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 11, 2015, and followed by a request to cancel the membership on April 18, 2015. Email notifications were sent to...

the email address you provided at the time of enrollment.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.Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on April 11, 2015. This product is not included in the trial offer and is always advertised as for fee. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundableWe apologize for any misunderstanding or inconvenience. To ensure your satisfaction, we have issued a refund of $61.90 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 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 ordered a one dollar credit report along with a trial membership. A welcome email notification was sent to the email address you provided at the time of...

enrollment. The membership was 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 on February 27, 2013 and on or about the 27th of each subsequent month. We received notification from you to cancel the membership on July 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 cancel. The consumer agrees to these terms when submitting their order.
At time of cancellation, a one month courtesy refund was processed in the amount of $24.99.
As a courtesy, we have issued a full refund of the remaining monthly fees on August 1, 2016. Please Allow 3 - 5 business days for these funds, an amount totaling $807.95, to process to the credit card account on file.
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 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
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. All consumers have the option to dispute items on their credit report that are inaccurate or out of date at no charge. This can be done conveniently online by going to www.experian.com/dispute. If you have documents to support your claim, you can also upload those at www.experian.com/upload.  Additionally, you may submit a dispute by mail by writing to: P.O. Box 4500 Allen, TX  75013 Bear in mind, the dispute process can take 30-45 days to complete, however most disputes are resolved in much less time. I hope the above information is helpful to you in considering this matter.

Thank you for informing us of your recent experience with Experian Credit TrackerSM.
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 website describes each of our offers and each respective order form details the terms and conditions of the order, including prices and billing. The consumer agrees to these terms when submitting his/her order.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 22, 2013. In accordance with the published terms of our offer, the credit card provided was charged a discounted monthly membership fee of $9.97 on August 29, 2013, and on or about the same date each subsequent month.
It is unfortunate that you had an adverse experience while dealing with Experian Credit TrackerSM. We vigilantly strive to provide the highest standards of customer care and satisfaction.
We wish to emphasize that for the duration of the membership we provided a number of benefits available to you at any time through our website, including, but not limited to, credit monitoring alerts which were updated daily.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $59.85 on January 6, 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.
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.

We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same; as a courtesy we have provided a 12-month refund in the amount of $155.40.

Thank you for contacting us regarding the account opened at Experian Credit TrackerSM. Experian Credit TrackerSM does offer a $1.00 7-day trial membership in a monthly credit monitoring product. Our website describes the offer in detail and the order form details along with the terms and...

conditions of the offer, including billing at the end of the $1.00 7-day trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.  Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on February 10, 2015. The memberships were not cancelled within the $1.00 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 $21.95 on February 17, 2015, for each of their accounts. On February 18, 2015, we received notification from [redacted] to cancel the memberships. We apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a refund of the monthly membership fees of $43.90 to the card on file on February 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 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 October 25, 2014, and followed by a request to cancel the membership on December 8, 2014.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $30.90 on December 10, 2014.  Please allow 7-10 business days for these funds to process to your credit card account. It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on October 25, 2014.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: When you click the “Get All 3 Scores& All 3 Reports” button, your credit card on file will be charged $32.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable.We have issued an additional credit for $32.95 on December 10, 2014 making your total full refund of $63.85. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 7 to 10 days for them to post the funds to your account. In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.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 ofexcellence.  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.Please be advised that the price disclosed when you subscribed was $14.95.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.
Regards,
[redacted]
DEMAND FOR PAYMENT
October 3, 2014
Dear Sir/Madam:
Sometime in the year of 2009 Experian began monthly (sometimes twice in one month) withdrawing $24.95.  This so called services account showed at times being Inactive, then if it was opened by me I would have to authorize and/or closed it; this account conveniently re-appeared; first it automatically closed and show up in your systems as being Inactive…so who closed it if according to your policies, I must call or communicate to you in some manner I am closing this account because as you put it if I don’t it will automatically transition itself to remain automatically opened.  You have taken a substantial amount of money from me….five years of $24.97 plus sometimes twice in one month plus sometimes over draft fees of $25.00 so you do the math.    I was subjected to having my bank account rating with the Credit Union blemished due to having to pay overdraft fees brought on solely by these unauthorized withdrawals incurred when you access my credit card account fraudulently without my authorization. Demand is hereby made that this money be paid in full. Unless payment of the amount is received by the undersigned no later than October 15, 2014, a lawsuit will be brought against you in the [redacted] District Court in order to obtain a judgment against you.
A copy of the original debt and all fraudulent and illegal underlying of the debt are shown on my bank statements (of which you requested and I sent you copies of).    
If a lawsuit is commenced, you will be notified of the hearing date and you will be entitled to appear at the hearing and present any defenses you have to this claim.
As this will be my last attempt made to resolve this issue; any future corresponding will done via legal representation and a sworn certificate of certification that several attempts were made on my part to resolve.
[redacted]

