Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R). Our records indicate that you enrolled with Freecreditreport.com(R) on November 19, 2014 and followed by a request to cancel the membership on November 28, 2014.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $14.99 on December 2, 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 Freecreditreport.com(R) 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 and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].

I find the full refund of the monies to be acceptable to me; however, the issue of deceptive advertising, and the business taking responsibility for such, has not been resolved. I see many other complaints of this nature have been filed with the Revdex.com, and expect that future complaints will continue until the business clearly states what the consumer is signing up for.
The above said, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you very much,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorks?.   Our records indicate that you ordered a one dollar credit report along with a trial membership on August 17, 2016.  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 26, 2016.  A Welcome email notification was sent to the email address you provided at the time of enrollment. Our website describes the offer and the order form details the terms and conditions of the offer, including 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 September 12, 2016 and at this time the membership was cancelled.  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 CreditWorks? 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 CreditWorks?.  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.

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R).Our records indicate that you enrolled with Freecreditreport.com(R) on September 4, 2014, and followed by a request to cancel the membership on February 2, 2015.  At the time...

of cancellation, a one month courtesy refund was issued for $17.99 plus $1.55 sales tax for a total of $19.54.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $71.96 plus $6.21 sales tax for a total of $78.17 on February 3, 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 Freecreditreport.com(R) 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 and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $17.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.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 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 17, 2014, and followed by a request to cancel the membership on October 28, 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 on November 1, 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.

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]

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.
This has been resolved. Thank you. Peace,[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 30, 2015, and followed by a request to cancel the membership on July 11, 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 plus $1.37 sales tax for a total of $23.32.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $176.60 plus $10.96 sales tax for a total of $187.56 on July 14, 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 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 3-Bureau Credit Report & FICO® Scores, 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 $24.99 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 $21.95.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on January 29, 2016.
At enrollment, you entered your personal information and credit card number. The following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card will be charged $39.95, plus any applicable sales tax, 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.
We have issued an additional credit for $39.95, plus $2.50 sales tax for a total of $42.45 on July 14, 2016. When we issue a credit it can take from 3 - 5 business days for them to post the funds to your account.
The total of all refunds, including sales tax, equals $253.33, for a full refund of all charges.
We wish to emphasize that for the duration of your membership we provided a number of benefits which were available to you at any time through our website, including, but not limited to, unlimited access to your credit reports, as well as daily monitoring of your credit report. Our records also indicate that you accessed your Experian(R) report on January 29, 2016
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.
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 informing us of your recent experience with Experian CreditWorksSM.   Our records indicate that a one dollar credit report along with a trial membership was ordered on March 1, 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 March 10, 2017 and on or around the 10th of each subsequent month. Additionally, our records show that you contacted us on April 19, 2017, and stated that you are the holder of the MasterCard. Per your request, the paid benefits will cease, effective May 10, 2017. 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 $47.80 on April 25, 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: When 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. Please note that your membership fee also included tax of $1.95 monthly. 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.

I will fax information to Experian today at the fax number that was given.  I will place the complaint number on all records.  Thank you.

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 and have cancelled the membership effective September 21, 2017. 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 Plus.  Our records indicate that you ordered a one dollar credit report along with a trial membership on November 29, 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 December 8, 2017, and on or around the 8th of each subsequent month. A welcome email notification was sent to the email address you provided at the time of enrollment. Our records further indicate, on January 26, 2017, you contacted us and the paid benefits of the membership were discontinued. In response to this complaint, on February 7, 2018, 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 $43.90 on February 7, 2018.  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 Plus may not have met your expectation or our standard of excellence.  We feel it is important to keep our customers informed.  The following is an excerpt from our Global Terms and Conditions: If you do not cancel your free trial membership within 7 days of the date you place your order, your membership will continue automatically and the monthly/annual fee will be billed to the credit card or other billing source provided by you when you enrolled in credit monitoring, on the first day of each successive membership term. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concerns. 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.     Membership ID Please fax any supporting documents to:  [redacted] ATTN: Experian Consumer Affairs (Complaint ID: [redacted]) Or, you can mail to: [redacted]
[redacted] 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. Thank you for your understanding and cooperation.

Thank you for writing and expressing your concern regarding your membership with ProtectMyID(R). Our records indicate that you enrolled with ProtectMyID(R) on December 3, 2014. In response to this complaint, on February 22, 2018, the membership was canceled, effective immediately.   ...

Customer satisfaction is our priority, as a courtesy we have issued a refund of $99.95 on February 22, 2018.  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 ProtectMyID(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep our customers informed.  The following is an excerpt from our Global Terms and Conditions: Your paid membership in credit monitoring is effective for the period covered by your membership fee and continues upon your payment of the monthly/annual renewal fee. Renewal fees for your membership will automatically be charged, at the then current rate, to the credit card or other billing source authorized by you, on the first day of each successive membership term, until you cancel your membership. 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 October 13, 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 October 24, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment. Per your written request, your benefits have ended on November 7, 2017. 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 October 31, 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 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 Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 17, 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 September 28, 2017, and on or around the 28th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On December 15, 2017, you contacted us and the membership was canceled.  On this date, a refund was issued to you in the amount of $21.95.  Please allow 3-5 business days for the funds to process to your 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 discontinue. The consumer agrees to these terms when submitting their order.  On December 18, 2017, your financial institution collected funds on your behalf in the amount of $43.90.  For additional information on these funds, please contact your card issuer.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 July 25, 2017.  A welcome email notification was sent to the email address you provided at the time of your enrollment. ...

The membership was not canceled within the trial period; consequently, the card on file was billed our monthly membership fee on August 4, 2017, and on or about the 4th of each following month.Our records also indicate that you enrolled with our free credit monitoring membership, Experian CreditWorksSM Basic, on June 9, 2016.  On September 8, 2017, this membership was canceled online.  On December 4, 2017, you contacted us and the CreditCheck(R) Total membership was also canceled.  On this date, a refund was issued to you in the amount of $89.85.Customer satisfaction is our priority; as a courtesy we have issued an additional refund of $59.90 on December 6, 2017.  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 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.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 Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on November 29, 2015, and followed by a request to cancel the membership on February 19, 2016. 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 $66.85 plus on February 23, 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. 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 TrackerTM.Our records indicate that you enrolled with Experian Credit TrackerTM on January 21, 2015, and followed by a request to cancel the membership on January 30, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 on January 31, 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 TrackerTM 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.Credit score calculated based on FICO Score 8 model. Your lender or insurer may use a different FICO Score than FICO Score 8, or another type of credit score altogether. Learn More. 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 www.annualcreditreport.com.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.