MyFICO

Initial Business Response / [redacted] (4000, 11, 2014/05/14) */ In response to a complaint filed by [redacted] ***Ms [redacted] alleges that FICO, via its myFICO consumer division, is inaccurately reporting two of her accounts being paid on reduced payment plans as having a negative "red flag" indicator, which is improperly driving down her FICO(r) ScoreFICO has investigated this matter and concluded that Ms***'s FICO Score was generated based on the information available in her credit reports FICO Scores are generated by algorithms that FICO developed using anonymous credit bureau data reported to credit bureaus (such as TransUnion) by data furnishers (lenders such as Younomics)FICO Scores present an assessment of credit risk based on objective factors in the credit data that have been proven to correlate with such risk without making any assumptions or subjective consideration about those factorsThese objective factors include credit data and codes associated with the data (such as "partial payment agreement" codes) as provided by the data furnishersFor example, the FICO algorithm does not consider why a partial or reduced payment agreement may have occurred; rather, it treats any such agreement as a negative indicator because FICO's analysis shows that credit reports with the presence of a "partial payment agreement" code that is designated by a data furnisher represents a greater degree of credit riskAccordingly, the modification of Ms***'s Younomics loans, as contained in her TransUnion credit report, was objectively interpreted by the FICO credit scoring algorithm as a negative indicator based on the data (including the partial payment agreement code) as furnished by Younomics to TransUnion In this case, information about Ms***'s Younomics loans, and all other data that populates the FICO scoring algorithm, was reported to TransUnion by Younomics and other data furnishers, as described aboveTransUnion used this information to create Ms***'s credit report, which was then used in the FICO algorithm to calculate a FICO Score and to generate much of the content displayed in the myFICO product (including the red flags and other indicators)As a result, because Younomics reported to TransUnion that Ms***'s Younomics loans was being paid under a partial payment agreement, and TransUnion made a similar designation in the TransUnion credit report based on such data provided from Younomics, those accounts were in turn designated with a red flag indicator in her myFICO productFICO does not and cannot control how loans are reported by a data furnisher or credit bureau, which is the sole determinant of whether such loans are given a red flag in a myFICO product Customer satisfaction is very important to FICO, and FICO continually reviews its products and customer feedback to help improve our products and provide the best experience possible to our valued customersTo this end, we are in the process of implementing site enhancements and product improvements to help drive a better overall customer experience and further customer satisfactionAs part of our product enhancements, we are targeting various ways to help improve how the credit report in formation and other content, including red flags and other indicators, is presented to our customers within the myFICO productsMs***'s comments and feedback regarding the display of credit report information are much appreciated, and will certainly help in this regard If there are any further questions or concerns regarding this matter, I hope Ms [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ I write in response to Mr [redacted] ' letter to Revdex.com, Incalleging that his FICO 3-Bureau Credit Monitoring subscription was cancelled due to nonpayment with no notificationAfter further research it was determined that Mr [redacted] ' was notified by email on 5/10/regarding payment failure and to contact us or log in to his account and update his payment informationDue to Mr [redacted] ' not updating his payment method his subscription was cancelled on 6/4/ myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do soWe hope this answers any questions you have regarding this matter If there are any further questions or concerns regarding this matter, I hope Mr [redacted] ' will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 5, 2015/05/25) */ In his complaint to the Golden Gate Revdex.com, Mr [redacted] alleges that FICO has made misrepresentations in the sale of one of its credit monitoring products because the FICO Score monitored by its product is not a credit score used by lendersHe also contends that FICO has misrepresented which FICO Score version it monitors in its productsFICO believes Mr [redacted] 's complaints are factually incorrect and therefore respectfully denies his allegations of wrongdoing As you may be aware, products sold to consumers on myFICO.com include a base FICO Score along with additional FICO Score versions often used for particular types of lending decisionsIn the FICO 3-Bureau Credit Monitoring purchased by Mr [redacted] , he