Experian Consumer Services

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.

Thank you for bringing your concerns to our attention regarding the accounts opened at CreditScore.comTM and Experian Credit TrackerSM.
Our records indicate that you enrolled with CreditScore.comTM on April 13, 2012, and followed by a request to cancel the membership on September 29, 2014....

 Also in reviewing your customer file it appears you viewed your 3 bureau credit report on April 18, 2012.
Additionally, our records indicate that you enrolled with Experian Credit TrackerSM on July 18, 2013.  Since the membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee, in the amount of $19.95, on July 25, 2013 and on the 25th of each subsequent month for the duration of the membership.
At this time we would like to express our regret that your experience with CreditScore.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.  Upon date of enrollment, the following disclosure was displayed on our website:
By ordering your 3-bureau credit report and 3 scores you will begin 3-bureau credit monitoring and credit score tracking. The membership fee of $12.95 will be charged to your credit card account and your membership will continue automatically. You will receive email alerts whenever there is a significant change to your credit reports or scores. You may cancel at any time. 
We apologize for any inconvenience or misunderstanding. Customer satisfaction is our priority, as a courtesy we have issued a 12-month refund of $155.40 for CreditScore.comTM on October 3, 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 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 14, 2015, and followed by a request to cancel the membership on April 24, 2015.  A...

welcome email notification was sent to the email address you provided at the time of enrollment.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on April 30, 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.

Our website describes the offer in detail and the order form details the terms and conditions of the offer, including billing at the time the order was placed. The consumer agrees to these terms when submitting their order.
Payment Information:
Your credit card will be charged $39.95, once...

your identity has been confirmed. If, for any reason, we are unable to provide you with this report, we will not charge your credit card.
We are not able to delete your credit card information at this time. We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. In addition, pursuant to Federal regulatory requirements we must retain a customers’ core account information (and any and all records of customer complaints pertaining to such account) for six (6) years. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.
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 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 January 4, 2016.  Customer satisfaction...

is our priority, as a courtesy we issued a refund of $19.95 on January 4, 2015.  We issued an additional refund of $19.95 on January 5, 2015, for a total refund of $39.90.  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: * Introductory price of $4.95 for your first month of access, then just $19.95 each additional month. Cancel anytime if not satisfied. We also provide the following disclosure on the order form, where your credit card information is entered: 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. 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 August 2, 2015, and followed by a request to cancel the membership on August 13, 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 August 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 on our product landing page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on April 8, 2013, and followed by a request to cancel the membership on January 6, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $14.95 plus $0.93 sales tax for a total of $15.88 to the credit card on file.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $164.45 plus $10.23 sales tax for a total of $174.68 on January 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:MPORTANT 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 $14.95.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] said that they are not able to delete my entire online account and profile at this time, because they are legally obligated to retain records of requests for credit reports from the credit reporting agencies to verify permissible purpose under the Fair Credit Reporting Act. I never requested my credit reports through [redacted] website, nor have I ever had any financial or credit relationship with [redacted]. My membership was complimentary, and [redacted] was never my creditor. Therefore, this is not applicable to my case. In addition, they claim that, pursuant to federal regulatory requirements, they must retain a customer's core account information (including any-and-all records of customer complaints pertaining to such account) for six years. This does not apply to my case as well, because I never took any credit from [redacted] and I never had any financial obligation to them at any point during my complimentary membership at their website.Therefore, I request that all my information be permanently deleted from their system.
Regards,
[redacted]

Thank you for informing us of your recent experience with Experian Credit TrackerSM. We pride ourselves on providing an excellent experience, and vigilantly strive to provide the highest standards of customer care and satisfaction. Let us assure you, the statements made to you by our customer...

service representative are not in accordance with our policies. We we will be addressing these allegations with the representative, and will take the appropriate steps to prevent a re-occurrence of such 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 such as you that we are able to improve our products and memberships.Also, we want to inform you that on December 18, 2014, a one month courtesy refund was issued for $14.95. We have issued and additional credit for $14.95 on December 18, 2014, making your total refund $29.90. 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 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 writing and expressing your concern regarding Experian Credit TrackerSM.Our records indicate that on December 17, 2014 you ordered an Experian(R) credit report from Experian Credit TrackerSM which enrolls you into our monitoring product.  Also in reviewing your customer file it...

appears you purchased and viewed your 3 bureau credit report on December 17, 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 nonrefundableWe apologize for any inconvenience or misunderstanding.  Our records also indicate that your visa card has recovered the fees in the amount of $14.95, as of January 23, 2015.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $32.95 on January 24, 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:PAYMENT INFORMATIONWhen 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.Please be advised that the price disclosed when you subscribed was $14.95.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 Freecreditreport.com(R).?Our records indicate that you enrolled with Freecreditreport.com(R) on September 9, 2014, and on March 29, 2015, your membership with Freecreditreport.com(R) was upgraded to Experian...

