Experian Consumer Services

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.  Accepted with reservation, there is no acceptance of blame for the problem and no apology.  I would have no reason to choose to do business with this company in the future, based on the response.
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 July 14, 2014, and followed by a request to cancel the membership on September 24, 2014. At that time a $14.95...

refund was issued.
Also, you ordered was a 3 bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $82.75, making your total refund $97.70. 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. Upon date of enrollment, the following disclosure was displayed on our website:
When you order your credit report and 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 $14.95 for each month that 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. 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 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 informing us of your recent experience with Experian Credit TrackerSM. We understand how upsetting a potential credit card fraud situation can be.
[redacted], Inc. ([redacted]) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring services and internet access to their personal credit reports.
Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on January 31, 2014, utilizing a [redacted] Card with the last four digits [redacted]. Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on February 9, 2014 and on or about the 9th of each subsequent month.
Additionally, our records show that you contacted [redacted] on August 6, 2015, and stated that you are the holder of the [redacted] Card, did not open the account in question and believed that the order was fraudulently placed with us by a third party. In response, [redacted] cancelled the membership, issued a refund of $24.95 to your card.
Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $274.45 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.
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 October 10, 2014, and followed by a request to cancel the membership on October 19, 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 October 21, 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.  The below disclosure is displayed on the main page:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on November 25, 2014, and followed by a request to cancel the membership on April 7, 2015. 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 $19.95, plus sales tax of $1.72, for a total of $21.67.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $79.80, plus sales tax of $6.88, for a total of $86.68, on April 7, 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.
Please be advised that the price disclosed when you subscribed was $19.95, plus sales tax, if applicable.
Thank you for the opportunity to clarify the $35.79 charged at the time of your enrollment.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on November 25, 2014.
At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $32.95, plus $2.84 sales tax for a total of $35.79, once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable
.We have issued an additional credit for $32.95, plus sales tax of $2.84, for a total of $ 35.79, on April 7, 2015, making your total refund $144.14 (including sales tax). When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.
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 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]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorks™
After reviewing your account our records indicate that Amber Geiser enrolled with Experian CreditWorks™ on December 20, 2015. On December 29, 2015 Amber Geiser contacted us to cancel the...

membership. In accordance with our published refund policy, a refund of $21.95 was issued at that time.
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.
You have also requested reimbursement of the overdraft fees. Our terms and conditions state that we are not responsible for overdraft fees, and warn against using ATM/debit cards. Since your bank has assessed this fee, we recommend that you contact them as it relates to this matter.
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.Unfortunately, we cannot delete your information from our customer database because we are legally obliged to retain records documenting that the credit reports we request...

from the credit bureaus were pulled with permissible purpose under the Fair Credit Reporting Act. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for our customer's privacy.Our records indicate that you enrolled with Experian Credit TrackerSM on May 5, 2015, and followed by a request to cancel the membership on July 5, 2015.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.90 on July 13, 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 the payment page before your order was submitted and your credit card was charged: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. 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 Experian CreditWorksTM.Our records indicate that a membership was ordered with Experian CreditWorksTM on March 7 2016, and followed by a request to cancel the membership on March 28, 2016.  A Welcome email notification was sent to the...

email address provided at the time of enrollment.Our records further indicate that as of March 29, 2016, your bank has accepted the fees, an amount totaling $21.95.  We are therefore unable to refund the monies directly to you, as your bank has received the refund for you.  Please contact your bank for more details regarding this matter.At this time we would like to express our regret that your experience with Experian CreditWorksTM 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:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. 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/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.