received a FICO Score from each of the three credit bureaus along with a total of sixteen additional FICO Score versions, including prior base FICO(r) Score versions as well as industry-specific FICO Score versions Contrary to Mr [redacted] 's assertion, the FICO Score monitored in the product he purchasedFICO Score 8is a credit score used by lendersIt is, in fact, the base FICO Score version most widely used by lenders in the United States todayThe fact that the products sold on myFICO.com include scores that are actually used by lenders to make credit decisions is what distinguishes myFICO.com from many consumer-focused credit information providers in the market todaymany of whom sell credit score versions that are not commonly usedor not used at allby lenders to make credit decisions With regard to the version of FICO Score that is monitored in its products, FICO makes the version clear throughout the user experience on myFICO.comThe marketing pages and product comparison pages that are presented before a consumer ever purchases a product make clear that it is FICO Score that is tracked and monitoredMoreover, on the product description page for the FICO 3-Bureau Credit Monitoring product purchased by Mr [redacted] , a consumer is specifically informed that "Monitoring for additional FICO Score versions is not available"Similarly, those same pages make clear that the FICO Score version used by the FICO Score Simulator is the FICO Score version myFICO takes consumer satisfaction and credit score education seriouslyIn addition to making the FICO(r) Score versions and tools described above available to consumers, FICO has also included additional educational content on myFICO.com that specifically discusses the multiple FICO Score versions and what they mean to consumersThis content is available to all visitors to myFICO.com, at no charge, and explains why there are multiple versions of the FICO Score, outlines the difference between base and industry-specific FICO Scores, and provides guidelines as to when particular versions of the FICO Score should be viewed by the consumerIn this case, as described above, FICO submits that Mr [redacted] 's complaints lack factual basis and in fact run counter to the educational materials and marketing content on myFICO.comPlease do not hesitate to contact us if you require additional information regarding myFICO and its business [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ We regret the difficult experience Mr [redacted] encountered when he attempted to request a refund for his FICO Identity UltimateAfter further research it was determined that Mr [redacted] called in on 4/at 12:05pm to cancel his subscriptionAt that point the subscription had renewed on 4/at 5:32amBecause Mr [redacted] was not aware of his subscription renewing prior to calling to cancel the subscription, we have applied a refund of $on July 13, myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do so We hope this answers any questions you have regarding this matterIf there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) When this transaction was first noticed, I did contact customer service directly and was told "too bad, I should have canceled the day before" even though on the initial call made to cancel-they assured me that there would be no further transactionsThis caused me to dispute the transaction thru my bank Furthermore- The account that was used to pay for this service has been closed for some time because of this dispute has been "in investigation" for months with seemingly no resolutionI considered this an authorized transactionIt caused a chain of events that dropped my confidence level with my financial institutionIt was only after a number of months that I made this Revdex.com complaint I made contact with them today and they say that there hasn't been any credits that they are aware of and confirmed that the account is closedIs there another way to receive this refund? When I actually receive the refund for this canceled account, I will accept thisThank You Final Business Response / [redacted] (4000, 9, 2015/08/03) */ As mentioned before a refund request for this order was sent on: July 13, 2015, 14:GMT-06: (Refund amount requested: USD - Finalized Mr [redacted] also mentions the account is under investigation for further researchMr [redacted] should consider following up with the Financial Institution and have them research the account for the refund that was appliedAlso the refund was processed on July 13, This process can take up to 3-business days to reflect on the account Unfortunetly because the refund was processed and received by the financial institution we are not able to process a separate refund We hope this answers any questions you have regarding this matterIf there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Final Consumer Response / [redacted] (2000, 11, 2015/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) A check from the financial institution was received yesterday 8/3/although on the phone they said they did not see anything Thank You

