Experian Consumer Services

Thank you for informing us of your recent experience with Experian Credit TrackerSM. Our records indicate that on February 12, 2016 you ordered your 3 bureau credit report and FICO® Scores. At the time you ordered your report, 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 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. On that same date, you attempted another 3 bureau credit report order, which was cancelled.  Like many merchants, we run an authorization to check the validity of the card information provided to us before providing services, so it may be that your bank temporarily listed this authorization attempt as a debit.  It was not a billing, however, and would have dropped off the account automatically within a few days. We have issued credit for $39.95 on February 16, 2016.  When we issue a credit it can take from 3 - 5 business 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. 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 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 the opportunity to respond to your concerns.In order to better assist you, please respond with additional information about why you do not find our resolution to be satisfactory.Refunds for both monthly membership fees have been issued, an amount totaling $43.90.Our customers are very important to us and we look forward to hearing from you with the information requested above.  We apologize for any inconvenience.  Thank you for your understanding and cooperation.

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:
Since your Credit Card Company/[redacted] has accepted these funds, we recommend that you contact them as it relates to this matter.
We do understand and acknowledge your frustration. However, 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 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 May 9, 2016 utilizing a [redacted] Card the last four digits 1300.  A Welcome email notification was sent to the email address provided at the time of enrollment.  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 17, 2016, and on June 17, 2016. Additionally, our records show that CIC was contacted on June 27, 2016 regarding the membership.  In response, CIC cancelled the membership and issued a refund of $21.95 to your [redacted] Card. Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.Our records indicate that as of June 29, 2016 the issuer of your credit card has accepted a refund of the additional membership fee, an amount totaling $21.95. 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 or misunderstanding.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 June 26, 2015, and followed by a request to cancel the membership on September 16, 2015. At the time of cancellation,...

a one month courtesy refund was issued for $21.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $43.90 on September 18, 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.
It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. 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 Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on January 25, 2015, and followed by a request to cancel the membership on May 7, 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 $65.85 on May 13, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. Our website describes each of our offers and each respective order form details the terms and conditions of the order, including prices and billing. The consumer agrees to these terms when submitting his/her order. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: Important Information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period**, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership any time within the trial period without charge. It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM, we vigilantly strive 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. 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 12, 2015, and followed by a request to cancel the membership on April 22, 2015.  Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $21.95 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. 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.We have canceled your CreditCheck(R) Total membership, effective April 7, 2017.  We also refunded an additional $14.97, making your total refund amount $29.95. We apologize for any misunderstanding or inconvenience.  If we may be of further assistance, please do not hesitate to contact us.

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 September 23, 2014, and followed by a request to cancel the membership on October 2, 2014. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95 plus $1.25 sales tax for a total of $21.20 on October 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 Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the payment page:
PAYMENT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM Credit Monitoring. 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 $19.95 plus $1.25 sales tax for a total of $21.20/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting us at any time; however, you will not be eligible for a pro-rated refund of your current month's paid membership fee.
 
We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for informing us of your recent experience with Experian Credit TrackerSM.  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 report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on January 14, 2015, utilizing a [redacted] with the last four digits 5557.  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 January 21, 2015.Additionally, our records show that you contacted [redacted] on May 31, 2015, and stated that you are the holder of the [redacted].  In response, [redacted] cancelled the membership.We apologize for any inconvenience or misunderstanding.  Our records further indicate that your bank has recovered the fees for you, an amount of $21.95 plus $1.95 sales tax, for a total of $23.90, as of June 5, 2015. We are therefore unable to refund thesemonies, as you have already received them back.Customer satisfaction is our priority, as a courtesy we have issued a refund of $87.80 plus $7.79 sales tax for a total of $95.59 on June 15, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on July 5, 2015, and followed by a request to cancel the membership on November 29, 2015. At the time of cancellation, a...

refund was processed in the amount of $43.90.  Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $175.60 on December 2, 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 October 3, 2014, and followed by a request to cancel the membership on October 14, 2014. ...


Customer satisfaction is our priority, as a courtesy we have issued a refund of $15.95 on October 25, 2014. Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $14.95 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 ConsumerInfo.com(R).  However, while servicing several hundred thousand customers, experiences like this are the exception and not the rule. ConsumerInfo.com(R) vigilantly strives to provide the highest standards of customer care and satisfaction.
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 contacting us regarding the accounts opened at Experian Credit TrackerSM. Our records indicate that you and your husband enrolled with on September 27, 2011 and May 30, 2011 respectively. Our records show that both memberships were cancelled on March 6, 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 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 August 19, 2015.  In response to this complaint, your membership was canceled, effective October 28,...

2017.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 CreditCheck(R) Total.  We have received your request to cancel your CreditCheck(R) Total membership.Per your request, we have canceled your membership effective February 8, 2018.   Furthermore, customer...

satisfaction is our priority, as a courtesy we have issued a refund of $29.95 on February 8, 2018.  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 contacting us regarding the accounts opened at CreditCheck(R) Total. CreditCheck(R) Total offers a one dollar 7-day trial membership in to a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions, including billing...

at the end of the one dollar trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page: IMPORTANT INFORMATION When you order your $1 3-Bureau Credit Report & FICO(R) Scores, you will begin your 7-day trial membership in CreditCheck(R) Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Our records indicate that you and your spouse enrolled with CreditCheck(R) Total on March 28, 2017 and April 3, 2017. The memberships were not cancelled within the one dollar 7-day trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $29.95 on April 7, 2017 and May 1, 2017, and on or around the 7th and 13th of each subsequent month for each of their accounts. In response to this complaint, on December 7, 2017, the memberships have been canceled, effective immediately.  As a courtesy, we have issued a refund of the monthly membership fees of $179.70 on December 7, 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 the opportunity to respond to your concerns. We are unable to locate the charges in your complaint.  A representative did reach out to assist you with the charges.  When you locate the credit card being billed, please feel free to call the representative you spoke with on...

September 18, 2017 for additional assistance.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total. Our representative reached out to you on September 23, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved. For any...

additional assistance, please reach out to our representative at the telephone number provided to you. We hope the above information is helpful to you in considering this matter.