Experian Consumer Services

See Attached.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with with Experian Credit TrackerSM on September 6, 2014 and followed by a request to cancel the membership on October 9, 2014. 
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $14.95 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:
IMPORTANT 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.

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 31, 2015, and followed by a request to cancel the membership on June 12, 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 $24.95 to the card on file on June 15, 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 and FICO® Scores here, 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 $24.95 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 [redacted](**).  We understand how upsetting a potential credit card fraud situation can be.[redacted]. (“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 score along with trial memberships in [redacted] were ordered utilizing a [redacted] Card ending with [redacted] and [redacted] Card ending with [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 fee.Our records also show that you contacted CIC on January 5, 2015, and stated that you are the holder of the [redacted] card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your card.  In response, CIC cancelled the memberships.Additionally, our records further show that on April 11, 2015 we issued a refund in the amount of $738.35 to the [redacted] Card ending in [redacted].Based on this complaint and to ensure your satisfaction, we have issued an additional refund of $693.45 to the [redacted] Card ending in [redacted] on April 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.We apologize for any inconvenience or misunderstanding and 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.  The business has issued the refund I requested, and this refund has posted to my credit card account. At this time, I consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate you enrolled with Experian IdentityWorksSM Premium on [redacted] 19, [redacted]. As for assistance with explaining the changes in your credit score: we are unable to provide...

credit advice, however the membership can help you better understand how the changes you make can impact your FICO® Score. Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score. Every 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, up to once a day. Be aware, your credit report may change often. Differences in your score may be due to a change in balance on one or more of your credit cards, payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. 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, etc. The actual scoring model and its calculations are proprietary to Fair [redacted] Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. So although you may have done something that you think should have changed your score, the FICO(R) Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score. Your score may go up, down, or remain constant depending on each factor as well as a unique combination of factors. We 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.

Experian prides itself, claiming their basic credit monitoring service is free. However, I am a USSA saving bank member. I've confirmed that the only thing that's free is Experian's use of confusion & pressure ... ultimately requiring this [redacted] customer - more than their basic service. Experian's customer service reps are also promoting their upgraded service rather than help you with a basic service glitch. I'm not a lawyer, i'm a customer of [redacted]. I want a full refund of Experian's price of $19.XX, a corrected credit report ASAP & [redacted] (Experian CSR) fired.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Freecreditreport.com(R) on November 10, 2012, and on March 29, 2015, the benefits of the membership were upgraded.  Notifications...

were sent regarding this change.  Per your call on February 28, 2019, your membership was cancelled.   On November 10, 2012, per our retention attempts, you accepted a discount that continued until November 27, 2016.  It is our policy to notify our customers of the discount amount and when the discount will end.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $18.01 on February 28,  2018.    We have also processed a refund of $54.03 on March 9, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 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 CreditWorksSM Premium.    We have received your request to cancel your Experian CreditWorksSM Premium membership.  Per your request, we have canceled your membership effective February 21, 2018. ...

Customer satisfaction is our priority, as a courtesy we have issued a refund of $149.94 on February 21, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We 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.

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.
Thanks for your assistance. This is an excellent service available to consumers. Regards,
[redacted]

Thank you for the opportunity to respond to your concerns.  Our representative reached out to you on February 2, 2017 regarding your refunds.  For any additional assistance needed, please feel free to reach out to her directly.We apologize for any inconvenience or misunderstanding.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.  We have received your request to cancel your CreditCheck(R) Total membership and have cancelled the membership effective March 2, 2018. Customer satisfaction is our priority, as a courtesy...

we have issued a refund of $89.85 plus $5.61 sales tax for a total of $95.46 on March 2, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account. Furthermore, we would like to assist with your girlfriend’s cancellation request. Please have her forward the following information to us. a.            Full credit or debit card number being billed b.            Bank statement showing the charges from our company c.            Membership ID Please fax any supporting documents to:  (885) 829-9851 ATTN: Experian Consumer Affairs (Complaint ID: [redacted]) Or, she can mail to: PO Box 2390 Allen, TX 75013 We 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.

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.
[they say that I only requested cancellation on December 8th but when I first contacted them asking for a refund for the other months I sent a copy of the email that I have in my sent messages asking for a refund in October. My email sent messages show three emails that I sent requesting cancellation. Even with that proof, they have ignored my 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 28, 2015, and followed by a request to cancel the membership on March 24, 2016. At the time of cancellation,...

a one month courtesy refund was issued for $24.95.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $99.80 on March 25, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. 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 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.
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 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on October 15, 2015, and followed by a request to cancel the membership on October 27, 2015.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $21.95 plus $1.95 sales tax for a total of $23.90 on October 29, 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.

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.
To have a practice that baits consumers to pay a $1 fee and have that fee increase to $21.99 in 7 days is not acceptable. Think about the service being provided for one minute. How likely is it that a consumer will benefit from a trial period of just 7 days. Most honorable companies offer a much longer trial period allowing the consumer to evaluate the need for a longer subscription. What are chances anyone using a 7 day trial period to Review credit more than once. Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.   Our records indicate that on December 28, 2017, you enrolled in a membership with CreditCheck Total on a one-dollar trial basis. A welcome email notification was sent to the email address...

you provided at the time of enrollment. You contacted us on January 4, 2018, at which time your membership was cancelled, to be effective January 7, 2018. Consequently, in accordance with the published terms of our offer, the credit card provided was not charged our monthly membership fee.   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.    In response to your Revdex.com complaint, your membership was immediately cancelled on January 5, 2018.   We apologize for any inconvenience our hold times may have caused, and appreciate the time you took to send us feedback regarding our product and website.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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 receive a refund from Experian and I would like to thank you :-)
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.Our records indicate that you enrolled with CreditCheck(R) Total on July 26, 2017.  We apologize for any inconvenience our hold times caused you.  In response to this complaint, the...

membership was canceled on October 12, 2017.  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 writing and expressing your concern regarding your membership with Experian IdentityWorksSM Premium.  Our records indicate that you ordered a 30-day trial membership on July 11, 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 August 12, 2017 and on or around the 12th of each subsequent month. A welcome email notification was sent to the email address you provided at the time of enrollment. In response to this complaint, on September 21, 2017 the membership was completely canceled, effective immediately. 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 $21.71 on September 21, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account. Our records further indicate that as of September 22, 2017, the issuer of your credit card has accepted the fees, an amount totaling $21.71. We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter. At this time we would like to express our regret that your experience with Experian IdentityWorksSM Premium 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 A credit card is required to start your free 30-day trial membership† in Experian IdentityWorks PremiumSM. You may cancel your trial membership at any time within 30 days without charge. If you decide not to cancel, your membership will continue and you will be billed $19.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $19.99 plus $1.72 plus tax for a total of $21.71. We 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.