Experian Consumer Services

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 27, 2016.  The membership was not cancelled; consequently, in accordance with the...

published terms of our offer, the credit card provided was charged our monthly membership fee on August 4, 2016.  A Welcome email notification was sent to the email address you provided at the time of enrollment. Your paid benefits will cease, effective September 3, 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 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 August 10, 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® 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 [redacted](R). Our records indicate that you enrolled with [redacted](R) on March 14, 2015 and followed by a request to cancel the membership on March 25, 2015.  We apologize for any...

inconvenience or misunderstanding we have issued a refund of $14.99 on March 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. At this time we would like to express our regret that your experience with [redacted](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 [redacted]. If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. It is unfortunate that you had such an adverse experience while dealing with [redacted](R). We vigilantly strive to provide the highest standards of customer care and satisfaction. We 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 our Experian CreditWorksSM Basic membership on August 29, 2017.   A few minutes later, you upgraded the membership to our Experian...

CreditWorksSM Plus for a one-dollar credit report along with a trial membership.  Also, a few minutes later you upgraded to our Experian CreditWorksSM Premium membership for $4.99 during the first month and $24.99 monthly.  These upgrades were made available to you within your membership when you logged in.  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 of $24.99 on September 29, 2017.  Cancellation is provided online, within your membership under the My Profile tab.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your complaint, your paid benefits have ceased, effective October 5, 2017. We have, as a courtesy, issued a refund totaling $24.98 on October 5, 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 Experian CreditWorksSM Plus order 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. Our website displays the following disclosure on our Experian CreditWorksSM Premium order page: * Introductory price of $4.99 for your first month of access, then just $24.99 each additional month. Cancel anytime if not satisfied. 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 Experian CreditWorksSM Basic membership on October 13, 2016.  Our records further indicate that you updated the membership on November1,...

2016 to a one dollar credit report along with a trial membership.  The membership was not cancelled during the trial period; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on November 10, 2016. A welcome email notification was sent to the email address you provided at the time of each enrollment. Per your phone request, your benefits ended, effective January 12, 2017. Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund totaling $21.95 on January 12, 2017 and $43.90 on January 17, 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 INFORMATION When you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorks(SM). 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. 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.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a credit report along with a membership on March 6, 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 April 6, 2017, and on or about the 6th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On December 26, 2017, the paid benefits of the membership were discontinued.  In response to this complaint, all membership benefits were canceled, effective December 28, 2017.Our website describes the offer and the order form details the terms and conditions of the offer, including billing 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 $149.94 on December 28, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Premium.  Our records indicate that you enrolled with Experian CreditWorksSM Premium on November 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 December 2, 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. 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.  Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score. In general, there are many factors that can affect an individual’s credit score, such as payment history, current debt, available credit to debt ratio, etc. The actual scoring model and its calculations are proprietary to Fair Isaac Corporation. The score section of your membership may be helpful in understanding what credit factors have a positive and negative affect on your FICO(R) Score. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.  Our records indicate you contacted us on March 9, 2018, and your membership was cancelled.  We apologize for any inconvenience our hold times caused you.  We appreciate the time...

you took to send us your comments and will take this feedback into consideration as we continue to improve.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM Premium.  Our records indicate that you enrolled with Experian IdentityWorksSM Premium on January 4, 2018, for an introductory rate of $4.99.  The membership was not cancelled within...

the introductory period.  Consequently, in accordance with the published terms of our offer, the card provided was charged our monthly membership fee. Furthermore, on March 21, 2018, your Experian IdentityWorksSM Premium membership was cancelled. At the time of cancellation, a one month courtesy refund was issued for $19.99. 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 $19.99 on March 21, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account. At this time we would like to express our regret that your experience with Experian IdentityWorksSM Premium may not have met your expectation or our standard of excellence.  We feel it is important to keep our customers informed.  The following is an excerpt from our Global Terms and Conditions: Your paid membership in credit monitoring is effective for the period covered by your membership fee and continues upon your payment of the monthly/annual renewal fee. Renewal fees for your membership will automatically be charged, at the then current rate, to the credit card or other billing source authorized by you, on the first day of each successive membership term, until you cancel your membership. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on January 8, 2018.  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 January 19, 2018, and on or around the 19th of each following month. On April 3, 2018, the paid benefits of the membership were discontinued.  In response to your complaint, all membership benefits were canceled, effective April 11, 2018.  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.  As a courtesy, we issued a refund totaling $23.32 on April 11, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total. Our records indicate that you enrolled with CreditCheck(R) Total on September 25, 2017. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the...

