Experian Consumer Services

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 20, 2015, and followed by a request to cancel the membership on May 8, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on April 20, 2015.
At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card 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 non-refundable.
At the time of cancellation, a courtesy refund of $39.95 was issued for the 3 bureau credit report.
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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on May 14, 2015 for the membership fee. 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 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. However, please note, that concerning credit report disputes, it is very difficult for any consumer to provide any explanation for why they feel the listing is invalid if your system only allows 15-20 word responses and malfunctions each time attachments with documentation are attempted.
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 March 19, 2015, and followed by a request to cancel the membership on August 4, 2015. At time of cancellation, a one...

month courtesy refund was processed in the amount of $24.95.
Additionally, the records indicate the charges for June 2015 were incomplete and not collected.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $100.80, of the remaining fees charged, on August 8, 2015, for a full refund of the fees charged, totaling $125.75. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on November 8, 2014, and followed by a request to cancel the membership on November 17, 2014. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $20.95. Please allow 7-10 business days for these funds to process to your credit card account. It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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 7, 2014, and followed by a request to cancel the membership on September 15, 2014. At that time a $19.95...

refund was issued. 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 $99.75, making your total refund $119.70. 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. Upon date of enrollment, the following disclosure was displayed on our website:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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.

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.
Membership ID: [redacted]Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.   Our records indicate that [redacted] ordered a one dollar credit report along with a trial membership.  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 June 14, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, his paid benefits will cease, effective July 14, 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 discontinue. The consumer agrees to these terms when submitting their order.   We have, as a courtesy, issued a refund totaling $21.95 on June 22, 2016.  Please Allow 3 - 5 business days for these funds to process to the 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 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 INFORMATION When you order your $1 Credit report and FICO® 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 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 May 14, 2015, and followed by a request to cancel the membership on May 23, 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 June 5, 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 would also like to let you know that you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide credit report agencies. To request your free annual report under that law, you should visit [redacted].
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns.Our records indicate that you enrolled with FreeCreditReport.com(R) on October 6, 2011, and on March 29, 2015, your membership with FreeCreditReport.com(R) was upgraded to Experian Credit TrackerSM.  On May 1, 2017, you contacted us...

and the paid membership was canceled.On October 7, 2017, our representative reached out to you via phone and located a membership for Experian Credit TrackerSM for your husband that was started on April 26, 2015.  On October 7, 2017, the membership was canceled. A refund was issued to you in the amount of $124.95.  Please allow 3-5 business days for these funds to process to your account.  We feel it is important to keep our consumers informed during the enrollment 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 the opportunity to respond to your concerns regarding your membership with CreditCheck(R) Total.Our records indicate that you enrolled with CreditCheck(R) Total on February 20, 2018.  The membership was not canceled within the trial period; consequently, you were billed our...

monthly membership fee on March 2, 2018.  In response to your complaint, the membership was canceled on March 14, 2018.We issued a refund to you in the amount of $29.95 on March 14, 2018.  Please allow 3-5 business days for the funds to process to your 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 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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.[redacted] from Experian contacted me within 4 days of the submitted complaint. She was proactive in helping me find a solution, and troubleshooter my account until an answer was found. I should be receiving my refund within 3-5 business days, and account(s) were cancelled. I am thankful to both [redacted] and the Revdex.com for helping me address this issue.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on January 24, 2018.  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 22, 2018.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On February 27, 2018, the paid benefits of the membership were canceled.  In response to your complaint, all benefits were canceled, effective March 6, 2018. 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.  As a courtesy, we have issued a refund totaling $21.95 on March 6, 2018.  Please allow 3 - 5 business days for these funds to process to the 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 consider this feedback 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 Credit TrackerSM. In reviewing our records, they indicate that you enrolled with Experian Credit TrackerSM on February 4, 2017.  We also show on that same date you contacted us and agreed to maintain the...

membership in response to our retention efforts, in this case 50% off for 12 months. The discounted rate expired on March 2, 2018.  Furthermore, in response to this complaint, on March 15, 2018, the membership was canceled effective immediately. A cancellation email notification was sent to the email address you provided at the time of enrollment. We apologize for any inconvenience or misunderstanding because of our offers.  As a courtesy, we have issued a refund of $17.99 on March 15, 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 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 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.  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. 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 CreditCheck(R) Total.  We have received your request to cancel your CreditCheck(R) Total membership and have canceled your membership effective March 29, 2018.   We have, as a courtesy, issued a refund...

totaling $127.28 on March 29, 2018.  Please allow 3 - 5 business days for these funds to process to the 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.

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 9, 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 18, 2017, and on or about the 18th of each following month. A welcome email notification was sent to the email address you provided at the time of enrollment.  On August 5, 2017, the benefits of the membership were upgraded to our Experian CreditWorksSM Premium membership and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change.  Our records further indicate that multiple credit reports were ordered through the membership, including on May 7, 2017, June 18, 2017, July 30, 2017, and October 3, 2017.  On October 31, 2017, the paid benefits of the membership were discontinued.  A refund was issued to you on November 2, 2017 in the amount of $24.99.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 an additional refund totaling $49.98 on November 7, 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.  Please note that the price disclosed to you at the time of your enrollment was $21.95/month.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 $24.99 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 December 2, 2014, and followed by a request to cancel the membership on December 11, 2014. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95. Please allow 7-10 business days for these funds to process to your credit card account. It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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.

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 a refund has been issued for the transaction amount involved in this specific incident, I was still required to search extensively for a phone number, wait thirty minutes to speak to someone, and the reason for both of those is that the service failed to find basic data.  In addition the website is pushy about trying to get consumers to sign up for repeating bill services, misleading about what credit scoring models are being used and all around are difficult to deal with.  They should be ashamed.  So overall I desire a complaint logged, permanently, that is not resolved, about the unacceptably selfish behavior of this organization (and for that matter, all their peers). 
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 August 4, 2015, and followed by a request to cancel the membership on August 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 $21.95 on August 20, 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 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 January 6, 2016, and followed by a request to cancel the membership on May 14, 2016. A Welcome email notification was...

sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $21.95.
Our records also indicate that as of May 17, 2016, the issuer of your credit card has accepted the fee, an amount totaling $21.95. 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.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $65.85 on May 17, 2016, for an overall total of $109.75 returned. 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 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.