Experian Consumer Services

Thank you for informing us of your recent experience with Experian CreditWorksSM Premium. 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 CreditWorksSM Premium, was ordered on September 22, 2017, utilizing a [redacted] Card with the last four digits 3943.  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 October 22, 2017. In response to this complaint, on October 26, 2017 the membership was completely canceled, effective immediately. Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on October 27, 2017. 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 July 27, 2015 and followed by a request to cancel the membership on August 6, 2015.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $21.95 on August 11, 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.
It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. We vigilantly strive to provide the highest standards of customer care and satisfaction and hope we have addressed your area of concern to your expectation.

Thank
you for writing and expressing your concerns.Our
records indicate that you enrolled with [redacted] & ID Monitor on
September 22, 2015 through a [redacted] site.  In compliance with the FCRA, our name was
added to the list of recent inquiries your credit report. ...

Please be assured, since the report was
provided for your own personal use, the inquiry that appears on his/her credit report
is listed as a promotional or “soft inquiry.” 
This means that an inquiry from ConsumerInfo.com(R) has no effect your
credit rating.If
you feel this is fraud, we advise you to contact the credit bureaus directly.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 July 15, 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 July 28, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ended. You now have access to your Experian(R) credit report and FICO(R)Score once every 30 days, at no charge 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 issued a refund totaling $21.95 on August 29, 2016.  An additional refund of $1 was also issued on August 29, 2016.  Please Allow 3 - 5 business days for these funds to process to the credit card account.  We apologize for any misunderstanding or inconvenience.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 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 April 6, 2015, and followed by a request to cancel the membership on April 14, 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 $22.95 on April 18, 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 CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on September 29, 2014, and followed by a request to cancel the membership on October 10, 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 $29.95 on October 15, 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 CreditReport.comTM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same; Please understand that not every consumer is guaranteed online access to their credit report; that is why we also offer the option of writing in or calling in to request your credit report.
For additional assistance, you may call the toll free telephone number, 888-397-[redacted], to obtain a report directly from Experian, or write to Experian at P.O. Box 9701, Allen, TX 75013. For more information regarding your credit and frequently asked questions, you may visit: http://www.experian.com/blogs/ask-experian.
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.

Thank you for your inquiry regarding the advertisement you received from [redacted].
We take the improper and unauthorized promotion of our products and services very seriously and actively investigate scenarios such as this.
However, the advertisement you replied to (and the subsequent...

e-mail sent by a third party) were not authorized by ConsumerInfo.com, Inc.
Our records indicate that you enrolled with CreditReport.comTM on September 8, 2014, and followed by a request to cancel the membership on September 21, 2014. 
To ensure your satisfaction, we have issued a refund of $30.95 on September 24, 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 CreditReport.comTM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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.
 
Please accept our apologies for the inconvenience this may have caused.

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 6, 2015, and followed by a request to cancel the membership on April 15, 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 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.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 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.

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 $239.40.

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 11, 2014, and followed by a request to cancel the membership on January 14, 2015.  Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $14.95 on January 16, 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: (REPLACE FROM APPLICABLE WEBSITE) 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 $14.95 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 CreditWorksSM.   Our records indicate that you ordered a free credit report membership on November 22, 2016.  A welcome email notification was sent to the email address you provided at the time of...

enrollment. Per your request, we have adjusted your benefits to include the following at no cost to you: A new Experian(R) Credit Report and FICO(R) Score every 30 days.  Your next report is available on January 17, 2017. Experian(R) Credit Monitoring Alerts Customer Care agents who can handle requests related to your membership and answer general questions about your report For log in assistance and additional questions, you can contact one of our Customer Care representatives at 1-866-617-1894, Monday-Friday from 6 a.m. to 6 p.m. PST or Saturday & Sunday from 8 a.m. to 5 p.m. PST. 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 22, 2016.  On July 27, 2016, the benefits of the membership were upgraded and the price increased from $21.95...

