Experian Consumer Services

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 1, 2015.  Per your request, your membership has been canceled, effective October 18, 2017.Customer...

satisfaction is our priority; as a courtesy we have issued a refund of $10.97 plus $0.97 sales tax for a total of $11.94 on October 18, 2017.  Please allow 3 - 5 business days for these funds to process to your 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 Plus.  Our records indicate you contacted us on March 13, 2018, and your membership was cancelled.  Our records further indicate that as of February 20, 2018, the issuer of your...

credit card has accepted the fees, an amount totaling $23.71. A second fee was accepted on March 22, 2018, in the amount of $23.71.We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter. 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.

Our records indicate that you enrolled in a free trial offer on July 22, 2017.  The membership was canceled within the month trial period; therefore, no membership fees were incurred.If we may be of further assistance, please feel free to reach out.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
Our records indicate that an order for a one dollar credit report (plus sales tax of 0.08 for a total of $1.08), along with a trial membership, was placed online on February 25, 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 with sales tax, on March 4, 2016 and on or about the 4th of each subsequent month. A Welcome email notification was sent to the email address provided at the time of enrollment. Per your request, the paid benefits will cease, effective August 3, 2016. The membership will continue to have access to the Experian(R) credit report and FICO(R)Score, once every 30 days, at no charge to you. At the time of your call on 7-9-2016, a one month courtesy refund was issued for $21.95, plus sales tax of $1.62, for a total of $23.57.
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 $87.80, plus sales tax of $7.14, for a total of $94.94 on July 13, 2016. 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 Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on February 19, 2015, and followed by a request to cancel the membership on March 29, 2015.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $35.98 on April 12, 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 $17.99. 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 May 14, 2016.  On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from...

$21.95 to $24.99.  Notifications were sent regarding this change.  We are sorry to hear that you had difficulties cancelling your membership.  Our records show that on March 21, 2017, you contacted us via phone and the paid benefits of the membership were canceled.  You now have access to your Experian(R) report every 30 days, free of charge. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  The customer agrees to these terms when submitting their order.Customer satisfaction is our priority, as a courtesy we have issued a refund of $149.94 on March 27, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 Experian Credit TrackerSM.  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 Experian Credit TrackerSM, was ordered on January 26, 2017, utilizing a [redacted] 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 5, 2017 and on or around the 5th of each subsequent month. Additionally, our records show that you contacted CIC on June 22, 2017, 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 $49.98 on June 27, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

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 would like that add that, although they have offered to refund the charge based on my complaint, their business model is still a concern.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your experience with Experian Credit TrackerSM.
Our records indicate that you purchased and viewed a one-time 3 bureau credit report on March 15, 2015.
Upon ordering, you entered your personal information and credit card number. The...

following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION:
Note: 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 apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a credit for $39.95 on April 6, 2015. 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 [redacted] which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.
Let us also assure you, the statements made to you by our customer service representative are not in accordance with our policies. We will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of 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.
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 April 15, 2015, and followed by a request to cancel the membership on May 4, 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 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. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
Experian can keep in mind, that I DID NOT sign up for their service, period! Upon getting my yearly free credit report, this is where I was forced to pay 1$. Perhaps your iT department should fix this problem. I assumed I was getting my free yearly report. There was also nothing to indicate I was signing up for any service. 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 Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on January 1, 2015, and followed by a request to cancel the membership on January 9, 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 January 10, 2015. 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.  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. Credit score calculated based on the FICO 8 model. Your lender or insurer may use a different FICO Score than FICO 8, or another type of credit score altogether. Learn More. We apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com. 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. I do apprectaie  the extra but not blaming the customer for a mistake made by your company.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Revdex.com has closed my case under the false pretense that the company I had issue with, Experian, has deposited 109.70 dollars into my personal account. They could not have done this without seeking out my credit card information, which they DID NOT do. They wrote a presumptuous and ambiguous email stating that they were 'depositing' money into my account, which is not possible without first obtaining my information. I can gladly provide bank statement documentation if this is required, but I am respectfully demanding that the Revdex.com follow through with actually completing this case. Please help me re-open this case so that I can finally receive the refund that I am owed from Experian. This is a great expense that I have lost and it is crucial that I am refunded.
Dear Revdex.com,I very much appreciate your help with my issue with Experian. In Experian's response to my complaint the stated the following, "Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $109.75 on May 18, 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."I accepted their offer but included a comment stating that I was fairly certain that experian did not have my credit card information to enable them to do this transfer. I asked the Revdex.com, as mediators in this claim, to help me confirm that Experian would be able to make the deposit, and I have not heard anything back. I have also not received any deposit, and although it has only been 2 days, I just want to confirm that they did indeed have the right card details. Please let me know that there is a way to follow up with this. thank you,[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 March 6, 2015, and followed by a request to cancel the membership on June 9, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $21.95 to the credit card on file. 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 an additional refund of $93.85 on July 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 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.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our binding policy position on the matter, we can advise the following:At this juncture, we are unable to delete your requested information from our customer database because we are obliged by both company policies and regulatory requirements to retain records documenting that our delivery of credit information to you is proper and in accordance with the Fair Credit Reporting Act and other applicable laws. 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.The membership was canceled on September 2, 2016.We do understand and acknowledge your frustration. We trust that this explanation has gone some way to clarifying our policies and position on 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 your membership with Experian Credit
TrackerSM.Our records indicate that you
enrolled with Experian Credit TrackerSM on October 18, 2015 and followed by a
request to cancel the membership on November 11, 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 December 1, 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 May 21, 2015 and followed by a request to cancel the membership on December 21, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $140.65 on December 22, 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.
Please be advised that the price disclosed when you subscribed was $19.95
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 the opportunity to clarify the $49.95 charged at the time of your enrollment. Our records indicate that on January 18, 2015 you ordered a free Experian(R) credit report from Experian Credit Tracker? which enrolls you into the 7-day trial of our monitoring product and followed by a...

request to cancel the membership on January 19, 2015.  Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on Experian Credit Tracker?. 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 $49.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable As a courtesy, during your call on January 20, 2015, we have issued a credit for $49.95. 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