Experian Consumer Services

Thank you for expressing your concerns regarding Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on July 29, 2014. We also show that on August 31, 2014 you contacted us to cancel your membership, on that date you agreed to maintain the membership in...

response to our retention efforts, in this case $5.00 a month for 60 months. We received notification from you to cancel the membership on March 31, 2015 through our automated voice response system. We searched our records based on the identifying information contained in your communication.  Unfortunately, we were unable to verify the amount of $19.99 that you stated was charged to your account. If you can provide additional documentation, I would be more than happy to research this matter further. Please fax any supporting documents to:  [redacted] ATTN: [redacted] (Complaint ID: [redacted]) Or, you can mail to: [redacted]
[redacted] Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company. Thank you for your understanding and cooperation.

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.
Regards,
[redacted]
 I provided proof of identity as I submitted requested information via the website such as social security number, address, dob, etc. This appears to be a technical issue with Experian, their rep said it has been happening with other people as well. Never the less, I still pay for the product and should be able to submit disputes via their website as part of paid monthly membership.  Please mark this complaint as unresolved and make it part of their file. A complaint with the Texas Attorney General will be filed.

Thank you for writing and expressing your concern regarding Experian CreditWorksSM.  Our records indicate that a one dollar credit report along with a trial membership was ordered on March 9, 0217.  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 March 17, 2017.  A welcome email notification was sent to the email address provided at the time of enrollment. On March 20, 2017, the membership was canceled.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 totaling $21.95 on March 24, 2017.  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 INFORMATIONWhen 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.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 28, 2014, and followed by a request to cancel the membership on July 5, 2016.Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $9.95 on July 8, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.In an attempt to provide some clarity on the issue of accessing your credit card information, we would like to offer the following explanation:  Our charges are authorized automatic payments.  It is a common practice for financial institutions to communicate the updated card number to companies with such authorized deductions to ensure that the customer’s payments are kept current.   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 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.  My main point was that the Experian should not advertise their services as free. Experian should up front disclose that their service is for a fee.  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(R). Our records indicate that you enrolled with Freecreditreport.com(R) on January 02, 2014. We do not have any record of you requesting cancellation prior to being charged for the membership fee....

Based upon this complaint, we have cancelled your membership and issued a refund of 239.88 plus $21.24 sales tax for a total of $261.12 on December 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 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.  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. “Please be advised that the price disclosed when you subscribed was $19.99.” Unfortunately, we cannot delete your information from our customer database because we are legally obliged to retain records documenting that the credit reports we request from the credit bureaus were pulled with permissible purpose under the Fair Credit Reporting Act. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for our customer's privacy 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 Freecreditreport.com(R).
Freecreditreport.com(R)
does
offer a $1 (one) 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 (one) dollar 7-day trial and monthly thereafter unless
and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.
Our records indicate that [redacted] enrolled with Freecreditreport.com(R) on October 17, 2014. The membership was not cancelled within the $1 (one) dollar 7-day trial
period.  Consequently, in accordance with
the published terms of our offer, the credit card provided was charged our
monthly membership fee of $17.99 on October
24, 2014.
In response to this
complaint we have canceled the membership. 
As a courtesy, we have issued a refund of the monthly membership fees of
$17.99 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.

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 expressing your concerns regarding a credit monitoring membership.
After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you. In order to better assist us in locating an account, we are in need of additional...

information. We would appreciate if you can provide us with the following:
a. Full name on the membership.
b. Email address used with the membership.
c. A cr of the membership.
d. A phone number used in the membership.
e. The full credit card number being charged.
f. Bank statement copy indicating card being billed showing the charges.
Please fax any supporting documents to: [redacted] ATTN: Consumer Relations Group (Complaint ID: [redacted])
Or, you can mail to:
[redacted]
[redacted]
Our customers are very important to us and we look forward to hearing from you with the information requested above.
Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.
You have also requested reimbursement of the overdraft fees. Our terms and conditions of service state that we are not responsible for overdraft fees, and warn against using ATM/debit cards. Since your bank has assessed this fee, we recommend that you contact them as it relates to this matter.
Thank you for your understanding and cooperation.

