Experian Consumer Services

Revdex.com:
I understand the practiced response in regards to my complaint. And I'm well aware how far feedback like this goes, it's not profitable to alert people to increased billing amounts. But most certainly if I'm going to 'owe' money on a service then I better have had full access to that service which includes my online account with my credit score and my credit report if you're going to charge me the same monthly amount. At this time I have learned my lesson not to engage in any further business with Experian and find that this resolution which includes my requested refund 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 CreditWorksSM.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 16, 2017.  The membership was not cancelled; consequently, in...

accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on September 26, 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 October 25, 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. 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 September 30, 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 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 Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on November 10, 2009, and followed by a request to cancel the membership on November 21, 2017.  On August 1, 2016,...

the benefits of the membership were upgraded and the monthly price increased from $19.99 to $24.99.  Notifications were sent regarding this change. 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. Customer satisfaction is our priority; as a courtesy we have issued a refund of $24.99 on November 21, 2017 and a refund of $124.95 on November 22, 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 Experian Credit TrackerSM may not have met your expectation or our standard of excellence. Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  The customer agrees to these terms when submitting their order. We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns regarding your membership with CreditCheck(R) Total.  Our records indicate that you enrolled with CreditCheck(R) Total on February 5, 2018.  The membership was not canceled; consequently, you were billed our monthly membership...

fee on February 15, 2018.  On February 15, 2018, you contacted us and the membership was canceled.  On this date, a courtesy refund was issued to you in the amount of $29.95.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.

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.
Regards,
[redacted]
I never signed up for a membership or monthly charge - not to my knowledge - nor did I receive "welcome emails" that described that I was going to get charged every month.  If you are a transparent company, I would have easily been aware of what it meant to "buy" a $1 credit check and be signed up for monthly charges.  If you disclose this information up front, as you say, you obviously do it in a sneaky way...and I am sure I'm not the only one to make this complaint.  Therefore I would say that you need to look at how you inform your customers of, how, when, and for how much they will be billed.  Because I had no idea.  Also, it is not acceptable to have to wait on the phone for over an hour, on hold, in order to cancel a membership.  Or even to talk to anyone for that matter, about a question.  Why not make a "cancel" membership button, or "chat" feature on your website?  Obviously because you are understaffed and don't want to make it convenient for people to cancel.  You would rather have it be an inconvenience for people in hopes that they just ignore it.  Well I'm not ignoring it.  You are a dishonest non-transparent company that the public needs to be aware of.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.   Our records indicate that you enrolled on October 5, 2010.  On December 26, 2014, the benefits of the membership were upgraded.  Notifications were sent regarding this...

change.   This was followed by a request to cancel the paid membership on March 2, 2018.     Our records indicate that you had called in three times and accepted discount amounts for either 12 or 24-month periods.  This explains why the billing on your membership was changing often.  It is our policy to send email notifications of these discounts and the period they are in effect.   Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  The customer agrees to these terms when submitting their order.   We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.

Thank you for the opportunity to respond to your concerns regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on November 24, 2017.  On November 28, 2017, your cancellation request was processed and a confirmation email...

was sent 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.  We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 22, 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 October 3, 2017, and on or about the 3rd of each following month. A welcome email notification was sent to the email address you provided at the time of enrollment. On January 4, 2018, the paid benefits of the membership were discontinued.  In response to your complaint, all membership benefits were canceled effective January 5, 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.  We have, as a courtesy, issued a refund totaling $87.80 on January 5, 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 Experian CreditWorksSM Premium.  Our records indicate that you ordered a one dollar credit report along with a trial membership for Experian CreditWorksSM on June 28, 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 July 6, 2017, and on or around the 6th of each subsequent month . A welcome email notification was sent to the email address you provided at the time of enrollment.   On August 6, 2017, the benefits of the membership were upgraded to Experian CreditWorksSM Premium and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change. Furthermore, in response to this complaint we have canceled your Experian CreditWorksSM Premium effective February 8, 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. We have, as a courtesy, issued a refund totaling $99.96 on February 8, 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 CreditWorksSM Premium 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 Premium. If you don’t cancel your membership within the 7-day trial period*, you will be billed $24.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $21.95. 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 informing us of your client’s recent experience with CreditCheck(R) Total.   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.   We apologize for any inconvenience our hold times may have 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 our service.   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.  Please note our members have the option of writing in to the following address to cancel their membership.  Mail delivery does take 7-10 business days to arrive. Experian Consumer Affairs PO Box 2390 Allen, TX  75013   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.

Thank you for the opportunity to respond to your concerns regarding your membership with CreditCheck(R) Total.  Our records indicate that you enrolled with CreditCheck(R) Total on January 6, 2018.  The membership was not canceled within the trial period; consequently, the card...

provided was billed our monthly membership fees on January 16, 2018, and February 16, 2018.  On February 26, 2018, you contacted us and the membership was canceled.We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will consider this feedback as we continue to improve.  As a courtesy, we issued a refund of $59.90 on March 5, 2018.  Please allow 3-5 business days for the funds to process to your account.We hope the above information is helpful to you in considering this matter.

