Experian Consumer Services

Thank you for informing us of your recent experience with Triple AlertSM. 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, along with a membership in Triple AlertSM, was ordered on June 4, 2011, utilizing a [redacted] with the last four digits [redacted].
Regretfully, on or about November 1, 2015, [redacted] had a technical issue that resulted in your account being updated with a new [redacted] number, ending in [redacted].
Our records show that the credit cardholder of the [redacted] ending in [redacted] contacted CIC on December 4, 2015, and requested that the unrecognized account be cancelled.
We vigilantly strive to provide the highest standards of customer care and satisfaction. Please be assured that we are working hard to resolve this technical issue with [redacted]
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R). Our records indicate that you enrolled with Freecreditreport.com(R) on May 19, 2013, and followed by a request to cancel the membership on December 1, 2014.  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 a refund of $219.89 plus $13.75 sales tax for a total of $233.65 on December 4, 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 Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: *IMPORTANT INFORMATION When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. 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. Click here to access your free annual credit report available under federal law. Please be advised that the price disclosed when you subscribed was $19.99. 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 Freecreditreport.com(R).
Our records indicate that [redacted] and [redacted] enrolled with Freecreditreport.com(R) on October 11, 2014. The memberships were not cancelled within the 7-day $1 trial period....

 Consequently, in accordance with the published terms of our offer, the VISA card provided was charged our monthly membership fee of $14.99 on October 18, 2014, for each of their accounts.  On October 20, 2014, we received notification from [redacted] to cancel the membership.
Customer satisfaction is our priority, as a courtesy we have issued a refund of the membership fees in the amount of $29.98 on October 22, 2014.  Please allow 7-10 business days for these funds to process to your VISA card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Upon date of enrollment, the following disclosure was displayed on our website:
IMPORTANT INFORMATION
When you order your $1 Credit Report and Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. 
Additionally, in reviewing your customer files it appears you purchased and viewed your 3 bureau credit reports on the date of enrollment. At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure was displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $32.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $65.90, providing a refund equaling the amount of $95.88. Please allow 7-10 business days for these funds to process to your VISA 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.

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 entire way this was set up was and IS deceptive. I agreed to pay $1 for a FICO score. I never agreed to $21.95 credit monitoring service.   If you intend on charging unknowing customers $21.95 for your credit monitoring service THAT is what you should advertise proudly and clearly, not sly and hidden.   When I called and asked for a refund of your fallacious charge,  I should have been granted such.  I made the request and not even 30 days had passed.    I had to end up disputing this charge with the credit card company because I spoke with both a representative and a supervisor who BOTH refused to refund the charge.  The supervisor of your company actually laughed when I said I would pursue this further.  After doing research, I found there are many, many people who have had the SAME issue as I have with your company and their deceptive practices.  I will wait for a response from my credit card company and the Attorney General. 
Regards,
[redacted]

Thank you for informing us of your recent experience with [redacted].  [redacted] prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  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.Customer satisfaction is our priority, as a courtesy we have issued a refund of $29.94 on April 4, 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 Experian CreditWorksSM.  Our records indicate that a one dollar credit report along with a trial membership was ordered on June 29, 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 July 8, 2016, and on or around the 8th of each following month.  A welcome email notification was sent to the email address provided at the time of enrollment.  On July 10, 2017, you contacted us and the membership was canceled.  We apologize for any misunderstanding or inconvenience; however, we do not have a record of cancellation prior to this date. 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 $109.75 on July 20, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Credit Check(R) Total.Our records indicate that you enrolled with Credit Check(R) Total on June 29, 2017, and followed by a request to cancel the membership on October 16, 2017.  Customer satisfaction is our...

priority; as a courtesy we have issued a refund of $29.95 on October 16, 2017 and a refund of $89.85 on October 24, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  At this time, we would like to express our regret that your experience with Credit Check(R) Total 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 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. 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 regarding your memberships. Our records indicate that on January 18, 2018, you signed up for credit monitoring on Experian Credit TrackerSM.  Our records show that for the time frame of January 2016 to present time, you have enrolled and...

