Experian Consumer Services

Thank you for the opportunity to respond to your concerns regarding access to your credit report.Our records indicate that you enrolled with Experian CreditWorks(SM) Basic on July 30, 2016.On December 1, 2016, our representative contacted you regarding the issues you are having.  She also followed up via email with her contact information for any further assistance needed.Additionally, we forwarded your correspondence to the following division for review and response.Experian(R)P.O. Box 9701Allen, TX 75013Toll Free Telephone Number: 888-397-3742We apologize for any misunderstanding or inconvenience.  If we can help further, please do not hesitate to contact us.  Thank you.

Thank you for informing us of your recent experience.  We understand how upsetting a potential credit card fraud situation can be. 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 credit card number being billed b.       Bank statement indicating card being billed c.       Member ID Please fax any supporting documents to:  (885) 829-9851 ATTN: Experian Consumer Affairs (Complaint ID: [redacted]) Or, you can mail to: PO Box 2390 Allen, TX 75013 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. Additionally, 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. Thank you for your understanding and cooperation.

Thank you for writing and expressing your concern regarding your membership.Our records indicate that you enrolled with Experian IdentityWorksSM Premium on July 8, 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 8, 2017 and on September 8, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On December 5, 2017, the paid benefits were canceled and the membership converted to our free membership, Experian CreditWorksSM Basic.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.  After doing a detailed search with the information you provided, we were unable to locate the referenced charges. To conduct an additional search, we request that you provide us with the credit or debit card number being billed and a bank or credit card statement showing charges from our company.Please fax any supporting documents to Experian Consumer Affairs at (855) 829-9851, or mail to Experian Consumer Affairs, PO Box 2390, Allen, TX 75013.We look forward to hearing from you with the information above.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. In reviewing our records, they indicate that you enrolled with Experian Credit TrackerSM on March 14, 2010.  We also show that on March 16, 2015 you contacted us to cancel your membership...

and agreed to maintain the membership in response to our retention efforts, in this case 50% off for 24 months. The discounted rate expired on March 23, 2017.  Additionally, you contacted us to cancel the membership on November 6, 2017. At the time of cancellation, a one month courtesy refund was issued for $16.95. Please allow 3 - 5 business days for these funds to process to your credit card account.  We apologize for any inconvenience or misunderstanding because of our offers.  As a courtesy, we have issued an additional refund of $118.65 on November 10, 2017.  Please allow 3 - 5 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 Experian Credit Tracker?. Our records indicate that you enrolled with Experian Credit Tracker? on August 3, 2015, followed by a request to cancel the membership on August 28, 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 plus sales tax of $.91 making a total refund of $25.86 on August 28, 2016.  Your bank has collected a chargeback in the amount of $99.80 plus sales tax of $3.64 making a total chargeback of $103.44 on August 29, 2016.  Additionally, we have processed a refund of 174.65 with sales tax of $6.37 for a total of $181.02 refund on August 29, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  At this time we would like to express our regret that your experience with Experian Credit 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.  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 $24.95 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 $24.95 plus $0.91 sales tax for a total of $25.86/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 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 CreditCheck(R) Total
Our records indicate that you enrolled with CreditCheck(R) Total on December 09, 2015, and followed by a request to cancel the membership on December 29, 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 $30.95 on January 5, 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 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 $1 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
In addition, the consumer certifies that the information given is complete and accurate and that we have authorization to use this information for the outlined purposes.
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 Credit TrackerSM.  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 and internet access to their personal credit reports.Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM was ordered on January 28, 2016, utilizing a Visa with the last four digits 6833.  Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on February 5, 2016 and on or around the 5th of each subsequent month.Additionally, our records show that you contacted CIC on August 8, 2016 and stated that you are the holder of the Visa, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted].  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 $157.69 on August 25, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