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.
For the second time, Experian has debited my bank account the amount of $21.20 for a monthly membership fee. I cancelled their membership a long time ago. When I requested my credit report, I was again charged for the membership fee in mid-2016. They removed the charge after my complaint. Last month, I requested my annual free report and paid extra for the FICO score. Again, I was charged for a membership that I did not request. I have messaged Experian, however, they refuse to answer. I want a refund of $21.20 and assurance they will not charge me any further for anything I did not request.
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 9, 2014, and followed by a request to cancel the membership on July 26, 2016.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $194.35 on July 26, 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 any time 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 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/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 apologize for any misunderstanding or inconvenience. As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws. To submit a request under the FCRA via Experian, please call 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
However, ConsumerInfo.com(R) is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
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 [redacted]. We understand how upsetting a potential credit card fraud situation can be.
[redacted](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 multiple complimentary Experian(R) credit scores along with a trial memberships in [redacted] were ordered on March 19 and March 20, 2015 utilizing a Visa card with the last four digits [redacted]. Since the complimentary trial memberships were not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fees on March 28 and March 29, 2015.
Additionally, our records show that you contacted CIC on March 31, 2015, and stated that you are the holder of the Visa card, did not open the accounts in question and believed that the orders were fraudulently placed with us by a third party utilizing your Visa card. In response, CIC cancelled the memberships.
Since you believe that the orders were 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 $110.28 on April 4, 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 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 17, 2015, and followed by a request to cancel the membership on May 29, 2015. Also in reviewing your customer file...

it appears you purchased and viewed your 3 bureau credit report.  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 $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 nonrefundable Customer satisfaction is our priority, as a courtesy we have issued a refund of $61.90 to the card on file 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. 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 CreditReport.comTM.Our records indicate that you enrolled with with CreditReport.comTM on January 2, 2015, and followed by an email request to cancel the membership on January 3, 2015. A cancellation email was sent to...

the email address you provided at the time of cancellation on January 5, 2015.In your complaint you stated that the number provided on the website did not allow you to speak to a representative. We tested the number on our site, and can confirm that it is working as intended.We appreciate the time you took to send us your comments and suggestions and 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 June 29, 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on July 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.
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.
In regards to your request for reimbursement of the bank/credit card fees, our policy states that we are not responsible for any credit card fees, overdraft charges or bank fees if your account contains insufficient funds. Since your credit card company/bank has assessed this fee, we recommend that you contact them as it relates to this matter.
We apologize for any inconvenience or misunderstanding. Under Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to [redacted]. Experian Credit TrackerSM is not affiliated with the annual free credit report program.
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 CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on April 13, 2017.  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 April 28, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits will cease, effective May 22, 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 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 totaling $23.71 ($21.95 plus $1.78 tax) on May 3, 2017.  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 INFORMATIONWhen 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.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 6, 2016.  A welcome email notification was sent to the email address provided at the time of enrollment....

 This was followed by a request to cancel the membership on December 29, 2016.  At the time of cancellation a one month refund was issued in the amount of $23.32 ($21.95 plus $1.37 tax).Customer satisfaction is our priority, as a courtesy we have issued a refund of $65.85 plus $4.11 sales tax for a total of $69.96 on January 4, 2017.  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.  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.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 CreditReport.comTM.  We understand how upsetting a potential credit card fraud situation can be.
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 a complimentary Experian® credit score along with a trial membership in with CreditReport.comTM was ordered on October 8, 2014 utilizing an American Express card ending with 31005.  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 October 17, 2014.
Additionally, our records show that you contacted CIC on October 18, 2014, and stated that you are the holder of the credit card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your credit card.  In response, CIC cancelled the membership.
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 $30.95 plus $2.75 sales tax for a total of $33.70 on October 21, 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.
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 March 13, 2015, and followed by a request to cancel the membership on March 23, 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 April 1, 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 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.
Regards,
Thank You