Initial Business Response / [redacted] (1000, 8, 2014/06/05) */ In regards to the inaccurate information reflecting on Mr [redacted] credit reportMr [redacted] has incorrectly directed his inquiry regarding the inaccurate items from his credit reports to FICOInstead, it should be sent to the national consumer reporting agencies: While FICO (Fair Isaac Corporation) developed the FICO(r) credit scoring formulas, it does not determine the content of your credit reportEach of the three national credit bureaus - Equifax, TransUnion and Experian - collect and maintain the information in your credit reportsThey each use that information and our scoring formula to calculate your FICO score It is important to understand that: The information in your credit report determines your FICO score Only your creditors and the credit bureaus can make the changes needed to accurately reflect your credit history If you find information on your credit report that is not accurate or doesn't belong to you, please contact the credit bureau which produced the report Experian Online: www.experian.com/rs/fi4.html Equifax (www.equifax.com) P.OBox XXXXXX Atlanta, GA XXXXX-XXXX X-XXX-XXX-XXXX Phone: X-XXX-XXX-XXXX Mail: TransUnion Disputes Baldwin Place, P.OBOX Chester, PA XXXXX Phone: X-XXX-XXX-XXXX Online:http://www.transunion.com/corporate/personal/creditDisputes.pagebr /> For maildisputes, please be specific regarding your dispute of an account ("not mine", "paid in full", etc.)Include any documentation that may help prove the information that you believe is correctIt is especially helpful to send photocopies of your social security card and driver's license for name updatesIt is also recommended that any request for an address update include a current utility bill in your name or driver's license showing the correct address Fair Isaac Corporation (FICO) developed the FICO credit scoring formula, a proprietary algorithm that is widely used to calculate consumer credit scores at the three U.Sconsumer reporting agencies: Equifax, TransUnion, and ExperianFICO does not collect or maintain credit information, nor do we determine the content or the accuracy of such information Investigations into credit report information accuracy are conducted by the credit reporting agenciesA good way to begin this process is to obtain free credit reports at www.annualcreditreport.com, and to follow the instructions that come with these reports for disputing inaccurate information Also, after further research it was determined that Mr [redacted] has not successfully purchased a myFICO product since the account was established on November of I encourage Mr [redacted] to contact our customer care team at X-XXX-XXX-XXXX to assist with the purchase of one of our products I hope Mr [redacted] is able to resolve this matter to his satisfactionIf he has any further concerns regarding this matter, he should not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 9, 2014/10/17) */ In regards to Ms [redacted] 's complaint, we believe FICO comprehensively discloses both the terms and substance of the product and we disagree with Ms [redacted] 's allegations that FICO has somehow misled consumers FICO provides a substantial amount of information for consumers to help them understand the FICO 3-Bureau Monitoring productThe FICO 3-Bureau Monitoring information web page, available at http://www.myfico.com/Products/FICO-3-Bureau-Credit-Monitoring/, clearly describes both the subscription terms and the substance of the productAs to the subscription terms, FICO makes clear on the pages describing the product (including the purchase page) that this is a subscription-based product with a three-month minimum termAs to the substance of the FICO 3-Bureau Monitoring product, FICO delivers the product as described on the product information pageTo be clear, FICO never promises that the product will provide identical alerts across the three credit bureaus because each bureau has different alert triggers, which FICO cannot controlFICO also does not promise that the product will refresh the consumer's FICO(r) Score for each bureau dailyInstead, the product monitors the consumer's credit reports daily and provides triggered alerts as well as an updated score with each report, as is stated plainly on the product information