Thank you for the opportunity to respond to your concerns regarding your Experian CreditWorksSM membership.Our records indicate that you enrolled in a trial membership with Experian CreditWorksSM on July 14, 2017.  On July 23, 2017, the paid benefits ended and the membership transitioned into...

our free product offering, Experian CreditWorksSM Basic.Our records additionally indicate that on July 14, 2017 you enabled the CreditLock benefit offered via the membership. On July 19, 2017, our records show that there were two attempted bank or credit card inquiries made to your credit file.  Email alerts were sent to you at the time of these attempts. On July 20, 2017, you contacted us and the CreditLock feature was disabled. Our records indicate that a bank or credit card inquiry was made on your Experian(R) credit report on July 24, 2017, which was allowed due to the CreditLock feature being disabled.  A credit alert email was sent to you at the time of the inquiry. In response to your complaint, we canceled all membership benefits on August 4, 2017.We apologize for any misunderstanding or inconvenience.  We feel it is important to keep our customers informed.  Our website includes the terms and conditions of our credit monitoring memberships, including the following information about the Credit Lock feature.  Our customers agree to these terms and conditions during the enrollment process.“By requesting an Experian CreditLock to be placed on your behalf, you are requesting to restrict most third party access to your Experian credit report. You acknowledge that your Experian credit report, when locked with Experian CreditLock, may still be accessible by third parties in certain instances deemed to be low-risk by ECS, including access to your Experian credit report by the following third parties: (1) You, as part of any Service offering Experian CreditLock as a benefit; (2) potential employers or insurance companies; (3) companies that have an existing credit relationship with you; (4) collection agencies acting on behalf of companies or individuals on a debt you may owe and related collection activities; (5) government agencies in connection to a child support claim, or government investigations; (6) personalized credit opportunities and other offers for products or services that may be available to You through ECS or through unaffiliated third parties, such as credit card offers, if you choose to receive them; and (7) companies providing pre-screened credit card offers. Please understand that your Experian credit report will be unlocked if you cancel a Service that includes Experian CreditLock as a benefit, or downgrade to a Service that does not include Experian CreditLock as a benefit.”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 your membership was cancelled on March 28, 2018.   At the time of cancellation, a one month courtesy refund was issued for $19.95 and a cancellation email...

notification was sent to the email address you provided at the time of enrollment. 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 contacting us regarding the account opened at [redacted]. [redacted] does offer a $1.00 7-day trial membership in a monthly credit monitoring product.  Our website describes the offer in detail and the Order Form.  Details along with the terms and...

conditions of the offer, including billing at the end of the $1.00 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 [redacted] and [redacted] enrolled with [redacted] on March 22, 2015. The memberships were not cancelled within the $1.00 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 $17.99 on March 29, 2015, for each of their accounts. Email notifications were sent to the email address you provided at the time of enrollment. On March 29, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM. On April 27, 2015, we received notification from [redacted] and [redacted] to cancel the memberships.  At the time of cancellation, a one month courtesy refund was issued for $17.99 to the credit card on file. To ensure your satisfaction, we have issued an additional refund of $50.94 on May 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 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 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. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships. We appreciate your feedback and have noted your concerns.

Thank you for informing us of your recent experience with [redacted](R) and Experian.com.  [redacted](R) 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.[redacted], Inc.(R) (“CIC”) and the products offered at its website www.Experian.com are affiliated with the company of Experian(R), the credit reporting agency, and in that capacity offer a variety of credit monitoring products and reports, they include online access to consumers’ personal credit reports and scores. To view available product offerings please visit: [redacted].Our records indicate that on March 2, 2015 you ordered your 3 bureau credit report from Experian.com for $39.95.  At enrollment, you entered your personal information and credit card number. 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.At this time we would like to express our regret that your experience with [redacted](R) and Experian.com may not have met your expectation or our standard of excellence. Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.95 on March 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.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 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.

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 2, 2015, and followed by a request to cancel the membership on March 17, 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 $43.90 plus $2.74 sales tax for a total of $46.64 on March 17, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
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.
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(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. Click Here to get your free annual credit report available under federal law.
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.
If  satisfaction was truly something you were interested in then while on the phone you would of had the fraud department pick up the phone. Instead they totally refused. So instead I had to call my bank, and instead to just canceling my card and issuing another I spent an hour filing a dispute on the charges that you refused to talk to me about. Now after a Revdex.com complaint you want to "give" me back my money that you refused to talk to me about. YOU are the problem I am complaining about and your do nothing response is not acceptable.
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.
Regards,
[redacted]
 As I am able to view my personal credit report, I should also be able to file online disputes and its part of my paid membership. Complaints have been filed with the Attorney General, CFPB (Consumer Financial Protection Bureau), other agencies. Please mark this as unresolved.