Credit TrackerSM. Our records also indicate that we received a request to cancel the membership on July 16, 2015. At the time of cancellation, a one month courtesy refund was issued for $14.99 to the credit card on file. We do not have any record of you requesting cancellation prior to being charged for the membership fee.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $149.90 to the credit card on file on July 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 on our product landing page:IMPORTANT INFORMATION:When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on October 19, 2015.  A Welcome email notification was sent to the email address you provided at the time...

of enrollment.On February 24, 2016, you contacted us to cancel the membership.  In accordance with our published refund policy, a refund of $21.95 was issued at that time.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $65.85 on March 1, 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 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.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.You can respond here as Info not wish for you to contact me by phone. You can also cancel the membership. It was only purchased to see that you all had my information wrong. You can respond in writing to me only.
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.I will also contact them about the claim that I accessed my credit report multiple times during the time I had the service since I had no recollection of doing so which is concerning. I do think that they should change their policies and that it completely represents a bait and switch advertising the credit report as free. Thank you so much for your effort though. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding a service glitch with your membership with [redacted] CreditCheck(R) Membership. Our representative reached out to you on October 11, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved and no longer required assistance. Furthermore, in response to this complaint we have canceled your Experian IdentityWorks PremiumSM effective October 13, 2017. Please note the card on file has not been billed our membership fee of $19.99.  We apologize for any misunderstanding or inconvenience.  As a consumer, you are indeed entitled to dispute inaccurate information on your credit report and can request for a copy of your report. However, this complaint is handled in a different Experian(R) office. Experian(R) P.O. Box 9701 Allen, TX 75013 Toll Free Telephone Number: 888-397-3742 Because we are unable to assist with this issue, it is recommended that you contact Experian(R) directly. Thank you for allowing me to assist you in this matter. We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 14, 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 25, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment. On September 29, 2017, you contacted us and the paid benefits were discontinued.  In response to this complaint, all membership benefits were canceled, effective October 1, 2017. We have, as a courtesy, issued a refund totaling $21.95 on October 1, 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 bringing your concerns to our attention.
Our records indicate that on October 18, 2017, you ordered a one-dollar credit report along with a trial membership in Experian Credit TrackerSM. A welcome email notification was sent to the email address you provided at the time of...

enrollment. The membership was 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 $24.99 on November 2, 2017. We received notification from you to cancel the membership on November 18, 2017, at which time your membership was immediately cancelled.
Our records also show that on September 18, 2017, you enrolled in a membership with Experian IdentityWorksSM Premium on a 30-day free trial basis. A welcome email notification was sent to the email address you provided at the time of enrollment. The membership was not cancelled within the 30-day trial period, consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on October 22, 2017, and on or about the 22nd of each following month.
Our websites describe our offers and the order forms detail the terms and conditions of each offer, including billing at the end of the respective 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.
In response to your Revdex.com complaint, your Experian IdentityWorks Premium membership was immediately cancelled on January 5, 2018, and a one-month courtesy refund was issued in the amount of $19.99. Please allow 3-5 business days for these funds to process to your credit card account.
We apologize for any inconvenience our hold times may have caused, and appreciate the time you took to send us feedback regarding our product and 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 writing and expressing your concern regarding your memberships. Our records indicate that you enrolled with CreditExpertSM on December 27, 2005, and followed by a request to cancel the membership on March 8, 2018.  Our records indicate you also enrolled with Experian Credit...

TrackerSM on December 15, 2013.  On December 26, 2014, the benefits of the membership were upgraded.  Notifications were sent regarding this change.  This membership was also cancelled on March 8, 2018.   Customer satisfaction is our priority, as a courtesy we issued a refund of $24.99 with the Experian Credit TrackerSM membership and $19.95 with the CreditExpertSM membership on March 8, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card 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 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.

Thank you for the opportunity to respond to your concerns regarding your membership with Experian Credit TrackerSM.  Our records indicate that you enrolled on March 18, 2014.  On March 25, 2018, the membership was canceled. On March 31, 2018, we issued you a refund in the amount of...

$19.54.  Please allow 3-5 business days for the funds to process to your card on file.We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.  We hope the above information is helpful to you in considering this matter.