Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.   Our records indicate that you ordered our free CreditWorksSM Basic membership on May 30, 2017.  We show you canceled your membership on November 15, 2017. We do apologize for any...

confusion with the cancellation of your membership.  Our website offers the chance to cancel the membership online under the My Profile section then My Membership.  Located at the bottom of this page you are asked “Do you want to cancel your Experian CreditWorksSM membership?” and you have the option to cancel there. 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. 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 expressing your concerns regarding Experian Credit TrackerSM.
[redacted], Inc. offers a variety of credit monitoring products that include online access to consumers’ personal credit reports and scores. To view available products please visit:...

[redacted].
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]
Credit bureaus maintain separate records of consumer’s information. In order to dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file. For a summary of your FCRA rights, please visit [redacted]
Listed below is the dispute contact information for the three national credit bureaus: Experian(R), [redacted] and [redacted].
Experian:
Online Dispute: [redacted] Telephone: ###-###-####

[redacted]:
Online Dispute: [redacted] Disputes via U.S. postal mail:
[redacted]
[redacted] Telephone: ###-###-####
[redacted]:
Online Dispute: h[redacted] Disputes via U.S. postal mail:
[redacted] Consumer Solutions
[redacted]
[redacted] Telephone: ###-###-####
When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation, and request the deletion or correction of the information you feel is inaccurate.
The FCRA mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information. Within 30 days, the company or creditor must respond to the credit bureau’s investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
In response to your specific concerns regarding membership cancellation, we provide the procedure on how to cancel a membership on our website. The “Contact Us” link provides instructions on how to contact our customer care and specifically provides the following methods:
“Call Us
Toll-free ###-###-#### (get the number from the website)
Available Hours (PST)
Mon-Fri from 6am - 6pm
Sat-Sun from 8am-5pm
To contact us by mail, direct correspondence to: [redacted], Attn: [redacted]. You can also email us at s[redacted]
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.
I 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.
Regards,
[redacted]

Thank you for informing us of your recent experience with Experian Credit TrackerSM.  Experian Credit TrackerSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. ...

Our records show that you contacted [redacted] on February 26, 2015 and requested your membership to be cancelled. Regretfully, it was not cancelled.  Your membership was cancelled on March 8, 2015.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on March 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 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.In the future we recommend visiting [redacted] which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on January 25, 2017.  On this date a three bureau credit report and scores was also...

purchased.  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 3, 2017, and March 3, 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 April 3, 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 March 15, 2017, a refund was issued in the amount of $21.95.  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 $21.95 on March 16, 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 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 I never told this company that I thought someone other than them submitted the charges and inputted information in their system wrong. I do not believe it was an outside or third party. There are plenty of reviews online for the very same thing. This morning I received an email from [redacted] stating the same thing that is in the response the company sent to Revdex.com. So that would be 3 different entities if you will under one AD using what I would call the bait and switch. This was all done under Experian. I signed up for their report. Instead from what I am gathering it signs you up for 3 different things charges you differently under each name, however I was only given one member number. So in canceling the account within the trial period really doesn't matter because they charge you under one of the other names and say you didn't cancel that account. How could you when only given one member number. One would imagine that cancels everything just like when you started. The only thing visibly seen on the AD I used was for the credit report from Experian and Credit tracking.  I would ask that the Revdex.com take action so no one else beyond the many already affected by these practices make companies change these tactics.  Regards,
[redacted]

We are sorry to read of your dissatisfaction with our response. 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 appreciate your feedback and have noted your concerns. After conducting and additional review, our decision remains the same; as a courtesy we have provided a refund in the amount of $149.90 on July 23, 2015 to the card on file.

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 12, 2015, and followed by a request to cancel the membership on July 14, 2015. A welcome email notification was...

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. Upon date of enrollment, the following disclosure was displayed on our website:
PAYMENT INFORMATION
When you order your Credit Report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $19.95 for each month you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month’s paid membership fee.
Customer satisfaction is our priority, as a courtesy we have issued a total refund of $19.95. 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 may not be reflected on your credit card statement for 1-2 billing cycles.
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 are not affiliated with the annual free credit report program. Under a new Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to www.annualcreditreport.com.
We hope the above information is helpful to you in considering this matter.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our final position on the matter, we can advise the following:
In response to your specific concerns regarding unrecognized charges, we have provided a full refund in the amount of $110.28 on April 4, 2015 for all of the charges billed. Should you have further concerns, the “Contact Us” link on our website provides instructions on how to contact our customer care and specifically provides the following methods:
“Call Us
Toll-free [redacted]
Available Hours (PST)
Mon-Fri from 6am - 6pm
Sat-Sun from 8am-5pm
To contact us by mail, direct correspondence to: [redacted], Attn: Customer Care, [redacted]. You can also email us at [redacted].
We do appreciate your feedback and have noted your concerns. 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.  Crediting my account at my bank in an amount which does not specify what this amount represents.   First, the amount is not itemized in any manner.  So I have no way of knowing what this amount represents.  Second, I do not know what decision Experian is referring to.  I received no decision from them at any time.  The only thing I received was in response to the email description of the "theft by fraud" Experian committed by taking funds from my bank account that they had no right, authority, or permission to take.  They responded that I opened an account with them on November 4, 2014 - which I most certainly did not.  I reviewed my bank statement for March 14, 2015 today, and found the three fraudulent charges to my account there.  There were other fraudulent charges later in March, and two in April.  I have absolute proof of this by my bank statements issued in the regular course of business by the bank to me, as its customer.  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 February 3, 2014. On August 22, 2016, the benefits of the membership were upgraded and the monthly price increased from...

