Experian Consumer Services

Thank you for writing and expressing your concern regarding Experian CreditWorksSM.Our records indicate that you enrolled with Experian CreditWorksSM Plus on August 7, 2017.  On the same date, you contacted us and the paid benefits were discontinued.  You began with our free membership,...

Experian CreditWorksSM Basic, afterwards.  This membership offered you a free refresh of your Experian(R) report and FICO(R) Score every 30 days.  In response to this complaint, the free membership has been canceled.Our records also indicate that you enrolled with Experian Credit TrackerSM on 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.  On November 2, 2017, the membership was canceled.  The membership ended within the trial period and no monthly membership fees were incurred.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on July 6, 2017.  The membership was not cancelled; consequently, in accordance with...

the published terms of our offer, the credit card provided was charged our monthly membership fee on July 15, 2017, and on or about the 15th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment. On February 21, 2018, you contacted us and the membership was canceled.  On this date, a courtesy refund was issued to you in the amount of $21.95.  On February 28, 2018, your financial institution collected fees on your behalf in the amount of $65.85.  For additional information regarding these funds, please contact your card issuer.Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.  As a courtesy, we have issued an additional refund totaling $43.90 on March 2, 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 Credit Tracker?. Our records indicate that you enrolled with Experian Credit Tracker? on November 22, 2014, and followed by a request to cancel the membership on February 2, 2015. A welcome email notification...

was sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $19.95, plus $1.77 sales tax for a total of $21.72. Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.90 plus $3.54 sales tax for a total of $43.44 on February 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 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.  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 $19.95. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.
Our records indicate that you enrolled with CreditCheck(R) Total on June 6, 2015, and followed by a request to cancel the membership on October 15, 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 full refund of $120.80 on November 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 CreditCheck(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® 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.
ConsumerInfo.com, Inc., via its website CreditCheck(R) Total, is an affiliate of Experian that provides credit monitoring and internet access to the customer’s personal credit reports. We assist the customer in accessing their credit report online and answer questions regarding our products.
We apologize for any inconvenience or misunderstanding; however, we are not Experian the credit bureau.
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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I remain concerned regarding this businesses sales techniques, I find that this resolution would be satisfactory to me.  The business has performed this action and I consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksTM.Our records indicate that you enrolled with Experian CreditWorksTM on April 13, 2016, and followed by a request to cancel the membership on April 25, 2016.  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 April 27, 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.At this time we would like to express our regret that your experience with Experian CreditWorksTM 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:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95/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 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.
Only resolved if I had reports I requested.  I also asked why they sent them as they did.  From Texas to California is min (3) days. Good customer service.  Given the bad service. A quicker option if used would be as an attachment to email.  A week has passed I'm still waiting.  I guess my response should have been no I'm not satisfied.   Next  day delivery,  even Priority 2 days. 
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 May 21, 2015, and followed by a request to cancel the membership on May 30, 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 June 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 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.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with [redacted]. Our records indicate that you enrolled with [redacted] on January 15, 2015, and followed by a request to cancel the membership on May 4, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $19.99 to the credit card on file. On March 29, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $39.98 on May 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 and FICO® 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 $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 $19.99. 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 credit report and score.
We realize that you may see a discrepancy in the score you receive from a lender related to your credit application and the score provided as part of a membership. We try to make it a point that our...

customers are aware that various scoring models are available in the marketplace and have different potential uses.
For instance, we include a disclosure on our site describing the score provided with our credit monitoring memberships. Further, certain industries may use custom credit scores that are tailored to their specific needs. The custom scores may be unique to a specific industry, such as mortgage lending or auto lending. These custom scores may be created based on information found in credit reports together with other information from the lender’s own portfolio, such as account history.
The credit score is calculated based on the data in your credit report at the time you request your credit report and score. Every time you request a new score, a new credit report is pulled and your new score is calculated based on the information in your credit report. Differences in your score may be due to a change in balance on one or more of your credit cards, payment updates, or the addition of a new account or inquiries. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information.
Credit bureaus maintain separate records of consumer’s information. In order to dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file. For a summary of your FCRA rights, please visit [redacted] Listed below is the dispute contact information for the three national credit bureaus: [redacted] and [redacted]
Experian:
Online Dispute: [redacted]
Telephone: ###-###-####

[redacted]:
Online Dispute: [redacted] Disputes via U.S. postal mail:
[redacted]
[redacted] Telephone: ###-###-####
[redacted]:
Online Dispute: [redacted] Disputes via U.S. postal mail:
[redacted]
Consumer Solutions
[redacted]
[redacted] Telephone: ###-###-####
When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation, and request the deletion or correction of the information you feel is inaccurate.
The FCRA mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information. Within 30 days, the company or creditor must respond to the credit bureau’s investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
For more information regarding credit scores, please visit the Experian website at [redacted].
[redacted], Inc. offers a variety of credit monitoring products that include online access to consumers’ personal credit reports and scores. To view available products please visit: [redacted].
We would also like to let you know that you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide credit report agencies. To request your free annual report under that law, you should visit annualcreditreport.com.
I 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]  P.S. Thank you for your continued efforts in protecting consumers from predatory businesses. Your organization does very good work

Thank you for contacting us regarding the account opened at Experian Credit TrackerSM.
Experian Credit TrackerSMdoes offer a $1.00(dollar) - 7day 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(dollar) - 7day 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 Experian Credit TrackerSM on February 7, 2015. The memberships were not cancelled within the $1.00(dollar) - 7day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on February 14, 2015, for each of their accounts.
As a courtesy, we have issued a refund of the monthly membership fees of $43.90 for each membership, for a total of $87.80. 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.
Also in reviewing [redacted]’s file it appears he purchased and viewed your 3 bureau credit report on February 7, 2015.
The product that you ordered was a 3 bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order.
As a courtesy, we have issued a full refund of the purchase price, an amount totaling $49.95. 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.
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
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Tell us why here...We appreciate the time you took to send us your comments and suggestions.Based upon your previous comments, your membership with [redacted] has been cancelled. Please accept our apologies for any inconvenience or misunderstanding. If you have any questions or concerns, please call our call center representative at [redacted] or [redacted].With regard to your request for additional reimbursement, we must respectfully decline your request.

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 June 30, 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 9, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ended on August 8, 2016. You now 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 2, 2016.  Please Allow 3 - 5 business days for these funds to process to the credit card account.At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATION When you order your $1 Credit report and FICO® Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on March 1, 2015, and followed by a request to cancel the membership on July 13, 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 $87.80 on July 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.
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 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 apologize for any inconvenience and it is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. 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 June 3, 2015, and followed by a request to cancel the membership on June 16, 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 plus $1.76 sales tax for a total of $23.71 on June 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.
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 14, 2016, and followed by a request to cancel the membership on May 22, 2016.  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 June 1, 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.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 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account.
 
Experian Credit TrackerSM does offer a $1 7-day trial membership to our credit monitoring product.  However, the trial membership offer is valid for first time...

customers only.  Returning customers are presented with a "Welcome Back” screen informing them that if they continue with the order process, they will immediately become paying members.  This means the credit card we have on file would be billed the day of the enrollment. 
 
Our records indicate that you enrolled with Experian Credit TrackerSM on October 1, 2014. As a returning member, and in accordance with the published terms of our 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 credit card provided was immediately charged the monthly membership fee of $14.95.  We then, received notification from you to cancel the membership on October 7, 2014.
 
As a courtesy, we have issued a refund of $14.95 on October 16, 2014. 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.
 
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 CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on December 8, 2014, and followed by a request to cancel the membership on December 22, 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 $29.95. 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. 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 $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.