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 was great. There was a quick response and I'm very pleased with the outcome.
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.  The business has performed said action and this complaint resolved; December 25, 2014. Thank you and have a great day. Merry Christmas!
Regards,
[redacted]

Thank you for contacting us regarding the accounts opened at CreditCheck(R) Total. CreditCheck(R) Total does offer a one dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions, including billing...

at the end of the one dollar trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.  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 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. Our records indicate that two memberships were created with CreditCheck(R) Total on September 21, 2016 utilizing credit card ending 0542. The memberships were not cancelled within the one dollar 7-day trial period.  Consequently, in accordance with the published terms of our offer, we attempted to bill the credit card provided but all attempts were unsuccessful on both memberships. In response to this complaint, on November 14, 2016, we have cancelled both memberships.  As a courtesy, on November 14, 2016, we have issued a refund of the initial fees of $2.00.  Please allow 3 - 5 business days for these funds to process to your credit card account.  I 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 May 9, 2012. On January 24, 2017 and January 26, 2017, our representative attempted to reach you via telephone and...

left voicemail messages with her contact information.  For assistance, please reach out to her.Customer satisfaction is our priority, as a courtesy we issued a refund of $209.79 on January 24, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 ProtectMyID(R). Our records indicate that you enrolled with ProtectMyID(R) on October 15, 2013 as a free membership and changed to a yearly paid membership on September 11, 2015.  This was followed by a request to...

cancel the membership on October 27, 2016.  In accordance with the terms and conditions that you agreed to at the time of your order, when your paid membership is cancelled within 180 days of your last payment (October 16, 2016), you will receive a prorated refund.  On October 27, 2016 you contacted us to cancel and your membership processed a refund in the amount of $79.95.  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 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 15, 2015, and followed by a request to cancel the membership on August 24, 2015.  A...

welcome email notification was sent to the email address you provided at the time of enrollment.We wish to emphasize that for the duration of the membership we provided a number of benefits available to you at any time through our website, including, but not limited to, unlimited access to your credit report, as well as credit monitoring alerts which were updated daily.  Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on August 15, 2015.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 INFORMATIONNote: Your credit card will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is non-refundable.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.Customer satisfaction is our priority, as a courtesy we issued a refund of $61.90 on August 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.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. 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 August 27, 2016.  A welcome email notification was sent to the email address...

you provided at the time of enrollment. Per your request to cancel on September 2, 2016, your paid benefits ceased on September 5, 2016.  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 records also indicate that you ordered an additional one dollar credit report along with a trial membership on October 20, 2016.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per this complaint, this membership has been cancelled.   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 November 14, 2016.  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 INFORMATION 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.   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 13, 2014, and followed by a request to cancel the membership on October 21, 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 October 22, 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.  The below disclosure is displayed on the main page:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on April 29, 2015, and followed by a request to cancel the membership on May 8, 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 May 13, 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 any time 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 contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a one dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions,...

including billing at the end of the one dollar 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 you, [redacted] and [redacted] enrolled with Experian Credit TrackerSM on July 2, 2012. The memberships were not cancelled within the one dollar 7-day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $17.95 on July 9, 2012 and on or about the same date each subsequent month, for each of the accounts.
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(R) 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.
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
PAYMENT INFORMATION
When 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/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.
Please be advised that the price disclosed when you subscribed was $17.95. The monthly fee increased to $19.95 on July 9, 2013.
On February 26, 2016, we received notification from you to cancel the memberships. At the time of cancellation, a one month courtesy refund was issued for $19.95 for each account, an amount totaling $59.85.
We apologize for any inconvenience or misunderstanding. As a courtesy, on March 9, 2016, we have issued an additional refund of the monthly membership fees in the amount of $658.35. 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 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 report on January 2 and June 9 of 2015, and used your membership to place orders for 3-bureau credit reports on May 24, 2013 and August 6, 2014.
Additionally, our product is intended and designed only for individual consumers to check their own credit reports and not to obtain credit reports about or on behalf of other people; to access credit histories on another person. As stated in our Terms and Conditions on our website, we use security measures designed to protect the consumer’s privacy and to safeguard our customer’s information. We employ an authentication process to verify the consumers’ identity for access of their report online.
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.