Experian Consumer Services

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 am receiving ALL mail through the [redacted].  Experian needs to stop trying to push the blame to someone else.  Experian gave away all my confidential information and is NOT fixing the issue.  The issue here is that Experian is not sending out the Welcome Kit and Credit Report.  This has nothing to do with the [redacted].  Experian needs to fix their internal process.  They need to send and confirm receipt.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that on October 29, 2014 you ordered an Experian® Credit Report from Experian Credit TrackerSM which enrolls you into our monitoring product.  Also in reviewing...

your customer file it appears you purchased and viewed your 3 bureau credit report on October 29, 2014.
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: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $32.95 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 nonrefundable
Customer satisfaction is our priority, as a courtesy we have issued refunds of $32.95 and $4.95 for a total of $37.90 on November 4, 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:
PAYMENT INFORMATION
When you order your credit report and 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 $14.95 for each month that 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.%

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 would suggest that you add "non refundable"  in your statement regarding the fact that customers will be billed $21.95 for each month that you continue your membership. This fact is not clear.  You may want to reword it that so it reads: you will be billed a non refundable charge of $21.95 for each month that you continue your membership after the 7day trial membership.
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.  I will wait for the business to perform this action and,...

if it does, will consider this complaint resolved.
Regards,
[redacted]

Our records indicate that you ordered your free credit report on March 5, 2015 and viewed on March 7, 2015, thru our website of [redacted](R).
As a courtesy, we have arranged to mail you a copy of your report at no additional charge and with no associated membership.
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 March 31, 2015, and followed by a request to cancel the membership on May 4, 2015.  Email notifications were 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 May 7, 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R).
Our records indicate that you enrolled with Freecreditreport.com(R) on February 13, 2013, and followed by a request to cancel the membership on October 9, 2014. A welcome email notification...

was sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $9.97 to the credit card on file.
To ensure your satisfaction, we have issued an additional refund of $109.67 on October 11, 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 Freecreditreport.com(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.  The below disclosure is displayed on the main page:
*IMPORTANT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com(R). 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 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 informing us of your recent experience with Experian.com. Experian.com prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
We understand you concerned that our customer care center...

requested your personal information. The requested information is no more than the information provided by the consumer on the initial request. We request this information to ensure that we are speaking with the holder of the membership before we discuss any account details. Due to the sensitive nature of credit reports, we employ these strict security procedures to protect consumers’ personal information.
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 November 17, 2014, and followed by a request to cancel the membership on March 8, 2015. A welcome email...

notification was sent to the email address you provided at the time of enrollment. We have researched your account and there is no record of you requesting cancellation prior to being charged the membership fee.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $79.80 on March 19, 2015 for the membership fees. 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.
Please be advised that the price disclosed when you subscribed was $19.95.
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, unlimited access to your credit report, as well as credit monitoring alerts which were updated daily.
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 December 14, 2015 and followed by a request to cancel the membership on February 15, 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 March 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 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 August 4, 2014, and followed by a request to cancel the membership on October 5, 2014. At the time of cancellation,...

a one month courtesy refund was issued for $14.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $19.90 on October 10, 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 main page:
When you order your credit report and score here, you will begin your membership in Experian Credit Tracker. 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 $14.95 for each month that 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 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 September 23, 2015, and followed by
a request to cancel the membership on December 15, 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 $43.90 on December 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.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].[redacted] 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 you enrolled with [redacted] on March 24, 2015, and followed by a request to cancel the membership on June 2, 2015.  On April 19, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM.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: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 $24.95 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.Please be advised that the price disclosed when you subscribed was $9.95.We would also like to clarify the 3 bureau credit report and scores offer. This product is not included in the membership.  It is advertised that for a fee a 3 bureau credit report and score may be purchased, and the price is subject to change due to promotions or other circumstances.Regarding product offerings and benefits, our terms and conditions ([redacted]) state the following:MODIFICATION OF PRODUCTS[redacted] may, at its discretion, modify or discontinue any of the Products, Product Websites or Content, or any portion thereof, with or without notice. You agree that [redacted] will not be liable to you, your minor children or any third party for any modification or discontinuance of any of the Products, Product Websites or Content.Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.90 on June 10, 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 that this response addresses your concerns and that you’ll give us an opportunity to help you in the future.  If you have additional questions, please don’t hesitate to contact Experian Credit TrackerSM directly at ###-###-####.

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 10, 2014, and followed by a request to cancel the membership on December 18, 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. 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.
The product that you ordered was a 3 bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were 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 $32.95. Please allow 7-10 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 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 CreditCheck(R) Total.Our records indicate that you initially enrolled with CreditCheck(R) Total on October 29, 2015, and followed by a request to cancel the membership on February 10, 2016. Our records additionally...

indicate that you repeatedly enrolled and cancelled several more times in the subsequent months.We apologize for any misunderstanding, however, the benefits package that includes three bureau credit reports and scores is not available at this time due to a change in our product offering.  Customer satisfaction is our priority, as a courtesy we have issued a refund of the charges that you incurred during your recent trial periods on our site, an amount of $2.00, on June 23, 2016.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 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.

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 5, 2015, and followed by a request to cancel the membership on June 4, 2015.
We apologize for any inconvenience...

or misunderstanding. Our records indicate that your bank has recovered the fees for you, an amount totaling $21.95, as of June 7, 2015. We are therefore unable to refund the monies, as you have already received them back.
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 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 enrolled with Experian CreditWorksTM on April 6, 2016, and followed by a request to cancel the membership on April 21, 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 $24.95 on April 28, 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 CreditWorksTM 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:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. 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/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.Please be advised that the price disclosed when you subscribed was $24.95.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concerns regarding the Experian(R) PLUS Score included in your membership. 
Our records indicate that you enrolled with Experian Credit TrackerSM on October 16, 2011, and followed by a request to cancel the membership on October 6, 2014.
We realize that you...

may have seen a discrepancy in the score you received from a mortgage lender related to your credit application and the score provided as part of your membership.  We try to make it a point that our customers are aware that various scoring models are available in the marketplace and have different potential uses.  For instance, we include a disclosure on our site describing the score provided with the credit monitoring membership you purchased.
Here, the score that is provided as part of your membership is a PLUS Score.  It is an educational score that a lender would not use in a credit card application decision making process.  The PLUS Score, with scores ranging from 330 to 830, is a user-friendly credit score model developed by Experian to help you see and understand how lenders may view your credit worthiness.  Although it is not used by lenders, it is indicative of your overall credit risk. 
There are hundreds of different scores in the marketplace.  Further, certain industries may use custom credit scores that are tailored to their specific needs.  The custom scores may be unique to a specific industry, such as mortgage lending or auto lending.  These custom scores may be created based on information found in credit reports together with other information from the lender’s own portfolio, such as account history. 
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 that this provides you some clarity as to the discrepancy between the two scores you received and the various scores available in the marketplace.

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a $1.00 (dollar) 7-day trial membership in a monthly credit monitoring product. 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 (dollar) 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 each of the email addresses that were provided at the time of enrollment.
Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on April 10, 2015. The memberships were not cancelled within their $1.00 (dollar) 7-day trial periods. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on April 17, 2015, for each of their accounts.
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 any time within the trial period without charge.
On April 27, 2015, we received notification from [redacted] to cancel the memberships. As a courtesy, we have issued a refund of the monthly membership fees of $21.95 for each of the memberships ($43.90 total). 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.