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 enroll in identity theft protection, you will begin your trial membership in ProtectMyID. If you don't cancel your membership within the 7-day trial period*, you will be billed for $15.95 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 $19.95
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 FreeCreditReport.com(R) on October 4, 2007, and on March 29, 2015 the membership with FreeCreditReport.com(R) was upgraded to Experian Credit...

TrackerSM.  This was followed by a request to cancel the membership on September 2, 2016.  Our website describes each of our offers and each respective order form details the terms and conditions of the order, including prices and billing. The consumer agrees to these terms when submitting his/her order.Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on September 19, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account. Unfortunately, we are not able to delete your account or profile records at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, in order to comply with applicable law. We understand the sensitive nature of this information, and maintain this data in a secure manner and respect your privacy in accordance with our privacy policy.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM.  We vigilantly strive to provide the highest standards of customer care and satisfaction.  We do understand and acknowledge your frustration.  We trust that this explanation has gone some way to clarify 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.
[How convenient that one form letter begets the next.  Typical of a company without an interest in doing anything honorable, let alone .  When standard procedure is to take someone's money in a misleading way, without providing the service offered, you'll have upset people people in return.  Of course, it's cost effective to pay someone in the [redacted] to handle mislead consumers until they go away.  My thought behind the concept of the Revdex.com was to protect consumers from companies that are dishonest; not to act entirely as a mediator between the thief and victim.  In my case, the purpose of the complaint is to make the public aware of misleading of ruthless and unfair business practices.  The original response from Experian was NOT FACTUAL.  From arm's length it seems credible, but the language was crafted and intended to make people like me simply go away and ensure that it would cost too much to provide services as represented.  The only way to make me go away would have been to honor the Experian commitment to it's customers.  How difficult would it have been, really, for Experian to take my membership fee and provide the service offered? If that had been the solution, there would be no problem now.  Instead, every possible way to avoid providing what was charged to my credit card is being explained away, without ever providing the product paid for.  This is absolutely ridiculous.]
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.
Thanks for the credit of $14.95,  however they also charged my card $19.95 at the same time.   I want to mention that I spent considerable time on the phone with calls to Experian and my bank.  I spoke with an Experian supervisor who was rude and no help at all.   My bank reversed the charges but they charged both again the next day.  Revdex.com in regards to consumer complaint #[redacted]. 
Regards,
[redacted] PS:  I really appreciate your efforts on this matter.  I'm amazed Experian payed attention at all.  When I spoke to their supervisor, I said I would file a claim with Revdex.com. The supervisor said that's fine.

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 18, 2014, and followed by a request to cancel the membership on August 26, 2014. 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 plus $1.25 sales tax for a total of $21.20 on October 3, 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.  The below disclosure is displayed on the payment page:
PAYMENT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM Credit Monitoring. 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 $19.95 plus $1.25 sales tax for a total of $21.20/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting 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.
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 CreditWorksTM.
Our records indicate that you ordered a one dollar credit report along with trial membership. The membership was not cancelled; consequently, in accordance with the published terms of our...

offer, the credit card provided was charged our monthly membership fee on May 5, 2016. We received notification from you to cancel the membership on May 9, 2016.
Our website describes the offer and the order form details the terms and conditions of the 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 consumer agrees to these terms when submitting their order.
We have, as a courtesy, issued a refund of the monthly fee. Please Allow 3 - 5 business days for these funds, an amount totaling $23.90, to process to the credit card account. (It is also important to note that this refund should appear on your next credit card statement.)
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 ProtectMyID(R) Elite.
ConsumerInfo.com(R), Inc. (“CIC”) and its product, ProtectMyID(R) Elite, is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit...

monitoring and internet access to their personal credit reports.
Our records indicate that you enrolled into a complimentary 1-year membership with ProtectMyID(R) Elite on October 23, 2015, which was provided in response to a security incident.
At this time we would like to express our regret that your experience with ProtectMyID(R) Elite may not have met your expectation or our standard of excellence. ConsumerInfo.com vigilantly strives to provide the highest standards of customer care and satisfaction.
Additionally, the statements ascribed to our customer service representatives are not in accordance with our policies; we will be addressing these allegations directly with the representatives, and will take the appropriate steps to prevent a reoccurrence of such events.
The Insurance provided with your ProtectmMyID (R) Elite is underwritten by AIG. AIG is a third party service provider of identity theft insurance. Protect MyID(R) Elite is not an insurance company and only AIG is responsible for evaluating and handling claims under the Insurance Policy.
A Summary of Benefits, instructions on how to request a copy of the policy, and AIG contact information is available online on the homepage and can be accessed through the URL: http://www.protectmyid.com/summary-of-benefits
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 CreditWorksSM.   Our records indicate that you ordered a one dollar credit report along with a trial membership on December 5, 2016.  The membership was not cancelled; consequently, in accordance with...

the published terms of our offer, the credit card provided was charged our monthly membership fee on December 14, 2016 and January 14, 2017. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your phone request, your paid benefits will cease, effective February 13, 2017. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you. Our records also indicate that you ordered a 3-Bureau Credit Report with FICO(R) Scores on December 15, 2016. Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund of $39.95, for the 3-Bureau Credit Report, and $21.95, for the second monthly billing, on January 18, 2019.  We have also processed a refund in the amount of $21.95, for the first monthly billing, on January 19, 2017.  This makes a total refund of $83.85.  Please allow 3 - 5 business days for these funds to process to the credit card account. At this time we would like to express our regret that your experience with Experian CreditWorksSM 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 and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. 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 easily cancel your trial membership online anytime within the trial period without charge. The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered: PAYMENT INFORMATION When you order your $1 Credit Report and FICO(R) Score here, you will begin your 7-day trial membership in Experian CreditWorksSM. 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 for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting us at any time; 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 writing and expressing your concern regarding your membership with [redacted].
Our records indicate that you enrolled with [redacted] on February 21, 2015, and followed by a request to cancel the membership on June 1, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $17.99 to the credit card on file.
On March 29, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $53.97 on June 16, 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.
Please be advised that the price disclosed when you subscribed was $17.99.
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.