Initial Business Response /* (1000, 8, 2014/12/19) */
We regret the difficult experience Mr*** encountered when he attempted to cancel his Score Watch Subscription
After further research, our records indicate Mr*** contacted our customer care department via phone on 11/29/to
cancel his subscriptionOur customer support team has strict policy guidelines, in this case our representatives are required to fully verify an account prior to pulling the account and taking any actionMr*** was not able to verify his account, after making several attempts the customer service representative advised the Mr*** to attempt to log in to his account to view the address he used when he set up the account back in Mr*** stated he does not have time and can't log in to a computer but will try to call back at a later timeAs of today 12/19/Mr*** has not made an attempt to contact us backAs a courtesy we have cancelled his subscription to incur no further charges and refunded the last payment made on 11/29/for $
To address Mr***'s concern regarding his order of a free trialMr*** ordered our FICO Score Watch product for the promotional rate of $for days, there after that the rate is $unless the customer cancels
FICO is committed to the satisfaction of its customers, in addition to complying with all applicable lawsWe frequently review our order and cancellation process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mr*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com

Final Consumer Response /* (2000, 6, 2014/09/03) */
I spoke with someone in customer service who said they had cancelled the subscription and said I wouldn't be charged for the next two months payments

Final Consumer Response /* (2000, 9, 2014/09/29) */
As I stated in my original complaint they did resolve it but only after the factI'd like to know if this is a practiceI believe these folks just try to get away with charging people hoping they don't noticeI think it's a practice and
needs to be investigated

Initial Business Response /* (1000, 8, 2014/03/24) */
We regret the difficulty experienced Mrs*** encountered when she attempted to obtain a full refund for the Bureau ReportAfter further research it was determined that all reports in addition to the score were delivered to Mrs
***'s account
FICO is committed to customer satisfactionIn this particular case, even though the product was delivered to Mrs***, as a courtesy, myFICO has initiated a full refund in the amount of $to be applied to the account
As stated above, FICO is committed to the satisfaction of its customers, in addition to complying with all applicable lawsWe take our customers opinion into consideration and appreciate the feedbackI can assure Mrs*** that I have shared her concerns with the myFICO Marketing team
If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Final Consumer Response /* (2000, 16, 2014/03/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 14, 2014/03/27) */
No additional comments to add

Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by --Christopher M*** regarding his MyFico acount.MyFico is not a service that is offered or managed by our company, *** ***Due to this complaint being made for a service that is not
associated with our company, we respectfully request that this complaint be removed from our file.As always, we strive to provide the highest level of security and service to all of our customersIf *** *** should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of service.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Initial Business Response /* (1000, 8, 2014/10/17) */
We acknowledge receipt of Mr*** complaint with respect to the month minimum requirement, we believe FICO plainly and comprehensively disclosed the terms and substance of the product and we disagree with Mr*** allegations that
FICO has somehow misled consumers
FICO vigorously denies that it has done anything to mislead consumers with respect to the month minimum requirements; we have taken Mr*** complaint seriously and forwarded them to our product and marketing teams for consideration
We appreciate his feedback and continuously strive to improve our myFICO products and website to improve the consumer experience
If there are any further questions or concerns regarding this matter, I hope Mr*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com

Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by *** *** concerning her MyFico service.*** *** is not a member in our system and her complaint appears to be directed to MyFico which is a company that is not connected to our organizationOur
company, *** Inc is not related to MyFico and we have no ability to take actions on *** ***'s complaintWe suggest that *** *** contact MyFico directly to address her concerns.If *** *** has any questions or needs further assistance she can contact our customer service department at ###-###-####Our hours of operation are from 8AM Est-11PM Monday-Friday and 9AM-5PM on Saturday's.As always, we strive to provide the highest level of security and service to all of our customers and potential customers.Sincerely,Aisha M***

Initial Business Response /* (1000, 9, 2014/04/11) */
In response to a complaint file by *** ***Ms*** alleges that she experienced difficulties in the process of cancelling her free trial of the FICO Score Watch productRespectfully, FICO posits that the alleged difficulties Ms
*** experienced were not due to any actions by FICO, but rather were caused by Ms***'s failure to update her myFICO account information for more than ten yearsAccordingly, FICO denies any wrongdoing and contends that it acted with proper concern for its customer's security, as required by company policy and applicable law
As set for above, FICO acted properly at all relevant timesFICO requires all myFICO account-holders to verify their account information, including full address on file, when they request to make changes to their accounts by telephone in order to prevent fraud or other unauthorized activityHowever, customers are responsible for managing their own accounts; FICO does not and cannot update customer account information of its own accordHad Ms*** updated her address since she created her account, or had she logged into her myFICO account and reviewed the address therein (as instructed by myFICO representatives), FICO would have been able to verify her account information and comply with her request to cancel her subscription
FICO is commented to the satisfaction of its customers, in addition to complying with all applicable lawsWe frequently review our order and cancellation process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Ms*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com