monthly membership fee of $24.99 on October 5, 2017. Our records further indicate you requested to cancel the membership on October 9, 2017.  At the time of cancellation, a one month courtesy refund was issued for $24.99. After doing a detailed search with the information you provided, we were unable to locate any additional charges. In order to better assist us in locating the charges, we are in need of additional information.   We would appreciate if you can provide us with the following: a.         Full credit card number being billed b.         Bank statement indicating card being billed Please fax any supporting documents to:  (885) 829-9851 ATTN: Consumer Relations Group (Complaint ID: [redacted]) Or, you can mail to: PO Box 2390 Allen, TX 75013 Our customers are very important to us and we look forward to hearing from you with the information requested above. Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company. 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 your understanding and cooperation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.  Our records indicate you contacted us on February 25, 2018, and your membership was cancelled.  We apologize for any inconvenience our hold times caused you.  We appreciate...

the time you took to send us your comments and will take this feedback into consideration as we continue to improve.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

After reviewing your payments again, we are seeing no payments made to our company since your $29.95 payment on September 2, 2016 for your monthly billing.  If you would like to submit your full credit card number, an additional credit card that may have been billed (full credit card number is required), your complete bank statement showing the billing or banking information including an ARN or Acquire Reference Number for the completed transaction, please forward those to us so that your complaint can be reviewed again.  That information would need to be forwarded by fax to 855-829-9851 (REF: Revdex.com [redacted]) or by mail to: Consumer Relations Group, PO Box 2390, Allen, TX  75013 using REF: Revdex.com [redacted]. With the information you have submitted, our response remains the same.  I hope the above information is helpful in considering this matter.

Revdex.com:
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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.Nothing was ordered in November.  The way I found out about this scam was when I opened my March 14, 2015 bank statement and saw three charges on my account for Experian.  The reason I know this is because I cosigned a lease for a [redacted] for my daughter.  My credit score was lower then expected, so I looked up my scores while in the dealers office.  I saw that my two scores not including Experian were 705 and 725.  Experian was 650.  I went back home and checked the scores on my laptop.  I saw that experian had a low score and many inaccuracies in my report, such as listing an address that I had never lived at, and listing cards I never possessed.  I went to the Experian Website and saw an ad for $1.00 for a review of my credit score and then I would be charged $29.95 at the end of the month if I did not cancel before.  Two days later I looked at my [redacted] account and saw the charges from Experian totaling $29.95 times 3.  I reviewed several websites about Experian and discovered that the Attorney General of [redacted] brought a class Action law suit against experian for the very same fraud they perpetrated on me.  Then I read that Iowa's Attorney General's office has a three year investigation against Experian and found numerous instances of fraud.  [redacted] also has 480 reports of fraud by experian.  And there are numerous instances of fraud by experian all over the internet.  When I called Experian, first they told me that even though all three charges to my bank account were made on the same day, and within seconds of each other, some one stole my card and make the three charges and I should call my bank and my bank would cover it.  I told Experian that that was impossible because no one had my card or its number, and could not have opened three accounts in my name at the same exact time.  They continued to tell me one fabrication after another and refused to let me speak to a supervisor.  I am an attorney, and have represented many clients who have been scammed by companies like Experian.  They have stolen money out of my bank account and should be charged criminally.  As I now work for [redacted] in [redacted], I plan on requesting a meeting with our new District Attorney to bring criminal charges.  You must have had many complaints against Experian.  So this is one more and I intend to take whatever steps are necessary to bring this to the attention of the [redacted] Attorney General's office and the [redacted].  Thank you for your attention to yet another ripoff being carried out against honest hard working people.
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.
Regards,
[redacted] Dear [redacted]: Thanks for contacting us regarding your refund. On 03/06/2015, we initiated a refund request on your account for $21.95 (plus $0.00 sales tax, if applicable) for a total of $21.95. This should appear on your next billing cycle.  If you have more questions, please contact our Customer Care team at ###-###-#### Monday through Friday 6:00 a.m. to 6:00 p.m. and Saturday and Sunday 8:00 a.m. to 5:00 p.m. Pacific Time.  Thank you for contacting Experian Credit Tracker?. Sincerely,[redacted]Customer Care Team