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 April 22, 2015, and followed by a request to cancel the membership on May 7, 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 plus $1.95 sales tax for a total of $23.90 on May 13, 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:
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 plus $1.95 sales tax for a total of $23.90/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(R), please call ###-###-####. For reports requested under the auspices of FACTA, please go to [redacted].
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 January 14, 2015, and followed by a request to cancel the membership on January 22, 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 plus $1.37 sales tax for a total of $23.32 on January 23, 2015.  Please allow 3-5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure 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 Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 26, 2016, and followed by a request to cancel the membership on June 8, 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 an additional refund of $21.95, on June 9, 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
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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.    Our records indicate that you ordered a credit report along with a membership in Experian CreditWorksSM Premium on January 30, 2018 for the introductory price of $4.99.  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 of $24.99 on February 28, 2018.  On February 28, 2018, you also changed the membership online to our free Experian CreditWorksSM Basic.  We received notification from you to cancel the membership with this complaint and your membership has ended as of March 19, 2018.   Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.99 for the first month and continued billing of $24.99 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.   We have, as a courtesy, issued a refund totaling $24.99 on March 19, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.   We are not able to delete your entire online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act.  In addition, pursuant to Federal regulatory requirements we must retain a customers’ core account information (and any and all records of customer complaints pertaining to such account) for six (6) years.  Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.   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 Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on May 20, 2013, and followed by a request to cancel the membership on October 11, 2017.  At the time of...

cancellation, a one month courtesy refund was issued for $24.99. On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from $19.95 to $24.99.  Notifications were sent regarding this change. It is unfortunate that you had an adverse experience while dealing with Experian Credit TrackerSM.  Experian Credit TrackerSM vigilantly strives to provide the highest standards of customer care and satisfaction. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $274.89 on October 13, 2017.  Please allow 3 - 5 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
The business' handling of this situation was unsatisfactory from start to finish. There was no excuse for me to have had to go through two months of hours upon hours of phone calls and emails to try and resolve this issue, and to date no one there can understand how or why it happened. The end result was one of pure chance and luck. But it's over so...fine... 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While I agree that I accepted a $1.00 charge, I did not understand or accept a monthly fee  to be charged to me through my credit card. The $1.00 was to be charged to my card that is all. I request that all but the $1.00 charge be returned to me. This was a deceptive scam by Experian. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM. Our representative reached out to you on October 19, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved and a courtesy...

refund was issued totaling $66.92. Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

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 January 22, 2017 and that the membership was changed to paid at a later...

time.    Your paid benefits have been cancelled as of August 24, 2017 but you retain the option of ordering your Experian(R) Credit Report and score every 30 days at no cost 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 $24.99 on August 24, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.   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.
Good Morning,I received a message that my complaint had been closed because I did not respond, but I had an issue with my email and I would like the complaint reopened because although the company stated that they would provide me with a refund, they never did.Please advise as to how I should proceed.Complaint #: [redacted]Best,[redacted]

Thank you for writing and expressing your concerns regarding your memberships with Experian.  Our records indicate that you ordered credit report on our website Experian CreditWorksSM on June 19, 2017.  The free membership was cancelled on July 25, 2017. Our records also indicate that you...

ordered a one dollar credit report along with a 7-day trial membership with CreditCheck(R) Total on June 19, 2017.  This membership was cancelled on August 2, 2017. 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 $1 3-Bureau Credit Report & FICO(R) Scores, you will begin your 7-day trial membership in CreditCheck(R) Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Customer satisfaction is our priority, as a courtesy we have issued a refund of $59.90 on August 2, 2017.  Please allow 3 - 5 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on March 19, 2015, and followed by a request to cancel the membership on April 5, 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 8, 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(R) Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We 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. I also wish to emphasize in response to the message I recieved from you that I was not granted access to those "services" you say you supplied me during my 2 months of service I was never allowed passed the "there's an issue with your credit card" screen when there obviously wasn't a problem with my credit card which is also what lead me to believe that my subscription was cancelled just for your information.
Regards,
[redacted]