Initial Business Response /* (1000, 5, 2015/09/09) */
We regret the difficult experience Mr*** encountered when he contacted our customer care team regarding the cancellation of his Score Watch subscription
We have cancelled Mr*** subscription and provided him with a
refund of the last renewal charge for $that occurred on August 27, The refund should be available within to business days
We have experienced rather than heavy call volume coming in to our customer care support teamI have also addressed my concern over this incident with our customer care manager, who has assured me steps will be taken to avoid similar incidents in the future
myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers' experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mr*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After the long waiting, on second call I was able to cancel the service
Thanks / *** ***

Initial Business Response /* (1000, 5, 2015/07/27) */
We regret the difficult experience Mr*** encountered when he attempted to request a refund for his Fiancée's Score Watch Subscription
After further research and discussion with Mr*** and Mrs*** we have applied a
refund of $ for payments for a total of $
myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mr*** and Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO

Initial Business Response /* (1000, 9, 2014/03/12) */
We regret that Ms*** encountered difficulty when attempting to cancel the Score Watch SubscriptionWith the information provided we were not able to locate an account under *** ***The email provided located a different
account that has no match to *** ***For security purposes we require the account holder will have to contact myFICO to cancel the subscriptionDuring our research, we also noticed the subscription was never activated and a credit report was not delivered nor were they chargedIf for some reason we have an account with the wrong information, please contact myFICO so we can verify and ensure we are looking at the correct accountOur customer service department can be reach at XXXX-XXX-XXXX
If there are any further questions or concerns regarding this matter, I hope Ms*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***

Initial Business Response /* (1000, 8, 2014/05/13) */
We regret the difficulty experienced Ms*** encountered when she attempted to cancel her Score Watch Subscription
After further research, our records indicate Ms*** contacted our customer care department through phone and
email to cancel her subscription and was advised that FICO requires all myFICO account-holders to verify their account information, when they request to make changes to their accounts by telephone in order to prevent fraud or other unauthorized activity
FICO is committed to the satisfaction of its customers, in addition to complying with all applicable lawsWe frequently review our order and cancellation process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Ms*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (3000, 10, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an adequate response for two reasons:
They did not address the issue of requesting significant personal information over the phone
They did not address the issue of their advertising regarding the user's ability to cancel the subscription online
There is no need for any user to have to give out their FULL social security number, plus full telephone number and full address in order to verify their identityThey could simply use partial information - a zip code, the last digits of the SSN, etc - to verifyIn addition, they could have the user set up security questions when they create and account that they can then use to verify their identityThis system is used by a majority of companies, from banks to online retailers to the US governmentThere is no reason this company cannot also use this system
In addition, their website states very clearly when you sign up that the user is able to deactivate their account onlineThis is informationIn order to cancel, the user is required to call, only during business hoursThis information should be corrected
Final Business Response /* (4000, 12, 2014/05/20) */
We have no additional comments on this issue
Final Consumer Response /* (4200, 14, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are refusing to address my complaints

Initial Business Response /* (1000, 5, 2014/04/23) */
We regret the difficulty experienced Mrs*** encountered when she attempted to cancel her Score Watch SubscriptionAfter further research, our records indicate Mrs*** contacted our Customer Care Team by phone to cancel her
subscription on April 5, Because the subscription had recently billed on March 26th we stopped the billing and set a future cancel date for April We believe the customer service representative took the appropriate action to ensure Mrs*** still had access to her subscription for the full month paidIt was also determined that when Mrs*** purchased the ScoreWatch product she was not aware this product was a subscription versus a standard reportAs of April 23rd the product was cancelled and a refund of $was applied to the account
myFICO is committed to the satisfaction of its customers, in addition to complying with all applicable lawsWe frequently review our order and cancellation process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do so
If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com