cancelled your membership with this site a total of 16 times.  We also show you have received two monthly refunds during that time period.  Because of the usage of this membership and web site, we will not be granting any additional refunds for this membership.  This membership has been cancelled as of March 9, 2018. Our records also show that you have enrolled with Experian CreditWorksSM Basic on October 31, 2017.  This membership allows you to access your credit report and score every 30 days for no cost.  This membership will remain open.   Our websites describe 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. As for your credit report/score updates, if there is a change in your credit score there was an update to your credit report.  You can see the report date at the top right of the report and that report reflects the information available within your credit file on the date you accessed the report.  Many factors go into the calculation of your FICO® Score.  The primary factors are: payment history, balances on your open accounts, the average age of accounts in your report, the types (mix) of accounts, and number of recent credit inquiries.  There are usually subsets of those primary factors that are being calculated as well. The FICO(R) Score you receive with your membership is recalculated when your report is refreshed upon login, and all of the statistical risk factors that are present at that moment are weighed against each other.  On the Score page of your membership, it should list the factors currently affecting your score, ordered by those which are having the most impact first. A great way to get an idea as to what may be affecting your score is to start with the factors presented on the Score page, then review your current report against a prior one when your score was higher.  The differences that you locate in each section, in combination with each other; can provide some clue as to why you’re seeing a change in score. 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled on October 12, 2004.  On October 6, 2015, the benefits of the membership were upgraded.  Notifications were sent regarding this change. ...

Your membership was cancelled on February 22, 2018.   Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.99 on February 22, 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.  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 writing and expressing your concern regarding your membership with Credit Check® Total. Our records indicate the consumer enrolled with Credit Check® Total on July 5, 2016.  We do not have any record of you requesting cancellation prior to being charged for the membership fee....

 Based on this complaint, ConsumerInfo.com(R) has cancelled your membership.  We apologize for any inconvenience or misunderstanding.  As a courtesy, we have issued a refund of $29.95.  Please allow 3-5 business days for these funds to process to the consumer's credit card account. At this time we would like to express our regret that your experience with Credit Check® Total 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 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® 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. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

We apologize for any inconvenience or misunderstanding. We appreciate your feedback and have noted your concerns. As a courtesy, we have provided a full refund in the amount of $89.95.I hope the above information is helpful to you in considering this matter.

Thank you for informing us of your recent experience with FreeCreditReport.com(R).  FreeCreditReport.com(R) prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  Our records...

indicate that Daniel H. enrolled with FreeCreditReport.com(R) on February 23, 2014, and he contacted us on September 23, 2014 to request the membership be cancelled.  Regretfully, it was not cancelled. In response to this complaint we have cancelled the membership on March 8, 2015 and processed a refund of $77.94 on March 9, 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 FreeCreditReport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION:When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. 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. Click here to access your free annual credit report available under federal law.Please be advised that the price disclosed when Daniel subscribed was $12.99.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Hi [redacted], 
 
Thank you for getting back on this.
In response to your last message, I have filed this compliant myself.
 
Best,
[redacted]

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 March 21, 2014, and followed by a request to cancel the membership on December 5, 2014. At that time a $12.99 refund was...

issued
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 an additional refund of $103.92. Please allow 7-10 business days for these funds to process to your credit card account. It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
*IMPORTANT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Freecreditreport.com(R). If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.
Please be advised that the price disclosed when you subscribed was $12.99.
Our product, which is intended and designed only for individual consumers to check their own credit reports, not to obtain credit reports about or on behalf of other people. Whether or not he or she had their permission to access their credit histories, to do so though our service would constitute fraud.
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 March 10, 2015, and followed by a request to cancel the membership on September 3, 2015. At the time of cancellation,...

a one month courtesy refund was issued for $21.95 plus $1.95 sales tax for a total of $23.90 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $87.90 plus $7.80 sales tax for a total of $95.60 on September 4, 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.

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. Thank
 you!
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on December 19, 2012, and followed by a request to cancel the membership on November 5, 2014.
As a courtesy, we have issued a...

refund of 12 months of the monthly membership fees for a total of $299.40. Please allow 7 – 10 business days for these funds to process to your credit card account. Please be aware, however, 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 CreditReport.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. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.comTM. If you don't cancel your membership within the 7-day trial period*, you will be billed $24.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We hope the above information is helpful to you in considering this matter.

To whom it may concern: As far as my coorespondance is concerned I am dealing with Experian Direct.  My membership ID is # [redacted]. The experian FICO product was sold on [redacted] as a way to moniter my FICO score. I have found an email from experian encouraging me to complete my...

order for Experian® Credit Report& FICO® Score.  It was un-opened before today. I have a copy of the email attached.I have not had a problem with [redacted]. Their service is a viable product. I am although unhappy with one of their advertisers or partners, Experian. I am not sure as to how aware [redacted] is of Experian's business practice concerning this offer.[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit Tracker?.
Our records indicate that you enrolled with Experian Credit Tracker? on May 31, 2014, and followed by a request to cancel the membership on September 11, 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 $79.80. 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 Tracker? 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:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7 day trial membership in Experian Credit Tracker?. 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 hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on September 25, 2014, and followed by a request to cancel the membership on October 15, 2014. 
Customer satisfaction is our...

priority, as a courtesy we have issued a full refund in the amount of $30.95 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 CreditReport.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:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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.
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.