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 25, 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 May 4, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On May 10, 2017, you contacted us and the membership was canceled.Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.  We have, as a courtesy, issued a refund totaling $21.95 on May 10, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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.
Unacceptable canned response.  I read the previous message.  Directing me to reread will not resolve this situation.
Regards,
[redacted]

We have noted your concerns. Our decision remains the same; Please refer to our previous response.

here is my credit card number [redacted] my name is  [redacted]   please let me know what else you need thank you [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on October 21, 2014, and followed by a request to cancel the membership on December 05, 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 $39.90 on December 8, 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. 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account. Experian Credit TrackerSM does offer a one dollar 7-day trial membership to our credit monitoring product. Our records indicate that you enrolled with Experian Credit TrackerSM...

on June 14, 2016.  As a returning member, and in accordance with the published terms of our 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 credit card provided was charged the monthly membership fee of $21.95.  We then, received notification from you to cancel the membership on August 4, 2016.  A welcome email notification was sent to the email address you provided at the time of enrollment. We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page: Important Information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM.  If you don't cancel your membership within the 7-day trial period**, you will be billed $21.95 for each month that you continue your membership.  You may cancel your trial membership any time within the trial period without charge. As a courtesy, we have issued a refund of $43.90 on August 8, 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 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 December 11, 2015, utilizing an [redacted] with the last four digits [redacted]. 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 December 23, 2015 and twice on April 8, 2016.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $74.85 on April 11, 2016 and locked the account. 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.
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 $74.85 on April 11, 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.
We hope the above information is helpful to you in considering this matter.

Thank you for the opportunity to respond to your concerns. Our records indicate that you are currently enrolled with Experian CreditWorksSM Premium.  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.  On September 22, 2017, our representative reached out to you at your daytime and evening phone numbers and left messages with her contact information.  For further assistance, please reach out directly to our representative. We look forward to hearing from you.

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. We have cancelled the membership effective January 10, 2018. Customer satisfaction is our priority, as a...

courtesy we have issued a refund of $119.80 plus $4.36 sales tax for a total of $124.16 on January 10, 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.

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 June 21, 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 June
29, July 29, and August 29, 2017.  You
also purchased and viewed a 3-Bureau Report with scores for $39.95 on June 21,
2017.  A welcome email notification was
sent to the email address you provided at the time of enrollment. Your
membership has been cancelled on February 21, 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.
 
We have, as
a courtesy, issued a refund totaling $46.94 on February 21, 2018.  Please
allow 3 - 5 business days for these funds to process to the credit card
account.  Due to the number of
reports/scores you have ordered since becoming a member, no further refunds
will be processed.
 
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 you contacted us on February 1, 2018, and your membership was cancelled within the trial period.  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 CreditCheck(R) Total. Our records indicate that you enrolled on March 1, 2018, and followed by a request to cancel the membership on March 8, 2018.  There were no monthly billing charges.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.