Thank you for informing us of your recent experience with FreeCreditScoreTM.  We understand how upsetting a potential credit card fraud situation can be.   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 services and internet access to their personal credit reports.   Our records indicate that a complimentary Experian(R) credit score along with a trial membership in FreeCreditScoreTM was ordered on May 08, 2014 utilizing a Visa 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 May 30, 2014.   Additionally, our records show that you contacted CIC on November 25, 2014, and stated that you are the holder of the Visa, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your Visa In response, CIC cancelled the membership, issued a refund of $9.99 plus $0.80 sales tax for a total of $10.79 to your Visa.   Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $9.99 plus $0.80 sales tax for a total of $10.79 on November 26, 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.   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.   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 CreditReport.comTM.  We understand how upsetting a potential credit card fraud situation can be.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 CreditReport.comTM, was ordered on April 28, 2012, utilizing a [redacted] with the last four digits 0315.  On April 19, 2015 the membership with CreditReport.comTM was upgraded to Experian Credit TrackerSM.  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 April 7, 2012, and on or around the 7th of each following month.Additionally, our records show that you contacted CIC on May 10, 2016, and stated that you are the holder of the [redacted], did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted].  In response, CIC cancelled the membership. 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 $299.40 on May 12, 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.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 31, 2015, and followed by a request to cancel the membership on August 10, 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 plus $1.37 sales tax for a total of $23.32 on August 14, 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 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 plus $1.37 sales tax for a total of $23.32/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing bycontacting 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 ProtectMyID®.A representative from our company attempted to reach you on July 11, 2016, and again on July 12, 2016, at the telephone number you provided.In order to better assist you with your concerns, we would...

appreciate it if you can respond to this complaint with the following:a. The best telephone number for us to reach you atb. Your preferred time for us to contact you Our customers are very important to us and we look forward to hearing from you with the information requested above.Thank you for your understanding and cooperation.

Thank you for expressing your concerns regarding the FICO(R) Score 8 Powered by Experian(R) included in your membership.
As an initial matter, please note that, ConsumerInfo.com, Inc.® (“CIC”) and its product Experian Credit Tracker?, is an affiliated company of Experian®, 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.
FICO Scores are developed by Fair Isaac Corporation. There are many credit score models used in the marketplace, and lenders may use whichever model(s) they prefer. FICO Scores are used by the majority of lenders. The advantage of FICO Scores is that they can be the same scores used to make many credit granting decisions, no matter which scoring model their lender uses.
Your FICO Score is calculated based on the data in your credit report at the time you request your credit report and score. Every time you request a new score, a new credit report is pulled and your new score is calculated based on the information in your credit report, up to once a day. Be aware, your credit report may change often. Differences in your score may be due to a change in balance on one or more of your credit cards, payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. In general, there are many factors that can affect an individual’s credit score, such as payment history, current debt, available credit to debt ratio, etc. The actual scoring model and its calculations are proprietary to Fair Isaac Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. So although you may have done something that you think should have changed your score, the FICO Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score. Your score may go up, down, or remain constant depending on each factor as well as a unique combination of factors.
The score analysis section that comes with your FICO Score may help you understand what specific credit factors had a positive and negative affect on your FICO Score.
It is unfortunate that you had an adverse experience while dealing with ConsumerInfo.com and your free ten minute session with the certified credit advisor offered by our sister company Experian Credit Advisors, Inc.
As a valued customer, your concerns are very important to us. In response to your concerns regarding credit advice we state the following:
1. We are unable to provide credit advice, however the membership can help you better understand how the changes you make can impact your score.
2. For in-depth credit advice, you may want to speak with a certified credit advisor in your area.
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 informing us of your recent experience with ProtectMyID.com®. We understand how upsetting a potential credit card fraud situation can be.
ConsumerInfo.com, Inc. (“CIC”) is an affiliated company of Experian, 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 One Dollar Experian credit score along with a trial membership in ProtectMyID.com® was ordered on November 8, 2013 utilizing an American Express Card with the last five digits 11003. Since the trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on November 17, 2013.
Our records indicate that your bank has recovered one month of the membership fees for you, an amount totaling $15.95, as of September 1, 2014.
Additionally, our records show that you contacted CIC on September 5, 2014 and stated that you are the holder of the American Express card , did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your American Express card. In response, CIC cancelled the membership, issued a refund of $143.55 to your American Express card and locked the account. 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.
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.
We hope the above information is helpful to you in considering this matter.