Experian Consumer Services

Thank you for writing and expressing your concern regarding your membershipOur records indicate that you enrolled with Experian Credit TrackerSM on November 18, 2014, and your membership will cancel March 25, without any additional monthly billing. 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 orderWe apologize for any inconvenience our hold times caused you We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you ordered a credit report along with a membership in Experian Credit TrackerSM on March 29, 2016. The membership was not cancelled; consequently, in
accordance with the published terms of our offer, the credit card provided was charged our regular monthly membership fee on April 28, 2016. We received notification from you to cancel the membership on April 29, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $for the first month and continued billing of $for each month thereafter unless and until the customer notifies us of their wish to cancelThe customer agrees to these terms when submitting their order. 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: * Introductory price of $for your first month of access, then just $each additional monthCancel anytime if not satisfied. Please be advised that the price disclosed when you subscribed was $21.95. The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered: PAYMENT INFORMATIONWhen you order your Credit Report and FICO Score here, you will begin your membership in Experian Credit TrackerSMYour credit card will be charged an introductory rate of $4.95 plus $0.31sales tax for a total of $5.26 for the first month of your membershipAfter the first month, you will be charged $21.95 plus $1.37 sales tax for a total of $23.32 for each month you continue your membershipIf 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. Our records also indicate that you ordered a bureau credit report and scoreThis product is not included in the trial offer and is always advertised as for feeThe price for this product and the accompanying scores that you ordered were listed in two places on the order formWe do not normally refund these purchases as they are delivered instantly online at the time of order. The following disclosure appears on the 3-bureau credit report order form: PAYMENT INFORMATION Note: Your credit card will be charged $plus $sales tax for a total of $once your identity has been confirmed and your report is ready to viewIf, for any reason, we are unable to provide you with this report, we will not charge your credit cardPlease note this transaction is non-refundable. Customer satisfaction is our priority, as a courtesy we have issued a refund of $on April 29, 2016. Please allow - 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. In regard to your request for reimbursement of interest/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. Therefore, we must respectfully decline your request for additional compensation. In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every months from each of the three nationwide consumer credit reporting companies. 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 ordered a credit report along with a membership in Experian Credit TrackerSM on June 25, 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 July 25, 2016, and on or about the 25th of each following month On January 27, you contacted us and per your request, your paid benefits will cease, effective February 25, You will continue to have access to your Experian(R) credit report once every days, at no charge to you On January 27, 2017, a refund was issued in the amount of $19.95. Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $for the first month and continued billing of $for each month thereafter unless and until the customer notifies us of their wish to cancelThe customer agrees to these terms when submitting their order.Under Federal law, you have the right to receive a free copy of your credit report once every months from each of the three nationwide consumer reporting companies To request your free annual report under that law, you must go to www.annualcreditreport.com Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $on February 1, Please allow - business days for these funds to process to your credit card account We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation

Thank you for the opportunity to address your concernOn September 26, 2017, our representative reached out to assist you with your concerns. Please contact that representative at the phone number provided to receive assistanceWe look forward to speaking with you

We appreciate your feedback and have noted your concernsAfter conducting an additional review, our decision remains the same; as a courtesy we have provided a refund in the amount of $
We value the input from our customers, and assure you we will give serious consideration to the issues you presented to usIt 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

In your complaint you stated that the number provided on the website did not allow you to speak to a representativeWe have tested the number in question (###-###-####), and can confirm that it is a known technical issue and we are in the process of correcting itWe are sorry for any inconvenience this may have causedPlease use the phone number of ###-###-####
Per your original complaint, the membership was canceled on May 5,
We appreciate the time you took to send us your comments and suggestionsWe value the input from our customers, and assure you we will give serious consideration to the issues you presented to usIt is through information provided by customers such as you that we are able to improve our products and memberships

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) TotalOur records indicate that you enrolled with CreditCheck(R) Total on April 15, 2016, and followed by a request to cancel the membership on November 1, 2016. Customer satisfaction is our
priority, as a courtesy we have issued a refund of $on November2, for the billing on October 25, and a refund of $on November 4, for billing on June 25, July 25, August 25, and September 25, 2016. Please allow - 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 CreditCheck(R) Total may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page: IMPORTANT INFORMATION When you order your $3-Bureau Credit Report & FICO(R) Scores, you will begin your 7-day trial membership in CreditCheck(R) TotalIf you don't cancel your membership within the 7-day trial period**, you will be billed $for each month that you continue your membershipYou may cancel your trial membership anytime within the trial period without chargeWe 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 Experian CreditWorksSM Our records indicate that a one dollar credit report was ordered along with a trial membership on October 18, 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 October 27, A welcome email notification was sent to the email address provided at the time of enrollmentPer your request, the paid benefits will cease, effective November 27, 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 discontinueThe consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund totaling $($plus $tax) on October 31, Please allow - 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 processOur website displays the following disclosure on our order form:PAYMENT INFORMATIONWhen you order your $Credit Report and FICO(R) Score here, you will begin your 7-day trial membership in Experian CreditWorksSMYou may cancel your trial membership at any time within days without chargeIf you decide not to cancel, your membership will continue and you will be billed for just $21.95/month, plus $sales tax for a total of $23.90/month, for each month that you continue your membershipYou 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

We appreciate your feedback and have noted your concernsAfter conducting an additional review, our decision remains the same; please refer to our previous response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I consider this complaint resolved. The reason it was not cancelled in time was because I was put endlessly on hold via their phone system, and their inability to respond to my email request in a timely manner
Regards,
*** ***