$14.95 to $24.99.  Notifications were sent regarding this change. Furthermore, per your request, your paid benefits will cease, effective April 12, 2017. You will continue to have access to your Experian(R) credit report once every 30 days, at no charge to you. We appreciate the time you took to send us feedback regarding our website. 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 informing us of your recent experience with FreeCreditReport.com(R). We pride ourselves on providing an excellent customer experience, and vigilantly strive to provide the highest standards of customer care and satisfaction.  Our records indicate that on December...

6, 2014 you ordered an Experian(R) credit report from FreeCreditReport.com(R) which enrolls you into the 7-day trial of our monitoring product. This was followed by a request to cancel the membership on December 16, 2014.We feel it is important to keep the consumer informed regarding the ordering process, so 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 lawAlso in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report and score on December 6, 2014. At time of purchase, 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.Customer satisfaction is our priority, and as a courtesy we have issued a refund of $17.99 in monthly membership fees and $32.95 for the 3 bureau credit report and score, for a total of $50.94 on December 17, 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.We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.         We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R).
Our records indicate that you enrolled with Freecreditreport.com(R) on April 5, 2014, and followed by a request to cancel the membership on November 12, 2014. We do not have...

any record of you requesting cancellation.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $25.98. 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(R). If you don't cancel your membership within the 7-day trial period**, you will be billed $12.99 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.
We hope the above information is helpful to you in considering this matter.

Thank you for expressing your concerns regarding Experian Credit TrackerSM.
We apologize for any inconvenience you may have experienced in processing your online dispute. Please note that ConsumerInfo.com(R), Inc. (“CIC”), and its product Experian Credit TrackerSM, is an affiliated company of...

Experian(R) the credit reporting agency, and in that capacity offers a variety of credit monitoring products that include online access to consumers’ personal credit reports and scores. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file. While enrollment with Experian Credit TrackerSM is not required for this, your membership may provide a link for your convenience.
When following the online dispute link from your Experian Credit TrackerSM membership, you are redirected to the dispute portal on the Experian(R) credit bureau website. Once your personal information is entered into the web form on that page, the information you provide is then used to verify your identity relative to the data contained in your credit report.
If your identity can be verified successfully, the Experian(R) site will allow you to view and dispute inaccurate data. If the portal is unable to verify your identity with the supplied information, you may be asked to provide additional documentation to establish proof of identity. The dispute verification process is a function of Experian(R) designed for the protection of your personal information, and is not a function of the Experian Credit TrackerSM membership. As such, Experian Credit TrackerSM is unable to guarantee successful verification and access to the online dispute process.
We hope the above information is helpful to you in considering this matter.

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM and [redacted].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] enrolled with Experian Credit TrackerSM on October 15, 2011. Also, [redacted] enrolled with [redacted] on December 27, 2014. The memberships were not cancelled within the trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $17.95 plus $1.12 sales tax for a total of $19.07 on October 22, 2011 for [redacted], and $12.99 plus $0.81 sales tax for a total of $13.80 for [redacted] on January 26, 2015 and on or about the 22nd and 26th of each subsequent month for each of their accounts respectively.Our records also indicate that on June 05, 2013 [redacted] agreed to maintain his membership active in response to our retention efforts, in this case 50% discount for 24 months at a monthly fee of $8.97 plus $0.56 sales tax for a total of $9.53.On April 24, 2015, we received notification from [redacted] to cancel the memberships.  As a courtesy, we have issued a refund of the monthly membership fees of $21.96 plus $1.37 sales tax for a total of $23.33 to the card on file on April 29, 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 and [redacted] 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.Please be advised that the price disclosed when you subscribed was $17.95.When you order your free credit score here, you will begin your 7-day trial membership in [redacted]. If you don't cancel your membership within the 7-day trial period*, you will be billed $12.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.In your complaint you stated that the number provided on your bank statement did not allow you to speak to a representative. We have tested the number in question and can confirm that it is working as intended.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM and [redacted]. We vigilantly strives to provide the highest standards of customer care and satisfaction, we hope we have addressed your area of concern to your expectation  Thank you, [redacted]Customer Relations Group

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 March 18, 2017.  On this date, a three bureau credit report and scores was also...

purchased.  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 27, 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 April 27, 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. 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 March 29, 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 enrolled with Experian Credit TrackerSM on February 27, 2015, and followed by a request to cancel the membership on March 14, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 on March 17, 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. Click Here to get your free annual credit report available under federal law. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
 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. Thanks you for your assistance in getting this resolved quickly.
Regards,
[redacted]

we apologize for any confusion on the response, At the time of cancellation, a one month courtesy refund was issued for $29.95. We have as a courtesy refunded an additional credit of $29.95 for a total refund of $59.90.