to $24.99. Notifications were sent regarding this change.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 misunderstanding or inconvenience.  In response to this complaint, we canceled your membership, effective February 3, 2017.Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on February 3, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We comply with our privacy policy posted on online on our website.  At the time of your order you opted in to receive emails. We have opted you out so that you will no longer receive emails from our company.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.
The reason I reported to the Revdex.com is because I didn't wait until the last minute to cancel, and because of the incompetent employee who didn't know how to cancel an account, I am being punished. You are correct only in the aspect that if I would have waited until the last minute to cancel and the charge and I crossed paths. BUT, I did not wait until the last minute and my account was SUPPOSED to be closed 4 days prior to a charge being made! Instead, your company charged me $21.95 (4 days later) and YOUR COMPANY caused a $35 charge to my account. I really don't care if you have to deduct your employees pay check, you know yhe one that told me on 4/14 that my account was cancelled?) But, that is where my dispute is with your shotty business arrangements. I have received the $21.95 but, that is hardly the point now is it??
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 have been credited for all chargesThank you for your assistance.Regards,
[redacted]

Thank you for notifying us regarding the cancellation of your Experian Credit TrackerSM membership. We have researched your account and there is no record of you requesting cancellation prior to being charged the membership fee.  Our records indicate that you enrolled with...

Experian Credit TrackerSM on May 5, 2014, and followed by a request to cancel the membership on July 20, 2015.  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 anytime within the trial period without charge.Please be advised that the price disclosed when you subscribed was $19.95.At the time of cancellation, a one month courtesy refund of $19.95 was issued. Furthermore, as a courtesy and based upon your request, we have issued an additional refund of $279.30 on July 25, 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 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 June 11, 2015, and followed by a request to cancel the membership on June 21, 2015.  A welcome...

email notification was sent to the email address you provided at the time of enrollment.We apologize for any inconvenience or misunderstanding, however, our records show that your bank has recovered the fees for you, an amount totaling $23.90, as of June 24, 2015. We are therefore unable to refund the monies, as you have already received them back.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 include a similar disclosure immediately prior to placing the order where we state the following:PAYMENT INFORMATIONWhen 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 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 CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on December 1, 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 December 10, 2016, and on January 10, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits will cease, effective February 9, 2017.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you. On January 10, 2017, our records indicate that you contacted us and a refund was issued in the amount of $21.95.  We apologize for any misunderstanding or inconvenience; however, we do not have a record of a cancellation request prior to this date.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 $22.95 on January 13, 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.

Thank
you for writing and expressing your concern regarding your membership with Experian
Credit TrackerSM.Our records indicate that you initially enrolled with Experian
Credit TrackerSM on September 23,
2015, and followed by a request to cancel the membership on September 24,...

2015. Our
records further indicate you enrolled with Experian Credit TrackerSM on October
15, 2015.  According to our records, your
last billing for this membership occurred on October 23, 2015.  You requested to cancel the membership on
December 3, 2015.Additionally, our records indicate you reactivated
your membership on December 3, 2015.  In response to your complaint we cancelled your
membership and provided a full refund of the membership fees charged in the
amount of $24.95 on December 4, 2015.Let us assure you, the statements made to you by our
representative are not in accordance with our policies. We will be addressing these
allegations directly with the representative, and will take the appropriate
steps to prevent a reoccurrence of events.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 as you that we are able to improve our
products and memberships.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.We hope the above information is helpful to you in
considering this matter.

Thank you for writing and expressing your concern regarding Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on August 28, 2015.  A welcome email notification was sent to the email address you provided at the time of your enrollment. On July 27,...

2016, the benefits of the membership were upgraded and the monthly price increased from $21.95 to $24.99.  Notifications were sent to you regarding this change. In response to your complaint, the membership was canceled on April 4, 2018. Customer satisfaction is our priority, as a courtesy we have issued a refund of $299.85 on April 4, 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 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 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.If you believe that a third party fraudulently placed the order with us, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.