Thank you for writing and expressing your concern regarding your membership with Experian Credit Tracker
Our records indicate that you enrolled with Experian Credit Tracker on August 20, and followed by a request to cancel the membership on September 2, 2014.
We apologize for any
inconvenience or misunderstanding. Our records indicate that your bank has recovered the fees for you, an amount totaling $19.95, as of September 5, 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 Tracker 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 $Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSMIf you don't cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou may cancel your trial membership anytime within the trial period wit**ut 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 ProtectMyID.com(R)
Customer satisfaction is our priority, our representative contacted you on April 7, 2016, and assisted you with resolving the issue about obtaining a copy of your credit report
At this time
we would like to express our regret that your experience with ProtectMyID.com may not have met your expectation or our standard of excellence
We appreciate the time you took to send us your comments and suggestionsWe value the input from our customers, and assure you we will give serious consideration to the issues you presented to usIt 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 Freecreditreport.com(R) on July 8, On March 29, 2015, the membership was upgraded to Experian Credit TrackerSM On November 4,
2016, you contacted us to cancel your membership At this time, the paid benefits were set to cancel, effective November 7, After the membership canceled, you were able to access your report and FICO(R) Score every days, free of charge.On November 11, 2016, you contacted us to reactivate your paid benefits In an attempt to provide some clarity to the issues raised in your complaint, we would like to offer the following explanation:1) Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and scoreEvery time you request a new score, a new credit report is pulled and your new score is calculated based on the information in your credit report You may request a refresh of your report and score via your membership once per day.2) In general, there are many factors that can affect an individual’s credit score, such as payment history, current debt, available credit to debt ratio, etcThe actual scoring model and its calculations are proprietary to Fair Isaac CorporationCredit scores are usually calculated based on the combination of all the credit factors in your credit reportYour credit score is not based solely on one single item or behavior. 3) The score analysis section that comes with your FICO(R) Score should help you understand what specific credit factors have a positive and negative affect on your FICO(R) Score. 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 CreditWorksSM Our records indicate that you ordered a one dollar credit report along with a trial membership on February 7, On this date a three bureau credit report and scores was also
purchased 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 16, 2017, and March 16, A welcome email notification was sent to the email address you provided at the time of enrollmentPer your request, your paid benefits will cease, effective April 16, You will continue to have access to your Experian(R) credit report and FICO(R) Score once every days, at no charge to you. On March 16, 2017, a refund was issued in the amount of $21.95.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 discontinueThe consumer agrees to these terms when submitting their order. We have, as a courtesy, issued an additional refund totaling $on March 20, Please allow - 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 processOur website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSMIf you don’t cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou 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 freecreditscore.comTM
Our records indicate that you enrolled with freecreditscore.comTM on September 3, 2014, and followed by a request to cancel the membership on September 14, 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 $plus $sales tax for a total of $on September 16, 2014. Please allow 7-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-billing cycles
At this time we would like to express our regret that your experience with freecreditscore.comTM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. The below disclosure is displayed on the main page:
IMPORTANT INFORMATION
When you order your free credit score here, you will begin your 7-day trial membership in freecreditscore.comIf you don't cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou 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 ***, and find that this resolution is satisfactory to me. They have cancelled my membership and refunded me the $
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is the problem - I am already an Experian member through a *** account, which I happily paid $forThe mistake was going to your site and being mislead the first time (charged $21.95)I realized what had happened and canceled the accountThen I received an email from Experian stating that my credit score had changed clicked on it and since you already had my credit card information, I was charged $39.95! In order to fix this situation:-Thank you for already refunding the 21.95,-Refund the $39.95, which is clearly a mistake, - Remove all my credit card information and delete the duplicate account completely,- Make sure I don't receive any more emails about the closed account baiting me to be charged when I think I am on the account I paid for already.I only need the *** account with Experian
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again,Experian has not addressed my concernAll I want is an invoice for my initial purchase of $I am not disputing the charge, I am just trying to get a receipt for this purchase!
Regards,
*** ***

Thank you for notifying us regarding the cancellation of your Experian CreditWorksSM Plus credit monitoring membership, we have researched your account and there is no record of you requesting cancellation prior to being charged the membership fee. Furthermore, our records show that you
contacted us on February 19, 2018, and your membership was cancelledAdditionally a one-time courtesy refund was issued in the amount of $on February 21, Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $on March 1, 2018. Please allow - 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 CreditWorksSM Plus may not have met your expectation or our standard of excellence. We feel it is important to keep our customers informed. The following is an excerpt from our Global Terms and Conditions: If you do not cancel your free trial membership within days of the date you place your order, your membership will continue automatically and the monthly/annual fee will be billed to the credit card or other billing source provided by you when you enrolled in credit monitoring, on the first day of each successive membership termWe apologize for any inconvenience our hold times caused you. We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve. 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 Experian Credit TrackerSM
Experian Credit TrackerSM does offer a 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 7-day $ trial and monthly thereafter unless and until the customer notifies us of their wish to cancelThis was agreed to when submitting the orderA welcome email notification was sent to the email address you provided at the time of enrollment
Our records indicate that *** and *** *** enrolled with Experian Credit TrackerSM on July 27, The memberships were not cancelled within the 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 $on August 3, 2014, for each of their accounts
On November 3, 2014, we received notification from *** *** to cancel the memberships. In response, we cancelled the membership and issued a refund of $for each of the accounts.
To ensure your satisfaction, we have issued an additional refund of $on November 5, for both membershipsPlease allow 7-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-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 $Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSMIf you don't cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou 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